Logs & Diagnostics — What to collect before opening a ticket

Collecting focused diagnostics speeds investigation and resolution. Below are recommended artifacts and how to obtain them from web and mobile clients, plus server-side guidance.

Essential information to include

• Tenant / organization name and ID (if available).
• User account (email) and role.
• Device platform and OS version (e.g., iPhone 14 / iOS 16.4 or Pixel 6 / Android 13).
• App version (native) or browser + CJH build (PWA).
• Step-by-step reproduction steps (exact clicks and data entered).
• Time(s) and timezone when the issue occurred.

Web (desktop / PWA) diagnostics

1. Browser console logs

• Open DevTools → Console. Reproduce the issue and copy the console output (including errors and warnings). Save as text.

2. Network capture (HAR)

• Open DevTools → Network → right-click → “Save all as HAR with content” after reproducing the issue. The HAR includes request/response bodies for failed API calls.

3. IndexedDB / local queue

• DevTools → Application → IndexedDB. Look for the store that holds queued items (jobs, attachments, payments). Export or copy entries that show queued operations and errors. CJH stores offline queue items in IndexedDB. :contentReference[oaicite:18]{index=18}

4. Screenshots

• Capture screenshots of the UI, error messages, and any queued items view.

Mobile diagnostics (native)

Android

• Logcat: Use adb logcat to capture runtime logs while reproducing the issue. Include the time window and relevant PID/UID filters if possible.
• App version and Play Store details: Note the installed version and whether the Play Store build or a sideloaded debug build is used.

iOS

• Xcode device logs: Connect the device and collect logs via Xcode → Devices & Simulators → View Device Logs. Alternatively, capture a sysdiagnose or device console output during reproduction.
• App version and TestFlight/App Store details: Note whether TestFlight or App Store build is used.

Other mobile artifacts

• Screenshots and the exact steps taken (including when you clocked in/out, if applicable).

Server-side diagnostics

• API request IDs & timestamps: If an API returned an error response, include the request timestamp and any request identifier returned by the server.
• Supabase logs / function logs: For issues tied to geocoding or serverless functions (for example, mapbox-geocode), capture function logs and any errors. Property geocoding is implemented as a Supabase function that calls Mapbox; include function logs when geocoding fails. :contentReference[oaicite:19]{index=19}

How to package the report

1. Include the essential information (tenant, user, platform, times).
2. Attach console text, HAR file, and screenshots.
3. Attach IndexedDB export or screenshots of queued items.
4. Attach mobile logs (logcat/Xcode) if mobile-specific.
5. Provide reproduction steps and expected vs actual result.

Privacy and redaction

• Remove or redact sensitive personal data if sending logs outside your organization. Replace personally identifiable information with placeholders when possible.

Example diagnostic checklist (copy/paste)

• Tenant: ______
• User email: ______
• Device/OS: ______
• App/PWA version: ______
• Steps to reproduce: (1) … (2) … (3) …
• Time window: ______ (include timezone)
• Attached: console.txt, network.har, indexeddb.json, screenshot1.png, logcat.txt

Updated on: 10/01/2026