To help us better investigate the issue you're experiencing, please send us a screen recording that captures both the issue and your browser's Network activity.
Step 1: Open the affected page
Open your browser and go to the page where you are experiencing the issue.
Step 2: Open the Network tab
If you're using Google Chrome, you can open the network tab in multiple ways:
Click the three-dot menu in the upper-right corner of your browser.
Select More Tools > Developer Tools.
Click the Network tab.You can also use the keyboard shortcut Command (⌘) + Option (⌥) + I to open Developer Tools.
Lastly, the easiest way to do so is to right-click anywhere on the affected page and select Inspect
If you're using Safari
Open Safari.
Click Safari in the menu bar, then select Settings.
Go to the Advanced tab and enable Show features for web developers.
Return to the affected page.
Click Develop in the menu bar, then select Show Web Inspector.
Click the Network tab.
Step 3: Keep the Network tab recording
Once you're on the Network tab:
Make sure the Network tab is actively recording network activity.
Enable Preserve log if available so the activity remains visible even if the page refreshes or redirects.
If needed, refresh the page after opening the Network tab.
Step 4: Start recording your screen
Mac has a built-in screen recording feature:
Press Command (⌘) + Shift + 5.
Select Record Entire Screen or Record Selected Portion.
Make sure both your browser and the Network tab are visible.
Click Record to begin.
Tip: You can arrange your browser and Developer Tools side by side to make sure both are clearly visible in the recording.
Step 5: Reproduce the issue
With the screen recording running, go through the steps that lead to the issue.
Please record the process from the beginning and continue until the issue or error appears.
Step 6: Stop and save the recording
Once you've captured the issue:
Click the Stop button in the menu bar at the top of your screen.
Your recording will be saved automatically.
Send the video file to our support team for review.
A few reminders
To help us investigate the issue more efficiently, please make sure that:
The Network tab is visible throughout the recording.
The recording captures the complete process leading to the issue.
Preserve log is enabled, especially if the page reloads or redirects.
Any sensitive or personal information is hidden or covered before sharing the recording.
Thank you for your help! The screen recording will allow our team to see what happens when the issue occurs and help us investigate it more effectively.