O. Troubleshooting

If you are experiencing issues with Pleasant Password Server or KeePass / mobile clients, use these resources to help troubleshoot the problem.

  • See FAQ and Common issues
    • for answers to your questions and which also link to Troubleshooting tips.
  • Browse our wiki docs!
    • These are always getting updated with new information. Use the index on the left, or use the search in the top right.
  • Update your software:
    • each release has new features & fixes which may resolve an issue related to your question.

 

Contact Support

If you have an issue that you have not found in the above locations, please contact Support, and a Support team member will respond and assist with your issue.

More information is usually better -- details will help point us towards a solution.

If your issue becomes pressing, please let us know and escalate it by website / email / phone.

  • Include:
    • Description of your issue
    • Contact information
    • Version of software you are currently using
    • Error log details (often requested), if relevant
    • Screenshots (optional)
      • send these to the Support email address

 

  • Additional info - that you can include:
    • The Previous Version (if upgrading)
    • License Key (for renewals)
    • The expected behaviour
    • Any recent server changes

Elevate your Request

The more information the support team has on your issue, the easier it will be to resolve.

Sending this info greatly improves response times for requests.

   Notes:

  • Support does not need to know the contents of your database
  • Some data may contain info related to entries, however never the passwords themselves
  • Review and sanitize data to be shared, to ensure it meets your organizational policies.
A. Log files for the Server, Web and KeePass

Most system errors will require at least 2 log files to be reviewed (i.e. Server log & Web log). Logs may be requested multiple times to compare results on the same issue.

Follow these instructions to get more detailed logging information or to view the log files.

B. Screenshots

Screenshots are a simple method for sharing error messages and other friction points in the user experience.

Send screenshots via email, the address is found here: contact support

Note: Make sure to edit your screenshots so no personal or private information is shared.

C. Load Report

For performance issues the load report can indicate friction points.

The Load report is accessible from the Password Server Web Client

Copy and paste into and email, text file, or the contact us page.


 

 


D. Webpage Display Errors

At rare times there may be an error in the webpage script, affecting the browser's display of the information. These can be viewed or managed from your browser console.

- Webpage Errors: If there are script errors, these are visible in the Network tab.

- Refresh Browser Cache: Reset application cookies or cache files from the Application tab.

Steps:

1. Using Google Chrome, open the Web Client to any page experiencing issues.
2. Press F12 to open the console in your browser, then press F5 to refresh.
3. Select the Network tab.
4. Check any red-highlighted rows for error details

The error row text details can be forwarded to Supportto provide more detailed information for trouble-shooting.

Saving log files (only very rarely helpful):

- Right-click the list and "Save as HAR with content".
- Using a text editor, open the .har file and ensure it contains no private information.

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