O. Troubleshooting

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

Also see FAQ and Common issues for answers to your questions.

1. Update your Software

Each release has new features and bug fixes.
Many issues can be resolved simply by keeping your software up to date.

If you are experiencing issues with the KeePass client, you may need to update the plugin by reinstalling the client.

Up to date software is also easier for our support team to assess and diagnose.

2. Review the Wiki

Our support team endevours to keep the wiki up to date with user guides and frequently asked questions.

  • Use the Find dialog box in the top right to search for any keywords.
  • Navigate the menu to browse topics

3. Contact Support

If your issue is not resolved in an update, contact support

  • Please include:
    • A Description of your issue
    • Your Contact Information
    • The Version of Software you are currently using
    • Error Log details (often requested)
      • See below for increasing details / finding logs
      • send to the email address
    • Screenshots (optional)
      • send to the email address

 

  • Additional info:
    • The Previous Version (if upgrading)
    • License Key (for renewals)
    • The Expected Behaviour
    • Any Recent Server Changes

 

More is usually better. It is often obsure seeming details that point towards solutions.

You will be contacted as soon as a support team member is available to review and assist with your issue.

4. Elevate your Request

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

- Log Files
- Screenshots
- Load Report
- Network Activity Log

Readying the following data for support will greatly improve the response time to your request.

   Notes:

  • Support does not need to know the contents of your database, quantitiative measures such as those given in the Load Report and Network Activity Log are often enough.
  • Some of the data below may contain information pertaining to the credentials stored in the database, though never the passwords themselves.
  • Regardless, never share any data you have not reviewed and sanitized.
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. Network Activity Log

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

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