We need a HAR file to investigate the issue in detail and identify the root cause.
To do so:
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The user must go to the homepage of your interface.
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Right-click on an empty area, and a context menu should appear.
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Click on "Inspect" or "Inspect Element" (depending on the browser).
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Select the "Network" tab and check the box Preserve log. In some browsers, the network tab may be represented by an icon resembling a Wi-Fi logo.
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Once this is done, the user can proceed with their login as if the window didn’t exist. It is crucial to keep this window open.
Note: If a new tab opens for the banking process, repeat the steps above to capture this process. This step is essential.
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After completing the process, the user needs to download the HAR file. To do this, they should click on the button to download the file (highlighted in the image below).
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The user can rename the file as desired and send it back to you to include it in this ticket! If the file is too large, it can be shared via WeTransfer: https://wetransfer.com/