Please execute these steps using the incognito tab of your browser in case you are experiencing problems with loading pages in BigPicture plugins.

Step-by-step guide for Chrome browser.

Taking Performance profile

  1. open Dev Console tool (F12 on a PC or ++i  on a Mac)

  2. Go to Performance tab in the Dev Console
  3. Click the record button. 
  4. Reproduce the issue while the profile is being recorded
  5. Please keep the tab open in the foreground until the recording finishes!
  6. Once the page loads(the problem is reproduced) click Stop
  7. Save profile.
  8. Send us the file. It is a good idea to compress it before sending

Network analysis 

  1. open Dev Console tool (F12 on a PC or ++i  on a Mac)
  2. Go to Network tab in the Dev Console
  3. Refresh page 
  4. Choose XHR tab
  5. Sort by time(click it twice) to show the longest loading times first
  6. Right click anywhere on the list to save the file
  7. If there are any items marked in red please click on the items one by one and take screenshots (please enlarge the Dev tool window to make the data visible). Share the files in the support ticket.


    1. Share the HAR file in the support ticket
    2. Share the screenshots in the support ticket

Problems loading blank page, a button that is not working or unexpected behavior while using the plugin

  1. Open Dev Console tool (F12 on a PC or ++i on a Mac)
  2. Go to Console tab in the Dev Console
  3. Right click anywhere on the list, "Save as" and attach the screenshot to the support ticket.
  4. if there are any items marked in red please expand (by clicking on the item) and take a screenshot (see above).


    1. Share the file in the support ticket
    2. Share the screenshots in the support ticket

Step-by-step guide for Microsoft Edge browser.

Taking Performance profile

  1. open Dev Console tool (F12 on a PC or ++i  on a Mac)

    In case of EDGE or IE it is necessary to refresh the page after opening the console.
  2. Go to Performance tab in the Dev Console
  3. Click the record button. 
  4. Reproduce the issue while the profile is being recorded
  5. Please keep the tab open in the foreground until the recording finishes!
  6. Once the page loads(the problem is reproduced) click Stop
  7. Save profile.
  8. Send us the file. It is a good idea to compress it before sending.

Network analysis 

  1. open Dev Console tool (F12 on a PC or ++i on Mac)
  2. Go to Network tab in the Dev Console
  3. Refresh page 
  4. Choose XHR tab
  5. Sort by time (click it twice) to show the longest loading times first
  6. Right click anywhere to save the file
  7. If there are any items marked in red please click on the items one by one and take screenshots (please enlarge the Dev tool window to make the data visible). Share the files in the support ticket.

    1. Share the HAR file in the support ticket
    2. Share the screenshots in the support ticket

Problems loading blank page, a button that is not working or unexpected behavior while using the plugin

  1. Open Dev Console tool F12 on a PC or ++i on a Mac
  2. Go to Console tab in the Dev Console
  3. Right click anywhere on the list, "Save as" and attach the screenshot to the support ticket.
  4. if there are any items marked in red please expand and take a screenshot (see above).


    1. Share the file in the support ticket
    2. Share the screenshots in the support ticket

Step-by-step guide for Firefox browser.

Taking Performance profile

  1. open Dev Console tool (Shift + CTRL + J on a PC or ++K on a Mac)

  2. Go to Performance tab in the Dev Console
  3. Click the record button. 
  4. Reproduce the issue while the profile is being recorded
  5. Please keep the tab open in the foreground until the recording finishes!
  6. Once the page loads(the problem is reproduced) click Stop
  7. Save profile.
  8. Send us the file. It is a good idea to compress it before sending

Network analysis 

  1. open Dev Console tool (F12 on a PC or +⌘+K on a Mac)
  2. Go to Network tab in the Dev Console 
  3. Choose XHR tab
  4. Right click anywhere to save the file
  5. If there are any items marked in red please click on the items one by one and take screenshots (please enlarge the Dev tool window to make the data visible). 


    1. Share the HAR file in the support ticket
    2. Share the screenshots in the support ticket

Problems loading blank page, a button that is not working or unexpected behavior while using the plugin

  1. Open Dev Console tool (F12 on a PC or +⌘+K on a Mac)
  2. Go to Console tab in the Dev Console
  3. Right click anywhere on the list, export all to a file 
  4. if there are any items marked in red please expand and take a screenshot


    1. Share the file in the support ticket
    2. Share the screenshots in the support ticket

Step-by-step guide for Safari browser.

Taking Performance profile

  1. Enable Developer Menu - in the Browser (Safari Menu> Preferences) and select Advanced Tab. 

    open Dev Console tool ⌥ + ⌘ + C

  2. Go to Timelines tab in the Dev Console

  3. Click the record button. 
  4. Reproduce the issue while the profile is being recorded
  5. Please keep the tab open in the foreground until the recording finishes!
  6. Once the page loads (the problem is reproduced) click Stop and Save profile.
  7. Send us the file. It is a good idea to compress it before sending

Network analysis 

  1. open Dev Console (⌥ + ⌘ + C)
  2. Go to Network tab in the Dev Console
  3. Choose XHR tab
  4. Sort by time to show the longest loading times first
  5. Right click on an item on the left to save the file
  6. export to HAR 
  7. If there are any items marked in red  and take a screenshot - please enlarge the Dev tool window to make the data visible. 
    1. Click on an item to expand
    2. Go to Headers tab
    3. Take a screenshot
    Repeat for all relevant items




    1. Share the HAR files in the support ticket
    2. Share the screenshots in the Support ticket

Problems loading blank page, a button that is not working or unexpected behavior while using the plugin

  1. Open Dev Console (⌥ + ⌘ + C)
  2. Go to Console tab in the Dev Console
  3. attach the screenshot to the support ticket.


In case you are experiencing more complicated issues or having problems following the instructions please contact our helpful support using the customer portal or at support@softwareplant.com. Our team will be more than welcome to assist.