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Generate diagnostic files for raising a service request

This guide provides step-by-step instructions on generating and uploading diagnostic files for raising a service request. If you are experiencing connectivity issues while accessing GCC 2.0 CMP or SGTS services and require assistance, follow the steps below to troubleshoot common issues.

  • To troubleshoot issues related to Cloudflare WARP, Tanium, Defender, or Intune, you should attach diagnostic files for Cloudflare Access and Cloudflare WARP to your service request.

  • If you are facing connectivity problems with GCC 2.0 CMP or SGTS services, you should generate a HAR (HTTP Archive) file and attach it to your service request.

Generate Cloudflare Access Diagnostic file

  1. Log in to the Cloudflare Access Application Launcher.
  2. Click on your profile name in the upper-right corner and select Account.
  3. Navigate to the Diagnostics section and click Click to copy.
  4. Paste the copied information into a text file and attach it to your support request.

Generate Cloudflare WARP diagnostic logs

  1. Depending on your operating system, run the provided command to obtain the Cloudflare WARP diagnostics.
  Windows 
C:\Program Files\Cloudflare\Cloudflare WARP\warp-diag.exe
  macOS 
/Applications/Cloudflare\ WARP.app/Contents/Resources/warp-diag

The logs and diagnostic information captured by Cloudflare WARP will be saved as a zip file on your Desktop.

  1. Attach the zip file to the support request.

Generate HAR file

This section provides instructions for generating a HAR (HTTP Archive) file for the supported web browsers when you encounter connectivity problems with GCC 2.0 CMP or SGTS products.

Generate HAR file for Google Chrome

  1. Open Google Chrome and right-click anywhere, then select Inspect or press Command+Option+C (macOS) or Control+Shift+C (Windows) to open the Developer Tools panel.
  2. Go to the Network tab and enable Preserve log.
  3. Log in to the GCC 2.0 CMP or access the SGTS service through Cloudflare Access.
  4. Verify if a request was made to 127.0.0.1/zero_trust/auth with a 200 ok response. If not, please specify this in your support request.
  5. Right-click on any item within the Network tab and select Save All as HAR with content.
  6. Save the HAR file.

Generate HAR file for Mozilla Firefox

?> Note: Make sure your Mozilla Firefox is configured to trust your system's trusted root certificate store.

  1. Click on Network Settings in the upper-right corner of the Developer Tools panel and enable Persist Logs.
  2. Log in to the GCC 2.0 CMP or access the SGTS service through Cloudflare Access.
  3. Verify that a request was made to 127.0.0.1/zero_trust/auth with a 200 ok response. If not, please specify this in your support request.
  4. Right-click on the log of network requests and choose Save All as HAR.
  5. Save the HAR file.

Generate HAR file for Microsoft Edge

  1. Open Microsoft Edge and go to the application menu > More tools > Developer tools, or press Control+Shift+I (Windows) or Command+Option+I (macOS) to open the Developer Tools.
  2. Go to the Network tab and enable Preserve log.
  3. Attempt to log in to the GCC 2.0 CMP or access the SGTS service through Cloudflare Access.
  4. Verify that a request was made to 127.0.0.1/zero_trust/auth with a 200 ok response. If not, please specify this in your support request.
  5. Right-click on the log of network requests and click Save All as HAR with content.
  6. Save the HAR file.