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Advanced troubleshooting steps for the web player

The web player can show error codes that are different from the general codes in the apps. Here is a full list.

In some more complicated cases, we will need the information from the developer console to go forward in our investigation. The information displayed in the developer console can be extremely helpful so we might ask you to take a screenshot.

How to open the developer console in the browser


To open the developer console window on Chrome, use the keyboard shortcut Cmd ``Shift ``J (on Windows) or Cmd ``Option ``J(on Mac).

Alternatively, you can use the Chrome menu in the browser window, select the option "More Tools," and then select "Developer Tools."


To open the console on Edge, hit F12 to access the F12 Developer Tools. Once in the F12 Developer Tools, navigate to the Console tab.


To open the console on Firefox, use the keyboard shortcut Cmd ``Shift ``K (on Windows) or Cmd ``Option ``K (on Mac). The toolbox will appear at the bottom of the browser window, with the Web Console activated.

Alternatively, under the header Tools in the Mac menu bar, navigate to the sub-menu Web Developer and select Web Console.


To open the console on Safari, you will first need to turn on the Develop menu. To do this, open the Safari menu in the Mac menu bar, then select Preferences.

Once in the Preferences dialogue, navigate to the Advanced tab, then check the "Show Develop menu in the menu bar" box.

Once the Develop menu has been enabled, you can go to the Develop menu in the menu bar and then select the "Show JavaScript Console" option.

The JavaScript Console will show up on the bottom half of the active browser window.

Alternatively, you can use the keyboard shortcut, Option ``Cmd ``Cthough note that you will need to enable the Develop menu in your Safari Preferences for this shortcut to work.

Take a screenshot

When the developer console is open look for error messages and the click on the small arrow next to them to get more detailed information before taking a screenshot. Then send the screenshot to

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