Sending logs to the Support service

To help resolve problems in the browser, Yandex Support asks you to send logs from your computer. Logs help us find the cause of a problem and fix it more quickly.

You don't need any special knowledge to get the logs. This is easy and doesn't take long.

In response to our message, we ask you to send the following log files to the Support service:

  • net-export.json
  • hot_trace.json
  • hot_profile.json
  • cold_trace.json
Attention. If the logs you send are not enough to resolve the issue, the Support service will contact you and offer remote computer diagnostics. After remote diagnostics, we can give you 10 GB of space on Yandex.Disk for free and with no expiration, to show our appreciation for your cooperation.
How to record logs
net-export.json
  1. Type browser://net-export/ in the address box.
  2. Click Start Logging to Disk.
  3. In the file selection box that opens click Save.
  4. On another tab, reproduce the problem with site access (or unresponsiveness).
  5. Return to the browser://net-export/ tab and click Stop Logging.
  6. Send the saved file and problem description to reply to the letter with the request for logs from the Support service.
hot_trace.json
  1. Enter browser://tracing into the address bar.
  2. Click Record.
  3. In the dialog box that appears, set the switch to Javascript and rendering.
  4. Click to the right of the Edit categories field.
  5. In the Disabled by Default Categories column, select memory-infra.
  6. In the lower part of the dialog box, click Record.
  7. Switch back to the tab where the problem occurs, and leave it active for a minute.
  8. Go back to the browser:tracing tab and wait until the “Buffer usage:100%” inscription appears.
  9. Click Stop.
  10. Click Save under the address bar and save the file with the name hot_trace.json. The file is saved in Downloads, which you can open by clicking the button .
  11. Send the saved file to us in a response to the message from Support requesting logs.
hot_profile.json
  1. Enter about:profiler in the address bar.
  2. Click Save under the address bar. The file is saved in Downloads, which you can open by clicking the button .
  3. Rename it to hot_profile.json.
  4. Send the saved file to us in a response to the message from Support requesting logs.
cold_trace.json
  1. Launch the browser with the required keys from the command line:
    C:\Users\YOUR_USERNAME\AppData\Local\Yandex\YandexBrowser\Application\browser.exe --trace-startup --trace-startup-duration=30 --trace-startup-file=C:\Users\YOUR_USERNAME\Desktop\cold_trace.json

    Instead of YOUR_USERNAME enter your account name.

  2. Repeat the action that caused the problem, or open the tab that is loading too slowly.
  3. After a minute has passed, close the browser. The cold_trace.json file appears on the Windows desktop.
  4. Send the saved file to us in a response to the message from Support requesting logs.