Boomea - Troubleshooting
Troubleshooting/Debugging the webphone.
The first thing you should do is clear your cookies and cache. If that does not fix the issue then go ahead and follow the steps
The most common issue is IPv6 is enabled and simply by disabling this it will fix outbound calling issues.
Latest version of Boomea is 1.2.26
Step 1. Known Issues
A. Network Connectivity. Test access to site like redsneakers.works.
B. Account disabled. Check atlas for correct settings. Have user reset password.
Step 2. Is the user running the webapp in a browser or running the desktop app? If desktop app, jump to step 3.
If webapp in a browser, jump to step 4.
Step 3. If running the desktop app, first try to replicate the problem in a Chrome browser, so jump to step 4. If the problem exists on desktop and not Chrome, then there are some debugging steps to take inside the desktop app.
A. Take note of the operating system (Mac, Windows, Linux).
B. Inside the desktop app.
C. Take note of the version Menu -> File -> About Boomea
D. Choose Menu -> View -> Toggle Developer Tools
E. Follow the steps below in Step 8. Collect the following "console log" and "network traffic" debugging info.
Step 4. If running the webapp inside a browser, then what browser are they running in? If Chrome, then see step 5.
For all other browsers, test with Chrome, so jump to step 5.
If Chrome is not available for some reason, document the reason, and if approved by mgmt, we should develop a debugging plan, because currently only Google Chrome is supported.
Step 5. If running Chrome:
Take note of the version: kebab menu (aka three dots, at top right) -> Help -> About Google Chrome Sometimes the version number is important when debugging more complex problems.
A. Clear Cache and Cookies: kebab menu -> More tools -> Clear browsing data... In the dialog, make sure Cookies and Cached are both checked, click Clear data.
B. Restart Chrome. This step is important in case Chrome was in a partial crash state.
C. In the address bar enter: app.boomea.com and press enter. User should get the blue screen with a login page.
D. Login and try to recreate the issue. If the issue persists jump to step 6.
Step 6. If the issue persists, try to test on a different computer using Chrome, and with the same user account.
If the problem cannot be replicated, then this is a problem specific to the first PC, which requires additional debugging.
If the problem persists, jump to step 7.
Step 7. If the issue persists, try to test with a different user account.
If the problem cannot be replicated, then this is a problem specific to the user, which requires additional debugging.
If the problem persists, jump to step 8
Step 8. Collect the following "console log" and "network traffic" debugging info that should be attached to the ticket:
A couple of notes about using Developer Tools:
To open dev tools: kebab menu -> More tools -> Developer tools
- Typically, console log and network traffic will clear each time you load a new page. If your testing involves jumping between pages, you should utilize the "Perserve Log" functionality, which can be turned on from the gear icon.
Typically, network traffic is not captured until Developer Tools is turned on. So to properly capture network traffic, open Developer Tools, turn on Preserver Log, then recreate the issue.
Console Log
A. Start Developer Tools (see above)
B. Click on the Console tab.
C. Right-click on a blank area in the console log. Choose "Save As".
Network Traffic
A. Start Developer Tools (see above)
B. Click on the Network tab.
C. Make sure the "All" button is selected to get all network traffic.
D. Click Export HAR... (down-pointing arrow)
Need Help?
Contact our Sneaker Phone Agent.
They'll get back with you shortly with an answer.
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