* Recording a HAR file (B):
* HAR (HTTP Archive) files contain a detailed log of web browser's interaction with a site.
Recording a HAR file while the user is composing a new email will provide detailed information about any network issues, errors, or delays in the communication between the user's browser and Gmail servers. This can help diagnose connectivity issues, session timeouts, or any other underlying problems that may prevent drafts from being saved.
* Taking Screenshots (C):
* Taking screenshots of the user's screen while composing an email can help visually capture any error messages, unusual behavior, or interface issues that the user might be experiencing.
Screenshots provide a clear view of the user's environment, including the browser settings, extensions, and any prompts or notifications that appear during the email composition process.
Detailed Steps:
* Recording a HAR File:
* Instruct the user on how to open the Developer Tools in their browser (usually by pressing F12 or right-clicking on the page and selecting "Inspect").
* Navigate to the Network tab within Developer Tools.
* Ensure the "Preserve log" option is checked to retain the recorded log across different pages.
* Start recording the HAR file before the user starts composing a new email.
* After reproducing the issue, stop the recording and save the HAR file.
* Have the user send the HAR file to you for analysis.
* Taking Screenshots:
* Guide the user on taking screenshots while they are composing a new email.
* Ensure they capture key steps, including opening the compose window, typing the email, and any errors or unusual behavior that occurs.
* The user can take multiple screenshots if necessary to provide a comprehensive view of the issue.
* Ask the user to share these screenshots with you for further investigation.
Why the Other Options Are Less Effective:
* A. Ask the user to send an email to you so you can check the headers:
* This does not directly help diagnose why drafts are not being saved, as email headers mainly provide information about the routing and delivery of sent emails, not drafts.
* D. Use the Email log search in the Admin panel:
* Email log search is useful for tracking sent and received emails but does not provide insights into drafts or unsaved work.
* E. Check the Users > App Users Activity report:
* This report shows user activity but may not give specific details about the draft-saving process or connectivity issues faced during email composition.
References
* Google Workspace Admin Help: Analyze connectivity issues using HAR files
* Google Chrome DevTools: Network Analysis
* Google Workspace Admin Help: User reports in the Admin console