Putting Fanatically Zen Into Debug Mode for Troubleshooting

Fanatically Zen Support may need to temporarily enable debug logging in your CRM to capture more detailed information. These debug logs help our support team identify the root cause of the issue and offer a quicker resolution.

Follow the steps below to enable debug logging, reproduce the issue, and send us the necessary logs.

Step 1: Enable Debug Logging via Browser Console
Step 2: Reproduce the Issue
Step 3: Collect the System Logs
Step 4: Turn Off Debug Logging

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Within SugarCRM

Step 1: Enable Debug Logging via Browser Console

1. From within your CRM, navigate to the Admin page and click Health Status under the Fanatical Zendesk header.

2. Right-click anywhere on the page and select Inspect (or press Ctrl+Shift+I on Windows / Cmd+Option+I on Mac).

3. Switch to the Console tab.

4. Paste the following command and press Enter:

   SUGAR.App.api.call('get',SUGAR.App.api.buildURL('FanaticalZendesk/setting/logger/debug'),{},{});

Step 2: Reproduce the Issue

Reproduce the issue you're encountering. (The support team will provide guidance here, if needed. For example, if you're having trouble with a dashlet, navigate to the contact/target/lead/account and let the dashlet load. If you're having trouble with ticket syncing, navigate to Zendesk to edit a ticket and save it.)

Step 3: Collect the System Logs

1. Navigate back to Admin and click System Settings.

2. Scroll to the bottom and click View Log.

3. In the log viewer, click All at the top to display the complete log.

4. Copy all the log content and paste it into a .txt file.

5. Attach this file in your reply to our support email.

Step 4: Turn Off Debug Logging

After you’ve collected and sent the logs, turn off debug logging to avoid unnecessary performance impact. In the Console tab of the browser, paste the following command:

SUGAR.App.api.call('get',SUGAR.App.api.buildURL('FanaticalZendesk/setting/logger/normal'),{},{});