Background

Troubleshooting of connectivity problems with our web services may require diagnostic data not available in product diagnostic logs. This wiki provides steps to capture web traffic using a free web diagnostic tool from Telerik called Fiddler.  

*** UPDATE: As of 1-20-25, FiddlerCap has been deprecated.  Telerik recommends Fiddler Everywhere Reporter as an alternative.  This article has been updated as of 1-23-25 to reflect this.

Steps to accomplish

*** Before you begin please open the task manager and end task the Bentley.Licensing.Service.exe process first, then end task the Bentley.Connect.Client.exe.

Please perform the following steps to perform a web capture of a problem:

1. Download Fiddler Everywhere Reporter by clicking the "Try for Free" button in the lower left:
   
   
   
2. Select the installer that corresponds to your system(if using Windows, select the portable app version) and run the installer.  It should complete without further interaction after the installer executable is run.  No administrative privileges should be required.  After the installer has completed, a window for Fiddler Everywhere Reporter should appear automatically and prompt you to agree to the Terms of Service, ensure this checkbox is checked and then click "Proceed":
   
   
   
3. Now, you should see the following screen:
   
   
   
4. Before proceeding within Fiddler, ensure you have cleared the cache and cookies in your browser, guides to doing for common browser choices are linked below.  Be sure to clear the full/all-time history to properly clear all cookies and cached data:
   • Google Chrome
   • Microsoft Edge(Scroll down to where it says "How to clear browser cache and cookies")
   • Mozilla Firefox(Scroll to "Clear all cookies, site data and cache" and follow this section)
     
     
5. For security purposes, consider closing any unrelated programs to avoid capturing non-Bentley traffic.
   
   
6. Make sure the "Details" button is enabled:
   1.  
7. Now, ensure that the browser you've cleared your cookies and cache from is the same as what Fiddler opens(i.e. its default browser).  You can change the default browser that Fiddler opens by clicking "Tools"->"Default Browser":
   
8. In the Fiddler client, click the "Start Capturing Browser" drop-down, and select "Start Capturing Everything":
   
   
   
9. On first start, you will be presented with a dialog that will request to allow fiddler to install certificates to enable capture of HTTPS traffic. Click the "Trust and Enable HTTPS" button:
10. Now click "Yes" in the subsequent dialog that asks, "Do you want to install this certificate?"
11. The Installation of certificates should only have to be done once. Now you should see a message that HTTPS is enabled and you should be capturing traffic:
    
    
12. If you do not see traffic being captured then select "Start Capturing Everything" from the drop-down again.
13. Now reproduce the issue from within the targeted application (the application in which you are attempting to debug traffic).
    
    
14. After completing the steps to reproduce the issue, return to Fiddler and click "Stop Capture":
    
    
15. After the capture's been stopped, click "Save Capture", this will open a window that the next step will explain.
    
    
    
16. After clicking "Save Capture", you can choose a place to save the file, and you'll be required to enter an encryption password to protect the capture file.  This is to ensure that the file is only accessed by those who have this password, the user and the Bentley support agent(s).  Enter a password and confirm it, followed by clicking "Save":
    
    
    
17. After you've saved the file, close Fiddler Everywhere Reporter.  This may open a browser tab with a survey.  This can be ignored/closed.
    
    
18. If you no longer need the application, you can uninstall the application by
    1. Removing the certificate:
    2. Deleting the original EXE download file.  The application does not appear under the standard Programs and Features control panel where applications can be installed.
       
       
19. Finally, when sharing the resulting SAZ file with the intended recipient, you will need to securely share the encryption password you chose when saving the file with the intended audience only.  Consider using a one time link generator like https://1ty.me/, have a Bentley user send a ShareFile link, or provide it securely using some other avenue.  

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