Picture of Record and read a trace with the Diagnostic Recorder

Record and read a trace with the Diagnostic Recorder

Record what the platform does while you reproduce a problem, then read it as a timeline of plain messages, including calls to connected print systems.

Record and read a trace with the Diagnostic Recorder

Record what the platform does while you reproduce a problem, then read it as a timeline of plain messages, including calls to connected print systems.

Guide7 min readVideo6-step guideUpdated 2 Nov 2026Interactive walkthrough

Overview

The Diagnostic Recorder is a page in the admin area that records what the platform does while you reproduce a problem. You start a recording, repeat the action that goes wrong, and read the result as a timeline of entries you can follow without digging through technical logs.

It is not the same as Support Recordings, which records your screen and microphone so you can show Infigo Customer Support what you see. The Diagnostic Recorder records what the platform did, as text.

What it does

  • Records only what you ask for - nothing is captured until you press Record, and a recording ends by itself after 10 minutes.
  • Reads as a timeline - each entry says what happened, such as a checkout option that was not offered and the rule that stopped it.
  • Shows calls to connected systems - while you reproduce a problem, calls to connected print systems appear as External call entries, with the request sent and the response received.

What gets recorded

  • Only the browser where you pressed Record - entries are stored under your own administrator account and come only from that browser, including pages you open as a customer in it. Other browsers, other people and background jobs are not captured.
  • Three types of entry - Customer value entries say what the platform decided, such as a discount code that was not applied, a payment method that is not available for the order, no delivery methodOne of the forms of shipping or delivery available to the customers of a particular Storefront. being available, or an option that is not offered because a usage rule is not met. Customer failure entries mark a step that did not work for the customer, such as a delivery service that could not return a rate. External call entries show calls to connected systems, such as print systems and delivery carriers. For print systems, the request and the response are each listed as an entry.
  • What each row shows - its number, the time in UTC, the region, the type, the context and the message, plus an arrow to expand the full message when there is one.
  • Reading it - use the # column to follow the order, because the list shows the newest entry first by default (turn off Newest first to read it from the start). Start with any Customer failure entries, then look at the entries around them. Where a print system was called, expand its request and response entries to compare what was sent with what came back.

How it works

  • System > Diagnostic Recorder - the page, available by default to the Administrators role.
  • Session label - an optional name for the problem you are investigating.
  • Record and Stop recording - one button starts and ends the recording, and a countdown shows when it will end.
  • Trace Viewer - the timeline, with the time, the region, the type of entry and a message for each row.
  • Clear - empties the Trace Viewer ready for the next problem.

What your customer sees

  • Nothing changes for your customers. Only activity from the browser where you pressed Record is captured, including pages you view as a customer.

Great for

  • Finding out why a checkout, payment or delivery option was not offered.
  • Checking what a connected print system was sent and what it answered when a price does not load.

Good to know

  • Recorded details can include customer names and addresses. Treat them as confidential, do not share them with a third party without permission, use a test customer where you can, and press Clear when you have finished.
  • Browsing pages and searching add no entries you can see. Entries appear when the platform makes a decision, such as which options to offer at checkout, when something fails for the customer, or when it calls a connected system.
  • Recording is switched on in the browser where you pressed Record. In another browser where you are signed in as the same administrator, the page shows Not recording, but the entries already recorded are still listed.
  • Entries are only kept for a limited time, so read them soon after you record. Until then they stay in the list, so press Clear before you record again.
TipPress Clear before you start a new recording, so the list only holds what you are about to reproduce.

Before you begin

  • You need the Access Diagnostic Recorder permission, which the Administrators role has by default.

Interactive walkthrough

Interactive walkthrough

Record and read a trace with the Diagnostic Recorder

Record what the platform does while you reproduce a problem, then read it as a plain-language timeline.

  1. Record the problem
  2. Read it, stop and clear
  1. Open the Diagnostic Recorder
    Open the Diagnostic Recorder Click System, then Diagnostic Recorder. Treat what you record as confidential: it can contain personal information.
  2. Name the session and press Record
    Name the session and press Record Type a short name for the problem in Session label (optional), then click Record. Clear old entries first if any are listed.
  3. Check that recording is on
    Check that recording is on The status reads Recording with an Expires in countdown. Now repeat the action that goes wrong in this browser, such as basket and checkout as a customer, then come back here.
  4. Read the trace
    Read the trace Click the refresh arrow and look for the row that names what went wrong. Each row shows the time, region, type and a plain-language message.
  5. Stop recording
    Stop recording Click Stop recording. The status changes to Not recording and the entries stay.
  6. Clear the trace
    Clear the trace Click Clear, then confirm. Do this before you record the next problem.

You can now record a problem, read what the platform did, then stop and clear the trace.

Step-by-step

  1. Open the Diagnostic Recorder
    1. In the admin area, click System in the left-hand menu.
    2. Click Diagnostic Recorder.

    The page opens with a warning that trace data can contain personal information. Treat what you record as confidential and do not share it with a third party without permission. The status reads Not recording and the Trace Viewer is empty.

    If the Trace Viewer already lists entries from an earlier recording, clear them first (see step 6).

    System > Diagnostic Recorder

    System > Diagnostic Recorder
  2. Name the session and press Record
    1. Click the Session label (optional) box and type a short name for the problem you are investigating, for example Payment methodOne of the forms of payment available to the customers of a particular Storefront. missing at checkout.
    2. Click Record.

    The status can take a second or two to change. If Record is greyed out and the page says recording is unavailable, try again later.

    Name the session, then press Record

    Name the session, then press Record
  3. Check that recording is on, then reproduce the problem

    The status changes to Recording, with an Expires in countdown that starts at 10 minutes, and the Record button becomes Stop recording. The recording ends by itself when the countdown reaches zero.

    Only activity from the browser where you pressed Record is captured, including pages you view as a customer. Use this same browser, signed in to the admin area (every tab in it is recorded), and repeat the action that goes wrong:

    1. Go to Customers > Customer Management, find the customer who reported the problem and click ImpersonateWhen logged into Infigo as an administrator, you are able to "Impersonate" other customers from the Customer Management screen. on their row. If the button is greyed out, that customer cannot be impersonated, for example because the account is inactive or has a higher role than yours. Use a different test customer.
    2. Repeat the action. For example, open a product page, click Add to basket, open the basket, then click Checkout so the checkout page loads. Do not place an order.
    3. Open My Account and click Finish Impersonation, then return to System > Diagnostic Recorder.

    Recorded details can include customer names and addresses. Use a test customer where you can, and clear the trace when you have finished.

    Recording is on

    Recording is on
  4. Read the trace

    New entries appear in the Trace Viewer as the platform records them. Click the circular refresh arrow at the top of the viewer to load the latest at once. The newest entry is at the top; switch Newest first off to read in the order things happened. Look for the row that names what went wrong. Each row shows:

    • # and Time (UTC): the order and time of the entry.
    • Region: the part of the platform, for example Usage rules.
    • Type: External call for a call to a connected system, Customer value for a decision made for the customer, such as an option that was not offered, or Customer failure for something that failed for them.
    • Context and Message: what it was about and what happened.

    When the message names a rule, open that rule to check its conditions. Options can appear under their system name, for example CheckoutAttribute.47 is a checkout option. The same line can appear several times in a row. Where a row has more detail, you can open it to read the full message.

    The list keeps only the latest 500 entries, so keep the reproduction short. No entries? Click the refresh arrow, check you used the same browser, and record again if the countdown ran out. The list only shows entries for the decisions, failures and connected-system calls the platform records, so an action that involves none of them leaves it empty.

    Time, region, type, what happened

    Time, region, type, what happened
  5. Stop recording
    1. Click Stop recording.

    The status changes to Not recording and the button goes back to Record. The entries stay in the Trace Viewer so you can keep reading them.

    Press Stop recording when you have reproduced the issue

    Press Stop recording when you have reproduced the issue
  6. Clear the trace
    1. Click Clear at the top of the Trace Viewer.
    2. In the confirmation, click Clear again. It cannot be undone.

    Entries are only kept for a limited time after recording, so read them soon after you reproduce the problem. Until then they stay in the list, and entries from an earlier recording mix with new ones, so clear the trace when you have finished and before you record the next problem.

    Clear removes every entry

    Clear removes every entry

Video transcript

Overview video

0:00 Diagnostic Recorder: what it does

0:03 The Diagnostic Recorder is a page in the admin area. It records what the platform does while you repeat an action that goes wrong, and shows the result as a timeline you can read.

0:14 You give the session a name and press Record. The status changes to Recording and a countdown shows when it will end by itself. Then you repeat the action in the same browser, for example by viewing your storefront as a customer and going to the checkout.

0:30 Each entry has a time, the region it came from, a type and a message. Here, the messages say which checkout options were not offered and the rule that stopped them. If your store is connected to a print system, its calls appear as external call entries too, showing the request that was sent and the response that came back.

0:50 You will find it under System in the admin area, with a Record button and a Trace Viewer. The step-by-step guide on this page shows how to use it.

Step-by-step video

0:00 Record and read a trace with the Diagnostic Recorder

0:04 In this tutorial we'll use the Diagnostic Recorder to record what the platform does while you reproduce a problem. We'll start a recording, repeat the action, read the trace, then stop and clear it. You need the Administrators role, and a test customer you can view your storefront as.

0:22 In the admin area, click System, then Diagnostic Recorder. The page warns that trace data can contain personal information, so treat it as confidential. The status reads Not recording. If the Trace Viewer already lists entries, clear them first.

0:40 Type a short name for the problem you are investigating in the Session label box, then click Record. The status can take a second or two to change.

0:49 The status now reads Recording, with a countdown that starts at ten minutes, and the button has become Stop recording. Now repeat the action that goes wrong in this same browser window, for example by impersonating a test customer, opening the checkout without placing an order, and then finishing the impersonation. Then come back to this page.

1:11 Entries appear in the Trace Viewer. Click the refresh arrow to load the latest, and look for the row that names what went wrong. Each row shows the time, the Region, which is the part of the platform, the type, and a message. Customer value is a decision made for the customer, such as an option that was not offered. The same line can appear several times in a row.

1:34 When you have reproduced the problem, click Stop recording. The status changes to Not recording, and the entries stay in the Trace Viewer so you can keep reading them.

1:44 Click Clear, then confirm. Entries are only kept for a limited time, so read them soon after you record, and clear the trace when you have finished.

1:54 That is the Diagnostic Recorder. The steps below cover each screen. Next time something goes missing, record it and read the trace.

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Alternate Search Phrases
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Guide | Record and read a trace with the Diagnostic RecorderLast updated: 2 Nov 2026
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