How to run a Fiddler Trace by using Microsoft Automated Troubleshooting Services

Summary
To troubleshoot a customer-reported issue, you can run Microsoft Automated Troubleshooting Services to collect a Fiddler Trace and then upload files to Microsoft Support. 

More information
To use Microsoft Automated Troubleshooting Services, follow these steps:
  1. Review the email that you received that's titled "Microsoft support incident: XXXXXXXXXX." Open an InPrivate browser window by starting Internet Explorer and then typing Ctrl+Shift+P. Then, copy and paste the link from the email.
  2. When you're prompted, click Run.

    A screenshot of the Instructions to run page
    A screenshot of the Preparing to load page
  3. Read the following screen. This explains the tool’s use and usage terms. 

    A screenshot of the tool to explain the use and usage terms
  4. After you accept the terms, click Start. You are prompted to grant administrative credentials to continue.

    A screenshot of the Start tool page
  5. Click Next to let the tool collect diagnostic details of the server and then make preparations to begin the network diagnostics.

    A screenshot of the Network Capture Diagnostic page
  6. If you have run this program before or installed the stand-alone Fiddler tools, you may be prompted to remove those certificates if they were not correctly removed during the last test. Click Next.

    A screenshot saying the machine contains Fiddler certificates that need to be removed
  7. Click Next to begin the network trace.

    A screenshot of next to start networking tracing page
  8. Click Yes to install the certificate that's required for Fiddler to decode the HTTPS traffic. If you don't see the Security Warning pane, look for the associated icon on your taskbar to continue. The pane may have gone into the background.

    A screenshot of the security warning page
  9. When the following screen appears, perform the steps to reproduce the issue. When the repro process is completed, click Stop Capture and Collect Data.

    A screenshot of the reproduce the problem page

    A screenshot of collecting diagnostic results page
  10. The tool will collect data and then prompt you to remove the certificate from the server.

    A screenshot of the Root Certificate Store page
  11. After the certificate is removed, you are prompted to set a password. This is used to encrypt the captured data and to prepare the data to be transferred on the Internet. Later, Microsoft Support will use this password to review the data. 

    A screenshot of the provide a password page
  12. After you enter a password, a list of diagnostic information that's been collected is displayed. These are the items that will be sent to Microsoft. Click Next.

    A screenshot of reviewing the diagnostic results page
  13. Click Save a copy if you want, and then click Send to transfer the results to Microsoft Support.

    A screenshot of the send diagnostic data to Microsoft page

    A screenshot saying the file transfer was successful page
  14. This process is now completed. Contact us by telephone to verbally provide the password to the engineer that you are working with.  Do not send the password in the email for your service request.


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Article ID: 3056890 - Last Review: 03/29/2016 08:57:00 - Revision: 2.0

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