When troubleshooting complex issues, it is sometimes necessary for our support team to obtain additional information about the network requests that are generated in your browser while an issue occurs, or in short a HAR File that will capture all the data needed to troubleshoot the issue currently ongoing in your browser.

Below are some instructions about how you can easily generate a HAR file using different browsers.

  • Chrome

  • Firefox

  • Safari

  • Edge

For Chrome

  1. Open Google Chrome and go to the page where the issue is occurring.

  2. In the upper right corner you should see three dots buttons in a horizontal line, click it and select More Tools > Developer Tools.

  3. From the panel opened, select the Network tab.

  4. Look for a round Record button in the upper left corner of the tab, and make sure it is red. If it is grey, click it once to start recording.

  5. Check the box Preserve log.

  6. Click the Clear button ( near the Record button ) to clear out any existing logs from the Network tab.

  7. Reproduce the issue that you were experiencing before, while the network requests are being recorded.

  8. Once you have reproduced the issue, click the down arrow under the Clear button, "Export HAR".

  9. Attach the exported file to the ticket for the customer support team to investigate.

For Firefox

  1. Open Firefox and go to the page where you are experiencing the issue.

  2. Select the Firefox menu (three horizontal parallel lines) at the top-right of your browser window, then select More Tools > Web Developer Tools.

  3. The Developer Network Tools opens as a docked panel at the side or bottom of Firefox. Click the Network tab.

  4. The recording starts when you start performing actions in the browser.

  5. On the right side of the panel click the Gear Icon, make sure Persist logs is checked.

  6. Once you have reproduced the issue and you see that all of the actions have been generated in the Developer Network Panel (should just take a few seconds), click once more on the Gear Icon and Save All as HAR.

  7. Save the HAR file somewhere convenient.

  8. Upload the HAR file to the ticket or attach it to your email so that we may analyse it.

For Safari

Before generating the HAR file, make sure you can see the Develop menu in Safari. If it is not there, follow the instructions here.

  1. Open the Develop menu and select Show Web Inspector.

  2. Click the Network tab and reproduce the issue that you are encountering.

  3. Click the Export icon on the far right of the network tab and save the HAR file.

  4. Send us the file so we can investigate it on our end.

For Edge

Edge natively produces HAR files. For more instructions, see the instructions from the Microsoft website.

  1. Open the Network tool in F12 developer tools.

  2. Reproduce the issue you are facing.

  3. Export captured traffic as a HAR file.

  4. Send it to our support team for investigation.

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