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Create a HAR file to help Customer Support troubleshoot your issue

Sometimes the Support team may ask for a HAR file to help troubleshoot an issue. This file contains information about your session and any errors that may be occurring.

You can obtain a HAR file directly from your browsers Developer Tools. Different browsers require slightly different steps to generate it.

Chrome

  1. Right-click anywhere on the web-page you want to record

  2. Choose Inspect from the menu. You can also use the keyboard shortcut CTRL+Shift+I/⌘+⌥+I.

  3. In the Developer Tools panel, switch to the Network tab

  4. Make sure the Preserve log checkbox is enabled to keep the recording active across multiple page loads. If it's grey, click it to begin recording. A red circle at the top left of the Network tab indicates that recording is in progress.

  5. With the Network tab open, refresh the page or perform the actions that are causing the issue you want to troubleshoot.

  6. Once you've captured the necessary activity, click the Download button, name the file, and save.
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    HAR-file.png

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  7. Email the file to [email protected]

Safari

Before you begin, you may need to enable the Develop menu.

  1. Go to Safari → Preferences → Advanced

  2. Check the box labelled Show Develop menu in menu bar

When the Develop menu is enabled:

  1. Right-click on the page and select Inspect Element; or go to Develop > Show Web Inspector from the menu bar; or use the shortcut ⌘+⌥+I.

  2. In the Web Inspector window, switch to the Network tab

  3. On the far right of the Network tab's toolbar, check the box labelled Preserve Log

  4. Refresh the page or replicate the issue you are experiencing.

  5. Click Export to create a HAR file — ​if Export is disabled, refresh the page to enable it

  6. Name it and and save it
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  7. Email the file to [email protected]

Edge

  1. Right-click on the page and select Inspect or press CTRL+Shift+I/⌘+⌥+I.

  2. Switch to the Network tab

  3. Ensure Preserve log is enabled.

  4. Refresh the page or perform the actions you need to capture.

  5. Once you've captured the necessary activity, click the Download button and give your HAR file a name.
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  6. Email the file to [email protected]

Firefox

  1. Right-click on the page and choose Inspect or use the shortcut CTRL+Shift+I or ⌘+⌥+I.

  2. Switch to the Network tab

  3. Click the gear button on the far right of the Network tab's toolbar to open the settings

  4. Ensure Persist Logs is enabled; if it isn't, enable it

  5. Refresh the web page or repeat the steps that trigger the problem you're investigating

  6. Right-click on any of the recorded requests and choose Save All As HAR
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  7. Email the file to [email protected]

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