Learn what a HAR file is, when Hostaway Support may ask for one, and how it helps troubleshoot browser, network, or dashboard loading issues.
For the Technical Support team to be able to troubleshoot some complex cases or cases that cannot be reproduced for different users, a HAR file might be requested.
A HAR file provides some additional information about the network requests that are generated in your browser while an issue occurs.
Note: Keep in mind that HAR files contain sensitive data, including the content of the pages you downloaded while recording and your cookies.
To generate the HAR file for Chrome
- Open Google Chrome and go to the page where the issue is occurring.
- Look for the Vertical ellipsis button and select More Tools > Developer Tools.
- From the panel opened, select the Network tab.
- 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.
- Check the box Preserve log.
- Click the Clear button to clear out any existing logs from the Network tab.
- Reproduce the issue that you were experiencing before, while the network requests are being recorded.
- Once you have reproduced the issue, right-click anywhere on the grid of network requests,and select Save as HAR with Content.
- Provide the HAR file to Techincal Support to troubleshoot it further.
Same instructions for MAC and Windows.
To generate the HAR file for Firefox
- Open Firefox and go to the page where you are experiencing trouble.
- Select the Firefox menu at the top-right of your browser window, then select Web Developer > Network.
- The recording will start when you start performing actions in the browser.
- Once you have reproduced the issue, right-click anywhere under the File column, and click on Save all as Har.
- Provide the HAR file to Technical Support to troubleshoot it further.
Same instructions for MAC and Windows.