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.