Generating a HAR file for troubleshooting

When troubleshooting complex issues, it is sometimes necessary for our customer service team to obtain additional information about the network requests that are generated in your browser while an issue occurs. A customer service team member may request that you record a HAR file, or a log of network requests, while that issue is occurring and then provide that to them for further analysis.

Note: Keep in mind that HAR files contain sensitive data, including the content of the pages you downloaded while recording and your cookies. This allows anyone with the HAR file to impersonate your account and all the information that you submitted while recording (personal details, passwords, credit card numbers, etc.).

To generate the HAR file for Chrome

1. Open Google Chrome and go to the page where the issue is occurring.
2. Look for the Vertical ellipsis button and selectMore Tools > Developer Tools.
3. From the panel opened, select theNetworktab.
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 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, in Chrome, clickDownload. Then save the file to your computer:Save as HAR with Content
9. Upload your HAR file to your ticket or attach it to your email so that our Support team can analyze it.

The instructions are the same for a MAC computer or a Windows computer. Here is a brief animation showing this process:

To generate the HAR file for Firefox

1. Open Firefox and go to the page where you are experiencing trouble.
2. Select the Firefox menu (three horizontal parallel lines) at the top-right of your browser window, then selectWeb Developer>Network.
3. The Developer Network Tools opens as a docked panel at the side or bottom of Firefox. Click theNetworktab.
4. The recording autostarts when you start performing actions in the browser.
5. 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), right-click anywhere under theFilecolumn, and click onSave all as Har.
6. Save the HAR file somewhere convenient.
7. Upload your HAR file to your ticket or attach it to your email so that we may analyze it.

The instructions are the same for a MAC computer or a Windows computer.

To generate the HAR file for Internet Explorer