Our support team may occasionally need additional information about the network requests that are generated in your browser. A member of the team may ask you to record a HAR file, or a log of network requests, while that issue occurs. It's also helpful to include any browser console logs in addition to a HAR file.
Click the tabs below to read the instructions to generate a HAR file and console logs in the browser that you use.
Chrome
Firefox
Safari
Edge
To generate a HAR file in Chrome
- Open Chrome and go to the page where the issue is occurring.
- Look for the ⋮ button and select More Tools > Developer Tools.
- From the panel that appears, select the Network tab. You must keep the menu open while you reproduce the issue.
Optional: If Customer Support requests a HAR file with WebSockets, select the WS option in the Network tab. Reload your browser to start seeing the traffic over the WebSocket. - 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 the button once to start recording.
- If it isn't, check the Preserve log box.
- Click the crossed circle button to clear any existing logs from the network tab.
- Reproduce the issue while the network requests are recorded.
- Click the download button, Export HAR, to download, and save the file to your computer: Save as HAR with Content.
- Upload the HAR file to your ticket with Customer Support for further investigation.
The instructions are the same for a MAC computer or a Windows computer. Find below a brief animation with the steps to retrieve a HAR file in Chrome.
Retrieving console logs in Chrome
- Open Main Menu for Chrome.
- Navigate to More Tools > Developer Tools.
- Open the Console tab and screenshot any errors that appear.
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