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Generate a HAR file for troubleshooting

What’s a HAR file and why does support need one?

A HAR (HTTP Archive) file1 records everything your browser does on the network: every request, response, and load time. When you’re hitting a speed issue, caching problem, or a bug that’s hard to reproduce, a HAR file gives our support team the exact data they need to diagnose what’s going wrong.

How to generate a HAR file

Chrome

  1. Go to the page where the issue happens.
  2. Press F12 (or right-click the page and select Inspect) to open Developer Tools.
  3. Click the Network tab.
  4. Make sure the record button (top-left circle) is red. If it’s grey, click it to start recording.
  5. Check Preserve log so the data isn’t cleared on page reload.
  6. Refresh the page or reproduce the issue.
  7. Right-click anywhere in the network requests list and select Save all as HAR with content.
  8. Save the file and attach it to your support ticket or email.

Firefox

  1. Go to the page where the issue happens.
  2. Press Ctrl+Shift+E (Windows/Linux) or Cmd+Option+E (Mac) to open the Network panel directly. You can also use the menu: Menu > More Tools > Web Developer Tools, then click the Network tab.
  3. Check Persist Logs if the issue spans multiple page loads.
  4. Refresh the page or reproduce the issue.
  5. Right-click anywhere in the network requests list and select Save All As HAR.
  6. Save the file and attach it to your support ticket or email.

Microsoft Edge

  1. Go to the page where the issue happens.
  2. Press F12 (or right-click and select Inspect) to open Developer Tools, then click the Network tab.
  3. Check Preserve log so the data isn’t cleared on page reload.
  4. Refresh the page or reproduce the issue.
  5. Right-click anywhere in the network requests list and select Save all as HAR with content.
  6. Save the file and attach it to your support ticket or email.

Safari

  1. Enable developer tools: go to Safari > Settings > Advanced and check Show features for web developers.
  2. Go to the page where the issue happens.
  3. Select Develop > Show Web Inspector.
  4. Click the Network tab.
  5. Refresh the page or reproduce the issue.
  6. Click the Export button in the Network tab toolbar.
  7. Save the file and attach it to your support ticket or email.

Internet Explorer doesn’t support HAR file export. If you’re still on IE, please switch to Chrome, Firefox, or Edge to generate the HAR file.

Sending the HAR file to support

Attach the HAR file directly to your support ticket or email. It contains the network-level detail our team needs to pinpoint and fix your issue.

Footnotes

  1. A JSON-formatted archive that logs all browser-server communication during a browsing session ↩

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