Generating a HAR file
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 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.). However, we are bound by confidentiality clauses in our product terms so your data is safe.
Below are some instructions about how you can easily generate a HAR file using different browsers.
Chrome
Open Google Chrome and go to the page where the issue is occurring.
Right click anywhere on the page and select Inspect.
From the panel opened, select the Network tab.
Make sure the Preserve log is checked.
Click the Clear button to clear out any existing logs (if any).
Record button: in the upper left corner of the tab there is a round button.
If it’s red - it’s recording.
If it is grey, click it once to start recording.Reproduce the issue that you were experiencing before, while the network requests are being recorded.
Once you have reproduced the issue, you can click the record button to stop the recording.
Export the HAR file by clicking the download icon and save it with a suitable name.
Send us the file via your support ticket.
Safari
Before generating the HAR file, make sure you can see the Develop menu in Safari. If it is not there, follow the instructions under Use the developer tools in the Develop menu in Safari on Mac.
Open Safari and go to the page where the issue is occurring.
Right click anywhere on the page and select Inspect element.
Select the Network tab.
(If the Export button is disabled, refresh the page.)
Click the Clear button to clear out any existing logs.
Reproduce the issue that you were experiencing before, while the network requests are being recorded. In the video I load a saved dataset.
Download the HAR file by clicking the Export button and save it with a suitable name.
Send us the file via your support ticket.
Microsoft Edge
Open Microsoft Edge and go to the page where the issue is occurring.
Right click anywhere on the page and select Inspect
Select the Network tab
Make sure Preserve log is ticked.
Click the Clear button to clear out any existing logs.
Record button: in the upper left corner of the tab there is a round button.
If it’s red - it’s recording.
If it is grey, click it once to start recording.Reproduce the issue that you were experiencing before.
In the video recording above I am loading a saved dataset.Once you have reproduced the issue, you can click the record button to stop the recording.
Export the HAR file by clicking the download icon and save it with a suitable name.
Send us the file via your support ticket.
Firefox
Open Firefox and go to the page where you are experiencing trouble.
Right click anywhere on the page and select Inspect.
Select the Network tab.
The recording starts automatically when you start performing actions in the browser.
Click the cogwheel all the way to the right and make sure the Preserve log is checked.
Click the Bin button (left side) to clear out any existing logs.
Reproduce the issue that you were experiencing before, while the network requests are being recorded.
Once you have reproduced the issue, click the cogwheel again and select Save all as HAR.
Save the HAR file somewhere convenient and give it a suitable name.
Send us the file via your support ticket.
Internet Explorer
We do not support Internet Explorer.
Open Internet Explorer and go to the page where the issue is occurring.
Press F12 on your keyboard(or click the gear icon > F12 Developer Tools)
Click the Network tab.
Reproduce the issue that you were experiencing before, while the network requests are being recorded.
Once done click the Save button.
Give the trace a filename and click the Save button which will save it as a .har file or .xml file.
Upload your HAR file to your ticket or attach it to your email so that we may analyze it.