Troubleshooting
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      How do I generate a HAR file?

      When more complex troubleshooting is needed, we will request you record a HAR file for our technical team to review.

      HAR files must be generated by browser, please review the information below by browser type:

      Chrome

      1. Open Chrome and click on the web page where the problem happened.
      2. Right click on the screen and select Inspect.
      3. Select the Network tab.
      4. Check the Preserve Log and Disable Cache checkboxes.
      5. On the upper left panel, there is a small round button.
        • IMPORTANT! If the button is red, it has started to record and you don’t need to click on the button. If the button is gray, click the button to start recording.
      6. Recreate the error by following the steps that are causing it.
      7. Save the content you want as shown above, right click and click Save as HAR File.
      8. Reply back in the ticket with the file attached for our technical team to review.

      Safari

      To gather a HAR file in Safari you first need to access to the Developer Tools. Please use this Apple doc to enable the Developer Tools.

      1. Open Safari and click on the web page where the problem happened.
      2. Right click on the page and choose Inspect Element.
      3. Select the Network tab.
      4. Click the trash can icon to clear any existing logs in the Network tab.
      5. Refresh the page and recreate the error by following the steps that are causing it.
      6. Click Export HAR to save the HAR file.
      7. Reply back in the ticket with the file attached for our technical team to review.

      Edge

      1. Open Internet Explorer and click on the page where the problem happened.
      2. Click on the menu in the top right (three dots).
      3. Select Developer Tools.
      4. Select the Network tab.
      5. Click the three bars with an X over them (2020-01-09 17_30_49-Microsoft Edge.png) to clear existing logs.
      6. Refresh the page and recreate the error by following the steps that are causing it.
      7. Click the save button to save the HAR file.
      8. Reply back in the ticket with the file attached for our technical team to review.

      HAR files stores session data and is used to solve session errors. For this reason, your HAR file may contain sensitive data including the following:

      • Content of the pages you downloaded while recording.
      • Your cookies, which will allow anyone with the HAR file to impersonate your account.
      • All the information that you submitted while recording.

      We suggest deleting any sensitive information before the HAR file is generated. This information is strictly used for resolving complex technical issues. Please visit our Privacy Policy for more information.