When troubleshooting complex issues, we might ask you to create and submit a HAR (HTTP Archive) file recorded while the issue is occuring. A HAR file is a log of network requests that provides us with necessary additional information about the network requests that are generated in your browser while an issue occurs.

This guide provides information on how to easily generate and submit a HAR file for different browsers.

Please keep in mind that HAR files may contain sensitive data, including the content of the pages you downloaded while recording, your cookies and all the information that you submitted while recording.

Generating HAR files for Google Chrome

1. Open Google Chrome and go to the page where the issue is occurring
2. From the Chrome menu bar select View → Developer → Developer Tools
3. Select the Network tab on the panel that opened up in your screen.
4. Look for the round Record button in the upper left corner of the panel. Make sure that the button is red, if it is grey click it to start recording.
5. Check the box next to Preserve Log
6. Click the Clear button, located next to the record button, in order to clear out any existing logs from the Network tab.
7. Try to reproduce the issue you were experiencing before, while the network requests are recorded.
8. Once you have reproduced the issue, right click anywhere on the grid of network requests, select Save as HAR with Content, and save the file to your computer.
9. Upload your HAR file to your support ticket or attach it to your email so that we can analyze it.

Generating HAR files for Firefox

1. Open Firefox and go to the page where the issue is occurring
2. Select the Firefox menu (three horizontal lines) at the top right of your window and then select Web Developer → Network
3. The recording will start automatically when you start performing actions in the browser.
4. Try to reproduce the issue you were experiencing before, while the network requests are recorded.
5. Once you have reproduced the issue and you see that all actions have been generated in the panel, right click anywhere under the File column, select Save All As HAR and save the file to your computer.
6. Upload your HAR file to your support ticket or attach it to your email so that we can analyze it.

Generating HAR files for Internet Explorer/Edge

1. Open Internet Explorer or Edge and go to the page where the issue is occurring
2. Press F12 on your keyboard (Alternative: In IE select the gear icon → F12 Developer Tools In Edge select the Settings Menu→Developer Tools (three horizontal dots))
3. Select the Network tab
4. Click the Clear Session button
5. Try to reproduce the issue you were experiencing before, while the network requests are recorded.
6. Once you have reproduced the issue, click the Save button.
7. Give the trace a filename and click the Save button. This will save it as a .har or .xml file.
8. Upload your HAR file to your support ticket or attach it to your email so that we can analyze it.