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How to generate a HAR file for troubleshooting

Updated

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.

Chrome

To generate a HAR file in Chrome
  1. Open Chrome and go to the page where the issue is occurring.
  2. Look for the vertical ellipsis button and select More Tools > Developer Tools.
  3. From the panel that appears, select the Network tab and ensure the ALL option is selected. Screenshot_2023-01-10_at_4.03.45_PM.png
  4. 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.
  5. Check the box Preserve log. Screenshot_2023-01-10_at_4.02.53_PM.png
  6. Click the clear button to clear any existing logs from the network tab. Screenshot_2023-01-10_at_4.02.11_PM.png
  7. Reproduce the issue while the network requests are recorded.
  8. Click the download button, Export HAR, to download, and save the file to your computer: Save as HAR with Content. Screenshot_2023-01-10_at_4.05.32_PM.png
  9. Upload the HAR file to your email to the Support team for further investigation.

The instructions are the same for a MAC computer or a Windows computer. 

For any issues generating this file, see this article from Google's Help Center: Capture web session traffic.

Firefox 

To generate a HAR file in Firefox
  1. Open Firefox and go to the page where the issue is occurring.
  2. Open the Network Monitor.
  3. Reproduce the issue while the network requests are recorded.
  4. Right-click anywhere under the File column and click Save All As HAR.

  5. Save the HAR file somewhere convenient.
  6. Upload the HAR file to your ticket with Zendesk Customer Support for further investigation.

The instructions are the same for a MAC computer or a Windows computer. For any issues generating a HAR file in Firefox, see this article from Firefox Source Docs: Network Monitor.

Safari

To generate a HAR file in Safari
  1. Open Safari and go to the Develop menu. If you don't see the Develop menu, follow the instructions in this article from the Safari User Guide: Use the developer tools in the Develop menu in Safari on Mac.
  2. Select Show Web Inspector.
  3. Click the Network tab.
  4. Reproduce the issue while the network requests are recorded.
  5. Click the Export icon and save the HAR file.
  6. Upload the HAR file to your ticket with Zendesk Customer Support for further investigation.

For any issues generating a HAR file in Safari, see this article from Safari Developer website:

To generate a HAR file in Edge
  1. Open Edge and go to the Network tool.
  2. Reproduce the issue while the network requests are recorded.
  3. Export captured traffic as a HAR file.
  4. Upload the HAR file to your email to the Support team for further investigation.

For any issues generating a HAR file in Safari, see this article from Microsoft Edge website: Inspect network activity.

Edge

To generate a HAR file in Edge

  1. Open Edge and go to the Network tool.
  2. Reproduce the issue while the network requests are recorded.
  3. Export captured traffic as a HAR file.
  4. Upload the HAR file to your ticket with Support for further investigation.

For any issues generating a HAR file in Safari, see this article from Microsoft Edge website: Inspect network activity.

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