Generating a HAR file for troubleshooting

Estimated reading time: 2 min

To troubleshoot and resolve complex issues, our customer support executive may ask for the HAR file. It helps us deeply understand the network activity between the website and your browser.

Follow the steps given below to generate a HAR file in your respective browser.

Note: Keep in mind that HAR files contain sensitive data, including the 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.).

Generate HAR file in Chrome & Edge

  1. Open Google Chrome and go to the page where the issue is occurring.
  2. Look for the Vertical ellipsis button (Three Dots) and select More Tools > Developer Tools.
  3. From the panel opened, select the Network tab.
  4. Look for a round Record button (Record Icon) in the upper left corner of the tab, and make sure it is red. If it is grey, click it once to start recording.
  5. Check the box Preserve log.
  6. Click the Clear button (Clear Button Icon) to clear out any existing logs from the Network tab.
  7. Reproduce the issue that you were experiencing before, while the network requests are being 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 ticket or attach it to your email so that our Support team can analyze it.

The instructions are the same for a MAC computer or a Windows computer. Here is a brief animation showing this process:

Generate HAR file in Firefox

  1. Open Firefox and go to the page where you are experiencing trouble.
  2. Select the Firefox menu (three horizontal parallel lines) at the top-right of your browser window, then select Web Developer > Network.
  3. The Developer Network Tools opens as a docked panel at the side or bottom of Firefox. Click the Network tab.
  4. The recording autostarts when you start performing actions in the browser.
  5. Once you have reproduced the issue and you see that all of the actions have been generated in the Developer Network Panel (should just take a few seconds), right-click anywhere under the File column, and click on Save all as Har.
  6. Save the HAR file somewhere convenient.
  7. Upload your HAR file to your ticket or attach it to your email so that we may analyze it.

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

Generate HAR file in 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.

  1. Open the Develop menu and select Show Web Inspector.
  2. Click the Network tab and complete the activity that is causing issues.
  3. Click the Export icon on the far right of the network tab and save the HAR file.
  4. Send us the file via your support ticket.

Generate HAR file in Internet Explorer

  1. Open Internet Explorer and go to the page where the issue is occurring.
  2. Press F12 on your keyboard (or click the gear icon > F12 Developer Tools)
  3. Click the Network tab.
  4. Reproduce the issue that you were experiencing before, while the network requests are being recorded.
  5. Once done click the Save button.
  6. Give the trace a filename and click the Save button which will save it as a .har file or .xml file.
  7. Upload your HAR file to your ticket or attach it to your email so that we may analyze it.

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

Attach file in your ticket

Use the attachments option to send your file to our customer executive, or you can upload it to Google Drive or Dropbox and share the link.

If you’re facing any issues while creating a HAR file in your browser, feel free to contact us.

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