When things go wrong, our support team might need technical information to help fix the problem. For example, we might ask for a HAR file, or a log of network requests, to help us troubleshoot the issue.
To generate a HAR file
Watch the video or choose a browser below to see more specific steps about generating a HAR file.
Generate the HAR file for Chrome
- Open Google Chrome and go to the page where the issue is
- Select the three dots,
, beside your profile picture and select More Tools > Developer Tools
- From the panel that opens, select the Network tab
- Look for a round Record button
in the upper left corner of the tab, and make sure it is red. If it’s gray, click it once to start recording. This records what’s happening so our teams can see.
- Check the box Preserve log
- Select the Clear button
to clear out any existing logs from the Network tab
- While the network requests are being recorded, reproduce the problem you’re reporting. In other words, show us the problem you’re experiencing.
- After showing the issue, choose Export HAR to download the recording. Save the file to your computer (Save as HAR with Content)
If we ask you to send us a HAR file, we will let you know the best way then. Once we receive it, we’ll analyze what’s happening and reply.
Generate the HAR file for Firefox
- Open Firefox and go to the page where the issue is
- Select the Firefox menu
at the top-right of your browser window, then select More tools > Web Developer
- This opens a panel at the side or bottom of Firefox. Click the Network tab
- The recording autostarts when you start performing actions in the browser. While the network requests are being recorded, reproduce the problem you’re reporting. In other words, show us the problem you’re experiencing.
- 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 in the File column, and click on Save all as Har.
- Save the HAR file to your computer
If we ask you to send us a HAR file, we will let you know the best way then. Once we receive it, we’ll analyze what’s happening and reply.
To generate the HAR file for Safari
- Open Safari and go to the page where the issue is. If you see the Develop tab at the top, near File, Edit, View, etc., skip to step 4.
- If you don’t see the Develop tab, choose Safari > Preferences
- Select the box Show Develop menu in menu bar
- Open the Develop menu and select Show Web Inspector
- Choose the Network tab
- The recording autostarts when you start performing actions in the browser. While the network requests are being recorded, reproduce the problem you’re reporting. In other words, show us the problem you’re experiencing.
- Select the Export button on the far right of the network tab and save the HAR file to your computer
If we ask you to send us a HAR file, we will let you know the best way then. Once we receive it, we’ll analyze what’s happening and reply.
To generate the HAR file for Edge
- Open Microsoft Edge and go to the page where the issue is
- Click the horizontal ellipsis menu button and select More Tools > Developer Tools
- Click the Network tab, and then click the Record button in the upper left corner of the tab and verify that it is red
- Check the Preserve Log box
- Choose the Clear button to clear out any existing logs from the Network tab
- While the network requests are being recorded, reproduce the problem you’re reporting. In other words, show us the problem you’re experiencing.
- Right-click anywhere on the grid of network requests and choose Save as HAR with Content and save the file to your computer
If we ask you to send us a HAR file, we will let you know the best way then. Once we receive it, we’ll analyze what’s happening and reply.
