A customer service team member may ask you to record a HAR file to help us troubleshoot a complex issues. The HAR file will contain a record of all errors and network requests.   


Note: Keep in mind that HAR files contain sensitive data, including 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 ( personal details, passwords, credit card numbers, etc.).

 To generate the HAR file for 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. From the panel opened at the bottom of your screen, select the Network tab.
  4. Look for a round Record button in the upper left corner of the Network tab, and make sure it is red. If it is grey, click it once to start recording.
  5. Check the box next to Preserve log .
  6. Click the Clear button  to clear out any existing logs from the Network tab.
  7. Now try to 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 we may analyze it.

 To generate the HAR file for 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 will open as a docked panel at the side or bottom of Firefox. Click on the Network tab.
  4. The recording will autostart once 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.

 To generate the HAR file for 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.

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