When an issue is more complex it can be helpful for us to better understand what is happening in your browser while the issue is happening. Generating a HAR file from your browser that contains additional information about network requests can be very helpful to find the root cause of an issue.

Because HAR files contain sensitive data this should only be necessary if other methods of problem solving were not successful.

Follow the steps for your browser to generate a HAR file

Chrome

  • Navigate to the page where you experience the issue

  • Toggle the menu to the right (3 dots) and select More Tools > Developer Tools

  • Navigate to the Network Tab in the opened tool

  • Check the Preserve log option

  • Make sure the record button in the top left is red.

  • Clear all previous recordings (button right to the recording button)

  • Reproduce the issue

  • Now you can download the recorded network session as a HAR file

Safari

  • Make sure you can see the Develop menu at the top or follow these steps.

  • Navigate to the page where you experience the issue

  • Navigate to Develop > Show Web Inspector

  • Navigate to the Network Tab in the opened tool

  • Check the Preserve log option

  • Clear all previous recordings by using the trash icon (button at the right)

  • Reproduce the issue

  • Now you can export the recorded network session as a HAR file

Firefox

  • Navigate to the page where you experience the issue

  • Toggle the menu at the top-right (3 lines) and select More Tools > Tools for Web Developers

  • Navigate to the Network Tab in the opened tool

  • Clear all previous recordings by using the trash icon (button left)

  • Reproduce the issue

  • Now you can download the recorded network session as a HAR file by using the gear icon at the right

Edge

  • Navigate to the page where you experience the issue

  • Navigate to More tools > Developer Tools

  • Navigate to the Network Tab in the opened tool

  • Trigger the green arrow to start recording

  • Reproduce the issue

  • Trigger the red arrow to stop recording

  • Trigger the save icon to export the recorded session as a HAR file