Record a HAR file for troubleshooting

  • Updated

When troubleshooting complex issues, we may ask you to generate a HAR file, so that we can analyze the network requests of your browser.

The two main reasons why we would ask you to generate a HAR file are:

  • if we cannot reproduce your issue;
  • if we need to measure the application performance from your location.

When that situation occurs, we will ask you to record a specific scenario in a HAR file. This article will walk you through the steps.

Share the HAR files only with our support team, as they contain sensitive data, including 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.).

Record a HAR file with Google Chrome

  1. Go to the page where the issue is occurring.
  2. Right click anywhere in the page, and select Inspect.
  3. On the top of the panel, click the tab Network.
  4. On the top left of the panel, make sure the Record button (🔴) is red. If it is grey, click it once to start recording.

    CleanShot_2022-01-20_at_17.09.20.gif

  5. On the right of the Record button, click Clear, to clear out any existing logs.

    CleanShot_2022-01-20_at_17.14.30.gif

  6. On the right of the Clear button, check the boxes Preserve log and Disable cache

    CleanShot_2022-01-20_at_17.16.38.gif

  7. Reproduce the issue that you were experiencing before, while the network requests are being recorded.
  8. On the right of the boxes you’ve previously checked, click Export as HAR... (icon of an arrow pointing down).

    mceclip0.png

  9. Save the HAR file on your computer
  10. We highly recommend that you reproduce the issue 3 times in a row (in 3 separate recordings), to exclude outliers from performance measures.
  11. Attach the files to your support ticket and send them to us.
    • If the file is bigger than 25MB, we suggest you host it on a secure server, and send us the download link.
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