Support may request a HAR file to assist with troubleshooting a challenging issue that cannot be reproduced in a testing environment. You may need to ask your IT/Security team if your company's policies allow you to capture and provide a network trace for troubleshooting.
To generate a HAR file in Chrome browser:
- Open Google Chrome
- From the Chrome menu bar select More Tools > Developer Tools
- From the panel opens at the bottom of your screen, 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 is grey, click it once to start recording.
- Check the box next to Preserve log
- Click the Clear button (🚫) to clear out any existing logs from the Network tab.
- Now try to reproduce the issue and let the page load while the network requests are being recorded.
- Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Save as HAR with Content.
- Provide us with the saved HAR file. We can generate a shared Box.com folder to allow you to securely upload the HAR file if required. If so - please let us know the email address(es) of who would require access and we can send an invite.
Instructions for other browsers can be found here: https://support.zendesk.com/hc/en-us/articles/204410413-Generating-a-HAR-file-for-troubleshooting
To save the Console Log in Chrome browser:
1. In Developer Tools, select the Console tab
2. Right click on any log statement in the console window, and click Save As… to save the log file to your computer.
Please note - HAR files capture all network traffic during the time that they are being recorded. This traffic data can potentially include private or personally identifiable information. Customers are responsible for any data they provide to Firstup, including within HAR files. HAR files can be edited with a text editor, therefore before sharing a HAR file, we strongly recommend manually removing any sensitive information.