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. 

Chrome Browser

To generate a HAR file in Chrome browser:

1. Open Google Chrome.
2. From the Chrome menu bar select More Tools > Developer Tools.
3. From the panel opens at the bottom of your screen, select the Network tab.
4. 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.
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 and let the page load while the network requests are being recorded.
8. Either:
   • Click the Download button (⬇️), and save the file to your computer.
     OR
     (a browser issue may cause the step above to save an empty file)
   • Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Copy > Copy all as HAR (sanitized or with sensitive data).
   • Paste into Notepad or Textedit and save as a text document.
9. Rename and compress the HAR file.
10. Remove or hide any confidential or personally identifying information.
11. Provide us with the compressed 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

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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.

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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.

iOS Device

To generate an HAR file on an iOS device:

1. On your iOS device, navigate to Settings > Safari > Advanced > Enable Web Inspector.
2. Connect your iOS device to your Mac computer and make sure the iOS device is recognized.
3. On your iOS device, launch Safari and reproduce the issue.
4. Launch Safari on your Mac and then click on Develop. 
5. Select the relevant iPad and click on the session, which will open the developer tools.
6. From here, export the HAR file.
7. Rename and compress the HAR file.
8. Remove or hide any confidential or personally identifying information.
9. Provide us with the compressed 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. 

Android Device

To generate an HAR file on an Android device:

USB debugging can be activated from Settings > System > Advanced > Developer Options > USB debugging.

1. With USB debugging enabled, connect your Android device to your PC.
2. With your mobile device connected, navigate in your desktop browser to chrome://inspect/#devices (for the Chrome browser, the same format also works for edge://inspect/#devices, or brave://inspect/#devices. Refer to this link for Firefox steps.)
   
   This will open a browser page on which your Android device and any open browser tabs can be seen.
3. Select Inspect on the tab that is required for troubleshooting.
4. This will open a HAR file capture for your Android device browser tab. Reproducing the issue on your Android device is required to generate network traffic.
5. Export the HAR file.
6. Remove or hide any confidential or personally identifying information.
7. Provide us with the compressed 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.