To help our support team diagnose certain web-related issues, we may occasionally request to record a HAR (HTTP Archive) file while reproducing the issue.

The following section provides detailed instructions for generating a HAR file in the most commonly used and supported browsers.

Instructions for generating HAR files

Generate a HAR file in Chrome

1. Open Chrome 
2. Select the Kebab button and select More Tools > Developer Tools.
3. From the panel that appears, select the Network tab. You must keep this menu open while you reproduce the issue.  
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 the button once to start recording.
5. If it isn't, check the Preserve log box.
6. Click the grey crossed circle button to clear any existing logs from the network tab.
7. Reproduce the issue while the network requests are recorded.
8. Click the download button, Export HAR, to download, and save the file to your computer: Save as HAR with Content.

NOTE: For any issues generating this file, see this article from Google's Help Center: Capture web session traffic. If you generate an empty HAR file, see the Why are exported Chrome HAR files returning zero bytes? troubleshooting article. 

Generate a HAR file in Firefox

1. Open Firefox 
2. Look for the Hamburger button and select More Tools > Web Developer Tools.
3. Reproduce the issue while the network requests are recorded.
4. Right-click anywhere under the File column and click Save All As HAR.
5. Save the HAR file somewhere convenient.

NOTE: For any issues generating a HAR file in Firefox, see THIS article from Firefox Source Docs..

Generate a HAR file in Safari

1. Open Safari 
2. Open the Develop menu. If you don't see the Develop menu, follow the instructions in this article from the Safari User Guide: Use the developer tools in the Develop menu in Safari on Mac.
3. Select Show Web Inspector.
4. Click the Network tab. You must keep it open while you reproduce the issue.
5. Reproduce the issue while the network requests are recorded.
6. Click the Export icon and save the HAR file.

NOTE: For any issues generating a HAR file in Safari, see THIS article from Safari Developer website.

Generate a HAR file in Edge

1. Open Edge
2. Look for the Meatballs button and select More Tools > Developer Tools.
3. From the panel that appears, select the Network tab. You must keep this menu open while you reproduce the issue.  
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 the button once to start recording.
5. If it isn't, check the Preserve log box.
6. Click the grey crossed circle button to clear any existing logs from the network tab.
7. Reproduce the issue while the network requests are recorded.
8. Click the download button, Export HAR, to download, and save the file to your computer: Save as HAR with Content.

NOTE: For any issues generating a HAR file in Safari, see THIS article from Microsoft Edge website.

Sharing HAR files

Because HAR files can sometimes exceed the maximum attachment size limit (25 MB) in our Zendesk Support portal, we recommend uploading the file to a cloud storage service such as Google Drive, Microsoft OneDrive, or another large file-sharing platform. Once uploaded, please share the download link within your support ticket.