When troubleshooting complex issues, it is sometimes necessary for our customer service team to obtain additional information about the network requests that are generated in your browser while an issue occurs. A customer service team member may request that you record a HAR file, or a log of network requests, while that issue is occurring and then provide that to them for further analysis.
Note: Keep in mind that HAR files 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.).
Opening Developer Tools
- Chrome: press F12 or right-click on the page and select Inspect.
- Firefox: press Ctrl+Shift+I or F12.
- Edge: press F12 or right-click on the page and select Inspect.
- Safari: press Command+Option+I.
Capturing a HAR file
- Go to the Network tab in your browser developer tools.
- Click the Record button to start capturing network activity.
- You can clear the log periodically if you started recording too early
- Perform the action you want to capture (e.g., loading a page, clicking a button).
- Click the Record button again to stop capturing.
- Right-click on any of the network requests and select Save as HAR.
- Name the HAR file something relevant, e.g. "change payment fail"
- Attach the HAR file to the support ticket.