Workflow: Generating a HAR file for troubleshooting

In this tutorial, you'll learn how to generate network requests and error logs that Zendesk Customer Support requests to troubleshoot issues. A member of the team can ask you to record a HTTP Archive (HAR) file, or a log of network requests, while an issue occurs. To help troubleshoot issues, include browser console logs in addition to the HAR file.

Similarly, you can also collect Windows log files in addition to HAR files.

Note: A HAR file includes data such as the content of cookies and the pages you download while you make the recording. Anyone with access to the HAR file can view the data submitted while recording, which can include personal or sensitive data. Secure HAR files accordingly. Cloudflare released a HAR sanitizer to strip sensitive information.

This workflow includes the steps below:

• Instructions for generating HAR files
• Instructions for sending HAR files
• Additional resources

Instructions for generating HAR files

Select the tabs below to read the instructions to generate a HAR file and console logs in the browser you use.

Generate a HAR file in Chrome

To generate a HAR file in Chrome:

1. Open Chrome and go to the page where the issue occurs.
2. Look for the ⋮ button and select More Tools > Developer Tools.
3. Select the Network tab from the panel. You must keep the menu open while you reproduce the issue. Optional: If Zendesk Customer Support requests a HAR file with WebSockets, select the Socket option in the Network tab. Reload the browser to start seeing the traffic over the WebSocket. The Socket option does not capture all logs when you download the HAR file, but for display filter purposes and download WebSocket logs only.
4. Look for a round record button in the upper-left corner of the tab and ensure it is red. If it is grey, click the button once to start recording.
5. Check the Preserve log box.
6. Click the grey crossed circle button to clear existing logs from the network tab.
7. Reproduce the issue while the network requests record.

8. Click the download button, Export HAR, to download and save the file to your computer: Save as HAR with Content.

   

9. Upload the HAR file to the ticket for further investigation. See Instructions for sending HAR files.

The instructions are the same for a Mac or Windows computer. The animation below shows the steps to retrieve a HAR file in Chrome.

For issues with file generation, capture web session traffic.

If you generate an empty HAR file with zero bytes, enable HAR exports with sensitive data.

To retrieve console logs in Chrome:

1. Open the Main Menu for Chrome.
2. Go to More Tools > Developer Tools.
3. Open the Console tab and screenshot any errors.

Generate a HAR file in Firefox

To generate a HAR file in Firefox:

1. Open Firefox and go to the page where the issue occurs.
2. Open the Network Monitor.
3. Reproduce the issue while the network requests record.

4. Right-click anywhere under the File column and click Save All As HAR.

   

5. Save the HAR file in a convenient location.
6. Upload the HAR file to the ticket for further investigation. See Instructions for sending HAR files.

The instructions are the same for a Mac or Windows computer. Use the Network Monitor for issues with file generation in Firefox.

To retrieve console logs in Firefox:

1. In the Tools menu, select Web Developer.
2. Console logs appear in a separate window.
3. Screenshot any errors.

Generate a HAR file in Safari

To generate a HAR file in Safari:

1. Open Safari and go to the Develop menu. If you do not see the Develop menu, follow the instructions in the see Use the developer tools in the Develop menu in Safari on Mac.
2. Select Show Web Inspector.
3. Click the Network tab. You must keep it open while you reproduce the issue.
4. Reproduce the issue while the network requests record.
5. Click the Export icon and save the HAR file.
6. Upload the HAR file to the ticket for further investigation. See Instructions for sending HAR files.

For issues with file generation in Safari, use the Web Inspector.

To retrieve console logs in Safari:

1. Open Preferences and go to the Advanced tab.
2. Select Show Developer menu in the menu bar.
3. Close Preferences.
4. In the menu bar, select Developer > Show error console.
5. Screenshot any errors.

Generate a HAR file in Edge

To generate a HAR file in Edge:

1. Open Edge and go to the Network tool.
2. Reproduce the issue while the network requests record.
3. Export captured traffic as a HAR file.
4. Upload the HAR file to the ticket for further investigation. See Instructions for sending HAR files.

For issues with file generation in Edge, use the Inspect network activity tool.

To retrieve console logs in Edge:

1. Select the three dots in the upper-right corner of the browser window.
2. Click More tools > Developer Tools.
3. In the DevTools panel, click the Console tab.
4. Right-click the console and select Clear Console of any pre-existing logs.
5. Check the Preserve Log checkbox.
6. Replicate the issue in the Edge browser.
7. Screenshot any errors.

Note: The widget in the lower right-hand corner of this page does not support the attachment of HAR files or files that exceed 50MB. Instead, attach the file to the ticket through email or a method such as Google Drive or Dropbox.

Instructions for sending HAR files

Before you send a HAR file to Zendesk:

• Rename and zip or compress HAR files
• Uncompressed HAR files are often over Zendesk attachment limits
• By default, HAR files use the page URL as the file name
• Files with .com extensions look suspicious to spam and phishing filters. Give the HAR file a descriptive name that does not include the full URL

Additional resources

If you experience issues with your account, use troubleshooting guides to diagnose the issue. If you are not a Zendesk customer yet, register for a Zendesk trial.