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In this tutorial, you're going to learn how to generate network requests and error logs that Customer Support requests to troubleshoot issues. A team member can ask you to record a HTTP Archive (HAR) file or a log of network requests when 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 when you record. Anyone with access to the HAR file can view the data you submit during the record process, which can include personal or sensitive data. Secure HAR files accordingly. Cloudflare released a HAR sanitizer to strip sensitive information.

This workflow includes these steps:

Instructions to generate HAR files

Select the tabs 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. Keep the menu open when you reproduce the issue. Optional: If Customer Support requests a HAR file with WebSockets, select the Socket option in the Network tab. Reload the browser to view the traffic over the WebSocket. The Socket option does not capture all logs when you download the HAR file, but only filters the display and downloads WebSocket logs. The Socket option in the Network tab
  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 to start the record process.
  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 when the network records requests

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

    Download button from the network tab in Chrome

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

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

Animation that shows how to generate a HAR file in Chrome

For issues with file generation, capture web session traffic.

If you generate an empty HAR file with zero bytes, turn on 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 when the network records requests

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

    Save All As HAR in Firefox

  5. Save the HAR file in a convenient location
  6. Upload the HAR file to the ticket for further investigation. See Instructions to send 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, see Use the developer tools in the Develop menu in Safari on Mac.
  2. Select Show Web Inspector
  3. Click the Network tab. Keep it open when you reproduce the issue.
  4. Reproduce the issue when the network records requests
  5. Click the Export icon and save the HAR fileSafari export logs
  6. Upload the HAR file to the ticket for further investigation. See Instructions to send 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 HAR files across multiple browser tabs in a Chromium-based browser

To set up a Chromium-based browser to generate HAR files across multiple browser tabs:

  1. With a browser open, open the Developer Tools drawer. Alternatively, open the browser Settings menu and then select More tools > Developer Tools.
  2. Open the Settings for the Developer tools drawer
  3. Scroll to the Global settings area and select the option Auto-open DevTools for popups
  4. Close the Settings menu
  5. Navigate to a page where you want to record a HAR file and ensure the Developer tools drawer is open

As long as the Developer tools drawer remains open, any pages or tabs you open from links on the page also open with the Developer tools drawer open and start a HAR file record process.

Instructions to send 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.

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