Workflow: Generating a HAR file for troubleshooting

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

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

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

Click the tabs below to read the instructions to generate a HAR file and console logs in the browser that 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 is occurring.
2. Look for the ⋮ button and select More Tools > Developer Tools.
3. From the panel that appears, select the Network tab. You must keep the menu open while you reproduce the issue. 
   
   Optional: If Zendesk Customer Support requests a HAR file with WebSockets, select the WS option in the Network tab. Reload your browser to start seeing the traffic over the WebSocket. Note that WS option does not capture all logs when downloading 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 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.

   

9. Upload the HAR file to your ticket with Zendesk Customer Support for further investigation. 
   See Instructions for sending HAR files.

The instructions are the same for a MAC computer or a Windows computer. Find below a brief animation with the steps to retrieve a HAR file in Chrome.

For any issues generating this file, 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 Main Menu for Chrome.
2. Navigate to More Tools > Developer Tools.
3. Open the Console tab and screenshot any errors that appear.

Generate a HAR file in Firefox

To generate a HAR file in Firefox:

1. Open Firefox and go to the page where the issue is occurring.
2. Open the Network Monitor.
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.
6. Upload the HAR file to your ticket with Zendesk Customer Support for further investigation. 
   See Instructions for sending HAR files.

The instructions are the same for a MAC computer or a Windows computer. Use the Network Monitor for any issues generating a HAR file in Firefox.

To retrieve console logs in Firefox:

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

Generate a HAR file in Safari

To generate a HAR file in Safari:

1. Open Safari and go to the Develop menu. If you don't see theDevelop menu, follow the instructions in this article from the Safari User Guide: 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 are recorded.
5. Click the Export icon and save the HAR file.
   
6. Upload the HAR file to your ticket with Zendesk Customer Support for further investigation.
   See Instructions for sending HAR files.

For any issues generating a HAR file in Safari, use the Web Inspector.

To retrieve console logs in Safari:

1. Open Preferences and navigate 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 that appear.

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 are recorded.
3. Export captured traffic as a HAR file.
4. Upload the HAR file to your ticket with Zendesk Customer Support for further investigation.
   See Instructions for sending HAR files.

For any issues generating a HAR file in Safari, use the Inspect network activity tool.

To retrieve console logs in Edge:

1. Select the three dots in the upper-right corner of your 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 that appear.

Note: The widget in the lower right-hand corner of this page doesn't support the attachment of HAR files or files that exceed 50MB. Instead, attach the file to your ticket with Zendesk Customer Support through email or through 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 your HAR files.
• Uncompressed HAR files are often over Zendesk attachment limits.
• By default, HAR files use the page URL as the name of the file.
• Files with .com extensions look suspicious to spam and phishing filters, give the HAR file a descriptive name that doesn't include their full URL.

Additional resources

If you are experiencing issues with your account, use troubleshooting guides to diagnose the issue. If you aren't a Zendesk customer yet, register for a Zendesk trial.