Generate a HAR file for troubleshooting

When working with 15Five's Support Team we will sometimes ask you to generate a HAR file. A HAR file is a log of network requests, captured while an issue is occurring, that provides data that our team can utilize to troubleshoot complex issues.

Please follow the browser-specific steps below to generate a HAR file.

Overview of process

1. Start the capture
2. Reproduce the steps to recreate the issue
3. End and save the capture
4. Send the file to 15Five Support for escalation

Generate a HAR file

Chrome

1. In Chrome, go to the page in 15Five where you are experiencing trouble.
2. At the top-right of your browser window, click the Chrome menu (⋮).
3. Select Tools > Developer Tools. The Developer Tools window opens as a docked panel at the side or bottom of Chrome.
4. Click the Network tab.
5. Select Preserve log.
6. You will see a red circle at the top left of the Network tab. This means the capture has started. If the circle is black, click the black circle to start recording activity in your browser.
7. Refresh the page and reproduce the problem while the capture is running.
8. After you successfully reproduce the issue, right click on any row of the activity pane and select Save as HAR with Content.
9. Select the Console tab.
10. Right-click anywhere in the console and select Save as....
11. Name the log file Chrome-console.log.
12. Send both files as shared links in a reply to your case. 

Firefox

1. In Firefox, go to the page in 15five where you are experiencing trouble.
2. Click the Firefox menu (Three horizontal parallel lines) at the top-right of your browser window.
3. Select Web Developer > Network.
4. The Developer Tools window opens as a docked panel at the side or bottom of Firefox.
5. Click the Network tab.
6. Select Persist logs.
7. Refresh the page and reproduce the problem while the capture is running.
8. After you successfully reproduce the issue, right-click any row of the activity pane and select Save all as HAR.
9. Select the Console tab.
10. Right-click any row and select Select all.
11. Paste the content in a text file and name it console-log.txt.
12. Send both files as shared links in a reply to your case. 

Safari

1. In Safari, go to the page in 15Five where you are experiencing trouble.
2. In the menu bar at the top, click Develop and select Show Web Inspector.
3. Click the Console tab and select Preserve Log.
4. Go back to the Network tab.
5. Refresh the page and reproduce the problem while the capture is running.
6. After you successfully reproduce the issue, right-click any row of the activity pane and select Export HAR.
7. Click the Console tab.
8. Right-click any row and select Select all.
9. Paste the content in a text file and name it console-log.txt.
10. Send both files as shared links in a reply to your case.

Internet Explorer (IE11)

1. In Internet Explorer, go to the page in 15Five where you are experiencing trouble.
2. Click the gear icon in the top right.
3. Select F12 Developer Tools.
4. Click the Network tab.
5. Clear the Clear entries on navigate option, which is selected by default. The icon looks like blue arrow with a red X.
6. The green play button (Start Profiling Session), should be selected by default. This means the capture function is running.
7. Refresh the the page and reproduce the problem while the capture is running.
8. Once you have reproduced the issue, click the Export as HAR icon. The icon looks like a floppy disk.
9. Click the Console tab.
10. Right-click any row and select Copy all.
11. Paste the content in a text file and name it console-log.txt.
12. Send both files as shared links in a reply to your case.

Edge

1. In Edge, go to the page in 15Five where you are experiencing trouble.
2. At the top-right of your browser window, click the Edge menu (⋮).
3. Select Developer Tools.
4. Click the Network tab.
5. Clear the Clear entries on navigate option, which is selected by default. The icon looks like blue arrow with a red X.
6. The green play button (Start Profiling Session), should be selected by default. This means the capture function is running.
7. Refresh the the page and reproduce the problem while the capture is running.
8. Once you have reproduced the issue, click the Export as HAR icon. The icon looks like a floppy disk.
9. Click the Console tab.
10. Right-click any row and select Copy all.
11. Paste the content in a text file and name it console-log.txt.
12. Send both files as shared links in a reply to your case.