Generate a HAR file for support troubleshooting

Ben Pemstein Ben Pemstein
· Updated

When the 15Five Support Team asks you to generate a HAR file, you capture network requests and console output while the problem is occurring. Send both files in your support reply so the team can investigate.

Before You Begin

  • Safari users only: If Develop does not appear in your menu bar, go to Safari > Settings > Advanced and enable Show Develop menu in menu bar.

Chrome

  1. Navigate to the page in 15Five where the issue occurs.
  2. Click the Chrome menu (⋮) in the top-right corner.
  3. Select More Tools > Developer Tools.
  4. Click the Network tab.
  5. Check Preserve log.
  6. Confirm the red recording circle is active.
  7. Refresh the page and reproduce the problem.
  8. Right-click any row in the network list and select Save all as HAR with Content.
  9. Click the Console tab.
  10. Right-click anywhere in the console and select Save as….
  11. Name the file Chrome-console.log.
  12. Send both files in your support reply.

Firefox

  1. Navigate to the page in 15Five where the issue occurs.
  2. Click the Firefox menu (three horizontal lines).
  3. Select More Tools > Web Developer Tools.
  4. Click the Network tab.
  5. Check Persist logs.
  6. Refresh the page and reproduce the issue.
  7. Right-click any row and select Save all as HAR.
  8. Click the Console tab.
  9. Right-click anywhere in the console and select Select all.
  10. Paste the copied text into a new text file.
  11. Name the file console-log.txt.
  12. Send both files in your support reply.

Safari

  1. Navigate to the page in 15Five where the issue occurs.
  2. In the menu bar, click Develop > Show Web Inspector.
  3. In the Console, select Preserve Log.
  4. Click the Network tab.
  5. Refresh the page and reproduce the issue.
  6. Right-click any row and select Export HAR.
  7. Return to the Console tab.
  8. Right-click anywhere in the console and select Select all.
  9. Paste the copied text into a new text file.
  10. Name the file console-log.txt.
  11. Send both files in your support reply.

Edge

  1. Navigate to the page in 15Five where the issue occurs.
  2. Click the Edge menu (⋮) in the top-right corner.
  3. Select Developer Tools.
  4. Click the Network tab.
  5. Uncheck Clear entries on navigate.
  6. Confirm the green Start Profiling Session button is active.
  7. Refresh the page and reproduce the problem.
  8. Click Export as HAR (floppy disk icon).
  9. Click the Console tab.
  10. Right-click anywhere in the console and select Copy all.
  11. Paste the copied text into a new text file.
  12. Name the file console-log.txt.
  13. Send both files in your support reply.

If Something Goes Wrong

Issue Check Fix
Develop menu missing in Safari Check Safari version and settings Go to Safari > Settings > Advanced and enable Show Develop menu in menu bar
Network tab shows no recorded requests Confirm recording was active before reproducing the issue Repeat the steps from the beginning with recording confirmed active
HAR file export option is greyed out Confirm at least one network request appears in the list Refresh the page while the Network tab is open, then retry the export
Console shows no output to save Confirm the issue was reproduced after opening Developer Tools Reproduce the problem again with the Console tab open

Not Covered Here

This article covers HAR and console log generation only — for how to submit files to the Support Team, see Contact the 15Five Support Team.

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