Generating a HAR file for support

A HAR file records every network request your browser makes while loading a page, timings, headers, response codes, and all. When support asks for one, it's because the problem depends on exactly what your browser sent and got back, something a screenshot can't show. Open DevTools, reproduce the issue with recording on, then export.

Below are exact steps for each major browser, plus what to do (and what to strip) before you send the file.

Chrome and Edge (Chromium)

1. Open DevTools: right-click the page and choose Inspect, or press Cmd+Option+I (Mac) / F12 (Windows).
2. Click the Network tab.
3. Make sure recording is on (the circle icon in the top-left of the panel should be red/filled). Also check Preserve log so the capture survives redirects or page reloads.
4. Reproduce the issue: reload the page, submit the form, click the broken link, whatever triggers the problem.
5. Once the issue has happened, right-click anywhere in the request list and choose Save all as HAR with content.
6. Save the file somewhere you can find it (it'll have a .har extension).

Firefox

1. Open DevTools with Cmd+Option+I (Mac) / F12 (Windows).
2. Click the Network tab.
3. Reload the page or reproduce the issue. Firefox records automatically once the panel is open.
4. Right-click any request in the list and choose Save All As HAR.

Safari

Safari's Develop menu is hidden by default.

1. Enable it: Safari menu > Settings > Advanced > check Show features for web developers.
2. Open the Web Inspector: Develop menu > Show Web Inspector, or Cmd+Option+I.
3. Click the Network tab.
4. Reproduce the issue, then click the export/down-arrow icon in the Network panel toolbar to save the HAR.

Before you send it

A HAR file can contain cookies, session tokens, and authorization headers in plain text, since it's a full record of what your browser sent. Treat it like a password:

• Don't paste HAR contents into a public forum or ticket comment that isn't private.
• Use the portal's Secure share panel or attach it directly to your support ticket rather than emailing it around.
• If you're not sure the file is sensitive, it probably is. Support only needs it for the duration of the investigation.

What support does with it

A HAR file lets us see exact request and response timing, status codes, redirect chains, and headers, without guessing. It's the fastest way to diagnose issues like intermittent 502s, a redirect loop, slow page loads that only happen for you, or a form that silently fails to submit. It's a good companion to browser console errors: if you're also seeing warnings in the console, check enabling error logging for where server-side logs live, since the HAR only covers what happened between your browser and our servers, not what happened inside your application code afterward.

If the issue you're capturing looks like a security warning rather than a performance problem (a browser flag, a certificate error, an unexpected redirect to another domain), see my site shows a security warning first. And if requests are failing because of something injected into the page, a HAR capture combined with a scan from scanning your website for malware gives support the fullest picture.

When to contact support

Generate the HAR after you've reproduced the issue at least once, then open a ticket from Support > New ticket in the portal, or start a live chat if it's urgent. Attach the file, describe what you expected to happen versus what actually happened, and include the approximate time you reproduced it. A real person reads every ticket, and having the HAR ready up front usually cuts a multi-reply diagnosis down to one.