Generating a Har and Console Log Files for Troubleshooting

Generating a Har and Console Log Files for Troubleshooting

When troubleshooting complex issues, it is sometimes necessary for our support team to obtain additional information about the errors being seen in the console along with network requests that are generated in your browser while an issue occurs. A support team member may request that you record a HAR and Console log file, or a log of network requests, and console errors/actions while that issue is occurring and then provide those files to them for further analysis.

Steps for Chrome

To generate the HAR file for Chrome

1. Open Google Chrome and go to the page where the issue is occurring.

2. From the Chrome menu bar select View > Developer > Developer Tools.

3. From the panel opened, select the Network tab.

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 it once to start recording.

5. Check the box Preserve log.

6. Click the Clear button to clear out any existing logs from the Network tab.

7. Reproduce the issue that you were experiencing before, while the network requests are being recorded.

8. Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Save as HAR with Content, and save the file to your computer.

9. Upload your HAR file to your ticket or attach it to your email and send it to [e-mail] so that our Support team can analyze it.

To generate a Console log file for Chrome

1. Open Google Chrome and go to the page where the issue is occurring.

2. From the Chrome menu bar select View > Developer > Developer Tools.

3. From the panel opened, select the Console tab.

4. Click the Clear button to clear out any Console history.

5. Reproduce the issue that you were experiencing before, while the console is collecting scripts and activities.

6. Once you have reproduced the issue, right-click anywhere on the grid of console action, select Save as…, and save the file to your computer as a log file.

7. Upload your Console log file to your ticket or attach it to your email and send it to [e-mail] so that our Support team can analyze it.

Steps for Firefox

To generate the HAR file for Firefox

1. Open Mozilla Firefox and go to the page where the issue is occurring.

2. From the Firefox menu bar select Web Developer.

3. From the menu panel opened, select the Network option.

4. Look for a pause button in the tab, and click on it to Play and Record to start recording.

5. Check the box Persist log.

6. Click the Clear button to clear out any existing logs from the Network tab.

7. Reproduce the issue that you were experiencing before, while the network requests are being recorded.

8. Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Save All As HAR, and save the file to your computer.

9. Upload your HAR file to your ticket or attach it to your email and send it to [e-mail] so that our Support team can analyze it.

To generate a Console log file for Firefox

1. Open Mozilla Firefox and go to the page where the issue is occurring.

2. From the Firefox menu bar select Web Developer.

3. From the menu panel opened, select the Console option.

4. Click the Clear button to clear out any Console history.

5. Reproduce the issue that you were experiencing before, while the console is collecting scripts and activities.

6. Once you have reproduced the issue, right-click anywhere on the grid of console action, select Export Visible Messages To > File, and save the file to your computer as a log file.

7. Upload your Console log file to your ticket or attach it to your email and send it to [e-mail] so that our Support team can analyze it.

Steps for Internet Explorer

To generate the HAR file for Internet Explorer

1. Open the Internet Explorer and go to the page where the issue is occurring.

2. From the Internet Explorer Action bar, click on Tools (Alt+X) > F12 Developer Tools

3. From the panel opened, select the Network tab.

4. Click on the green play button to Start profiling session.

5. Click the Clear button to clear out any existing logs from the Network tab.

6. Reproduce the issue that you were experiencing before, while the network requests are being recorded.

7. Once you have reproduced the issue, click on the Save button to save the HAR file and save it as a .har file or .xml file. .

8. Upload your HAR file to your ticket or attach it to your email and send it to [e-mail] so that our Support team can analyze it.

To generate a Console log file for Internet Explorer

1. Open Internet Explorer and go to the page where the issue is occurring.

2. From the Internet Explorer action bar select, click on Tools (Alt+X) > F12 Developer Tools

3. From the panel opened, select the Console tab.

4. Click the Clear button to clear out any Console history.

5. Reproduce the issue that you were experiencing before, while the console is collecting scripts and activities.

6. Once you have reproduced the issue, right-click anywhere on the grid of console action, select Copy All.

7. Paste the code on a notepad file as .txt and send it to [e-mail] so that our Support team can analyze it.

Steps for Edge

To generate the HAR file for Edge

1. Open Edge and go to the page where the issue is occurring.

2. From the Edge action bar select Three dots > More Tools > Developer Tools.

3. From the panel opened, select the Network tab.

4. Click on the green play button to Start profiling session.

5. Click the Clear button to clear out any existing logs from the Network tab.

6. Reproduce the issue that you were experiencing before, while the network requests are being recorded.

7. Once you have reproduced the issue, click on the Save button to save the HAR file and save it as a .har file.

8. Upload your HAR file to your ticket or attach it to your email and send it to [e-mail] so that our Support team can analyze it.

To generate a Console log file for Edge

1. Open Edge and go to the page where the issue is occurring.

2. From the Edge action bar select Three dots > More Tools > Developer Tools.

3. From the panel opened, select the Console tab.

4. Click the Clear button to clear out any Console history.

5. Reproduce the issue that you were experiencing before, while the console is collecting scripts and activities.

6. Once you have reproduced the issue, select the content under the console tab & copy the code.

7. Paste the code on a notepad file as .txt and send it to [e-mail] so that our Support team can analyze it.

Steps for Safari

To generate the HAR file for Safari

1. Open the Develop menu and select Show Web Inspector.

2. Click the Network tab and complete the activity that is causing issues.

3. Click the Export icon on the far right of the network tab and save the HAR file.

4. Send us the file via your support ticket to [e-mail] so that our Support team can analyze it.

To generate a Console log file for Safari

1. Open the Develop menu and select Show Web Inspector.

2. Click the Console tab and complete the activity that is causing issues.

3. Select the Console tab content, copy and send it to [e-mail] so that our Support team can analyze it.