How to get HAR files and console logs for troubleshooting

Generating HAR files and console logs can be incredibly helpful for investigations. Via Support may request a HAR file or a screenshot of your console logs in order to troubleshoot technical issues. Below are detailed instructions for how to retrieve these files.

What is a HAR file?

HAR (HTTP Archive) files log your web browser's interaction with a website. We use these files to investigate specific actions taken on a site, which are useful when attempting to reproduce issues.

What are console logs?

Browser console logs are records of events, errors, and informational messages generated by a website or by the browser itself. These logs may help uncover more details about actions taken on the site.

Instructions for generating HAR files and console logs

Instructions for gathering these details vary depending on which browser you're using. Please find the relevant instructions for your browser below.

• Google Chrome
• Microsoft Edge
• Firefox
• Safari

Google Chrome

Generating a HAR file in Chrome

1. Open Chrome and navigate to the page where the issue occurs.
2. Look for the ⋮ button and select More Tools > Developer Tools.
3. Select the Network tab from the panel. You must keep the menu open while you reproduce the issue.
4. Look for a round record button in the upper-left corner of the tab and ensure it is red. If it is grey, click the button once to start recording.
5. Check the Preserve log box.
6. Click the grey crossed circle button to clear existing logs from the network tab.
7. Refresh the page, then reproduce the issue while the network requests record.

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 request for further investigation.

Retrieving console logs in Chrome

1. Open the Main Menu for Chrome.
2. Go to More Tools > Developer Tools.
3. Open the Console tab and screenshot any errors.

For issues with file generation in Chrome, please capture web session traffic.

If you generate an empty HAR file with zero bytes, enable HAR exports with sensitive data.

Enabling HAR exports with sensitive data

1. Open Chrome.
2. Look for the ⋮ button and select More Tools > Developer Tools.
3. Click Preferences > Network.
4. Select the Allow to generate HAR (with sensitive data) check box.
5. Return to the Network panel and long-click the Export button marked with an arrow.
6. Select Export HAR (with sensitive data) from the drop-down menu.
   

Microsoft Edge

Generating a HAR file in Edge

1. Open Edge and go to the Network tool.
2. Refresh the page, then reproduce the issue while the network requests record.
3. Export captured traffic as a HAR file.
4. Upload the HAR file to your request for further investigation.

For issues with file generation in Edge, please use the Inspect network activity tool.

Retrieving console logs in Edge

1. Select the three dots in the upper-right corner of the 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. Refresh the page, then replicate the issue in the Edge browser.
7. Screenshot any errors.

Firefox

Safari

Generating a HAR file in Safari

1. Open Safari and go to the Develop menu. If you do not see the Develop menu, follow the instructions in the see 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. Refresh the page, then reproduce the issue while the network requests record.

5. Click the Export icon and save the HAR file. 

   

6. Upload the HAR file to your request for further investigation.

For issues with file generation in Safari, please use the Web Inspector tool.

Retrieving console logs in Safari

1. Open Preferences and go 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.