When you're experiencing an issue, our Support team may ask you to provide a HAR file (HTTP Archive). A HAR file records the network activity between your browser and the website while the issue occurs.
This information can help our technical team identify errors that may not be visible from the browser or application itself.
Important: HAR files can contain sensitive information, including cookies, authentication details, and other data exchanged with websites. Only share a HAR file with our official Support team and avoid sharing it publicly.
Before you start
Please make sure you can reproduce the issue you're experiencing. You'll need to record the HAR file while the problem is happening.
We recommend using Google Chrome, but the steps are similar in other Chromium-based browsers such as Microsoft Edge.
How to generate a HAR file in Google Chrome
1. Open the page where the issue occurs
Open Google Chrome and navigate to the page where you're experiencing the problem.
For example, if a post fails to publish, open the page where you can reproduce the failed publishing attempt.
2. Open Developer Tools
You can open Chrome Developer Tools using one of these methods:
Windows:
- Press Ctrl + Shift + I
- Or right-click anywhere on the page and select Inspect
Mac:
- Press Cmd + Option + I
- Or right-click anywhere on the page and select Inspect
Developer Tools will open on the side or bottom of your browser window.
3. Select the Network tab
In Developer Tools, click Network.
You should see a list of network requests appearing as you interact with the website.
4. Clear the existing network activity
Click the Clear button (the circle with a line through it) near the top-left of the Network panel.
This helps ensure that the HAR file contains only the activity related to the issue you're troubleshooting.
5. Enable "Preserve log"
Make sure Preserve log is checked.
This ensures that the network activity isn't deleted if the page refreshes or navigates to another page.
6. Reproduce the issue
With the Network tab open:
- Perform the action that causes the problem.
- Wait for the issue to occur.
- If applicable, note the approximate time when the issue occurred.
For example, if you're troubleshooting a failed post, try publishing the post again while the Network tab is recording.
7. Save the HAR file
Once you've reproduced the issue:
- Right-click anywhere inside the list of network requests.
- Select Save all as HAR with content.
- Save the .har file somewhere you can easily find it.
The file will typically have a name ending in .har, such as:
www.example.com.har
8. Send the HAR file to Support
Attach the HAR file to your existing Support ticket or conversation.
If possible, also include:
- A brief description of the issue
- The exact steps you took before the issue occurred
- Any error message you received
- Screenshots or a screen recording, if available
This additional information can help our team correlate the HAR activity with the issue.
Important security information
A HAR file may contain information from your browser session, including cookies or other sensitive data.
Do not post your HAR file publicly or send it to anyone other than the Support team assisting you.
If you're concerned that the HAR file may contain sensitive information, let our Support team know before sending it. We can provide additional instructions if needed.
Having trouble generating the file?
If you're unable to generate a HAR file, let our Support team know which browser and operating system you're using. We can provide browser-specific instructions.