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Generating a HAR file or Console log for troubleshooting

Updated

Instructions for sending HAR files

Before you send a HAR file to Loopio, you should both rename and zip or compress your HAR files. Uncompressed HAR files are often over Loopio attachment limits. Also, by default, HAR files use the page URL as the name of the file. Files with .com extensions look suspicious to spam and phishing filters. Give the HAR file a descriptive name that doesn't include the full URL. 

Instructions for generating HAR files. 

Click the links below to read the instructions to generate a HAR file and console logs in the browser that you use. 

  1. Generate a HAR file in Chrome / To Retrieve Console logs in Chrome
  2. Generate a HAR file in Firefox / To Retrieve Console logs in Firefox
  3. Generate a HAR file in Safari / To Retrieve Console logs in Safari
  4. Generate a HAR file in Edge / To Retrieve Console logs in Edge
 

Note: A HAR file includes data such as the content of your cookies and the pages you downloaded while making the recording. Anyone with access to the HAR file can view the data submitted while recording, which may include personal data or other sensitive data. Make sure that you secure your HAR files accordingly.

 

Generate a HAR file in Chrome

  1. Open Chrome and go to the page where the issue is occurring. 
  2. Look for the ⋮ button and select More Tools > Developer Tools 
  3. From the panel that appears, select the Network tab. 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 make sure it is red. If it is grey, click the button once to start recording. 
  5. If it isn't, check the Preserve log box. 
  6. Click the grey crossed circle button to clear any existing logs from the network tab. 
  7. Reproduce the issue while the network requests are recorded. 
  8. Click the download button, Export HAR, to download, and save the file to your computer: Save as HAR with Content. 

             download buttom from network tab in chrome
  9. Upload the HAR file to your ticket with Zendesk Customer Support for further investigation.

The instructions are the same for a MAC computer or a Windows computer. Find below a brief animation with the steps to retrieve a HAR file in Chrome. 

Generate HAR file in Chrome

For any issues generating this file, see this article from Google's Help Center: Capture web session traffic. 

If you generate an empty HAR file, see the Why are exported Chrome HAR files returning zero bytes? troubleshooting article. You may need to enable HAR exports with sensitive data. 

To Retrieve Console logs in Chrome

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

Generating a HAR file in Firefox

  1. Open Firefox and go to the page where the issue is occurring. 
  2. Open the Network Monitor. 
  3. Reproduce the issue while the network requests are recorded. 
  4. Right-click anywhere under the File column and click Save All As HAR. 

                          Save All As Har in firefox
  5. Save the HAR file somewhere convenient. 
  6. Upload the HAR file to your ticket with Zendesk Customer Support for further investigation. 

The instructions are the same for a MAC computer or a Windows computer. For any issues generating a HAR file in Firefox, see this article from Firefox Source Docs: Network Monitor. 

To Retreive console logs in Firefox

  1. In the Tools menu, select Web Developer. 
  2. Console logs will appear in a separate window
  3. Screenshot any errors that appear.

Generate a HAR file in Safari

  1. Open Safari and go to the Develop Menu. If you don't see the Develop menu, follow the instructions in the article from the Safari User Guide: Use the developer tools in the Develop menu in Safari on Mac. 
  2. Select Show Web Inspector. 
  3. Click the Network tab.
  4. Reproduce the issue while the network requests are recorded. 
  5. Click the Export icon and save the HAR file. 

    safari export logs
  6. Upload the HAR file to your ticket with Zendesk Customer Support for further investigation. 

For any issues generating a HAR file in Safari, see this article from Safari Developer website: Web Inspector. 

To Retrieve Console logs in Safari

  1. Open Preferences and navigate 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 that appear. 

Generate a HAR file in Edge

  1. Open Edge and go to the Network tool. 
  2. Reproduce the issue while the network requests are recorded. 
  3. Export captured traffic as a HAR file. 
  4. Upload the HAR file to your ticket with Zendesk Customer Support for further investigation.

For any issues generating a HAR file in Safari, see this article from Microsoft Edge website: Inspect network activity. 

To Retrieve Console logs in Edge

  1. Select the three dots in the upper-right corner of your 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. Replicate the issue that you experienced in the Edge browser. 
  7. Screenshot any errors that appear. 

 

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