Generating Browser Files for Troubleshooting

Sometimes, if the program is not loading a page correctly or the website goes blank or freezes, we may need to conduct more in-depth troubleshooting to determine the problem. In these cases, we will ask for one or both of these files so that we can investigate further.

Click on each item below to expand the instructions on generating these files.

Generate HAR File

The HAR file, or HTTP Archive file, is a JSON-formatted log of a browser's interactions with a website. HAR files can be used to troubleshoot web page issues.

1. Open the webpage where the issue is occurring.
2. Click the menu button. 
3. Select More Tools.
4. Select Developer Tools.
   • Or press Ctrl + Shift + I to open the Developer Tools frame.
5. Click the Network tab. You must keep the menu on the right while reproducing the issue.
6. Ensure the record button is red.
   • If it is grey, click the button once to start recording.
7. Ensure the Preserve log box is checked.
8. Click the grey crossed-circle button to clear any existing logs from the network tab.
9. Reproduce the issue while the network requests are recorded.
10. Click the download button, Export HAR, to download and save the file to your computer: Save as HAR with Content.
11. Upload the HAR file to your support ticket.

Generate LOG File

A browser console is a built-in developer tool within a web browser that allows you to view information about a webpage, including error messages, warnings, network requests, and JavaScript logs, essentially acting as a command line interface to debug and inspect the website's functionality; developers primarily use it to troubleshoot issues on a webpage by examining the code and interactions happening behind the scenes.

1. Open the webpage where the issue is occurring.
2. Click the menu button. 
3. Select More Tools.
4. Select Developer Tools.
   • Or press Ctrl + Shift + I to open the Developer Tools frame.
5. Click the Console tab. You must keep the menu open while you reproduce the issue.
6. Click the gray crossed-circle button to clear any existing logs from the Console tab.
7. Reproduce the issue while the console logs all events.
8. Right-click the event log.
9. Click Save As and save the file to your computer.
10. Upload the LOG file to your ticket.