Often times, when troubleshooting complex issues, it is sometimes necessary for our Operations team to obtain information about the network requests that are generated in your browser while an issue occurs. These network requests are particularly important to investigate because our entire platform is entirely Cloud-based, which means there are hundreds of thousands of network requests happening all day, every day.

A customer service team member may request that you record a HAR file (a log of network requests), while replicating the issue, and then provide that to them for further analysis. Here's how to do so:

GOOGLE CHROME

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

  2. On your keyboard, press Ctrl+Shift+I all at the same time, once.

  3. In the new panel that opens (usually on the Right side) 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. Ensure the box Preserve log is ticked ✓.

  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 and select Save as HAR with Content, then save the file to your computer.

  9. Once your file is generated and saved, you can attach it to a ticket OR forward it to us by email so we can investigate the issue.

For the full web site, click here.

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