How to Capture Web Page Diagnostics by Creating a HAR File
Sometimes we need to diagnose errors you might be experiencing on your website that we cannot reproduce. One of the ways you can help us troubleshoot is by sending us a HAR file – a special recording of all requests associated with you loading a page and interacting with it.
Follow the steps below to create a HAR file for us. It assumes you are using Google Chrome. Other browsers will also support creating HAR files but the process will be slightly different.
1. Open Google Chrome in Incognito Mode
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Open Google Chrome.
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Click the three dots in the top right corner.
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Choose New Incognito Window.
(Incognito mode makes sure your browser extensions and cache don’t interfere.)
2. Open the Developer Tools
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In the Incognito window, go to the website page you want to diagnose — but don't click around yet.
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Press F12 on your keyboard, or:
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Click the three dots in Chrome again,
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Go to More Tools → Developer Tools.
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This will open a panel, usually docked on the side or bottom of your browser.
3. Switch to the 'Network' Tab
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In the Developer Tools, click the Network tab.
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Make sure the Preserve log checkbox is ticked (it’s near the top left of the panel).
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Make sure the red Record button is active (it should be red — if not, click it).
4. Reload the Page
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With the Network tab open and recording, refresh the page (press F5 or click the refresh button).
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Wait for the page to fully load.
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If you’re trying to capture a specific action (e.g., clicking a button that causes an error), perform that action now after the page loads.
5. Save the HAR File
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After the page has loaded (and you’ve done any needed clicks), at the top of the Network tab, click the download icon (it's the last icon in the top panel where you previously ticked "Preserve log" and has a downwards arrow).
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Save the file somewhere easy to find, like your Downloads folder.
6. Send Us the HAR File
Please attach the HAR file to your email reply when you contact our support team.
