This article explains how to generate a HAR file in Chrome, Edge, Firefox, or Safari and send it to Support. A HAR file records the network activity in your browser while an issue happens, which can help Coconut's Technical Support team investigate login problems, page loading issues, and other unexpected behaviour.
Before you begin
Before you start, make sure:
You have the page open where the issue happens.
You are ready to reproduce the issue while the browser records activity.
You only keep necessary browser tabs open while recording.
NOTE: A HAR file can include browser activity such as cookies and page content, so it may contain sensitive information. Before sending the file to Support, you can use the Google Admin Toolbox HAR Analyzer to review the file and download a redacted version with sensitive data removed. Handle the file carefully and only share it with Support via email at support@coconutsoftware.com.
How to generate a HAR file in Chrome
Open Chrome and go to the page where the issue occurs.
Click the Chrome menu, then select More Tools > Developer Tools.
In the Developer Tools panel, click the Network tab.
Make sure the record button is red. If it is grey or black, click it once to start recording.
Turn on Preserve log.
Clear any existing network activity from the panel.
Reproduce the issue in the browser.
Click the export or download option to save the HAR file to your computer.
How to generate a HAR file in Edge
Open Edge and go to the page where the issue occurs.
Click the Edge menu, then select More Tools > Developer Tools.
In the Developer Tools panel, click the Network tab.
Turn on Preserve log.
If recording is not already active, click the record button to start it.
Reproduce the issue in the browser.
Click the Export HAR option to save the file.
How to generate a HAR file in Firefox
Open Firefox and go to the page where the issue occurs.
Open the Firefox menu, then select More Tools > Web Developer Tools.
In the Developer Tools panel, click the Network tab.
Open the settings menu or gear icon and turn on Persist Logs.
Reproduce the issue in the browser while recording is active.
Right-click anywhere in the list of network requests and select Save All As HAR or Save all as HAR with Content.
Save the file to your computer.
How to generate a HAR file in Safari
Open Safari and go to the page where the issue occurs.
If you do not see the Develop menu in the menu bar, open Safari settings or preferences, go to Advanced, and enable the option to show the Develop menu.
In the Develop menu, select Show Web Inspector.
Click the Network tab.
Turn on Preserve Log if the option is available.
Reproduce the issue in the browser.
Click Export and save the HAR file to your computer.
What to send to Support
After you save the HAR file:
Rename the file to something simple and descriptive that does not include the full page URL.
If the file is very large, compress it into a zip file before sending it.
Attach the file to your support ticket or send it using the file-sharing method provided by Support.
Troubleshooting
My HAR file is empty
If your HAR file saves as zero bytes or does not include the expected traffic, some Chromium-based browsers may require HAR export with sensitive data enabled before you start recording.
I do not see the Develop menu in Safari
Open Safari settings or preferences, go to Advanced, and enable the setting to show the Develop menu in the menu bar.
I forgot to start recording before reproducing the issue
Clear the existing log, restart the recording, and reproduce the issue again before exporting the HAR file.
Frequently Asked Questions
What is a HAR file?
A HAR file is a browser log that captures network requests while an issue happens in your browser.
Why does Support need a HAR file?
Support can use the HAR file to investigate issues such as unsuccessful logins, page rendering problems, and other browser-related errors.
Does a HAR file include sensitive information?
It can. HAR files may include cookies, downloaded page content, and other browser data, so they should be shared carefully.