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Generate a HAR file for troubleshooting

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An HTTP Archive file (HAR) is a JSON-formatted log file of a web browser’s interaction with a site. HAR files are primarily used for troubleshooting issues by collecting the behind-the-scenes network activity of your application for analysis. If you're experiencing data collection or performance issues, Pendo Support might request a HAR file from you while you reproduce the issue to provide us better insight into the issue.

Note: HAR files might contain sensitive information, such as cookies and pages you accessed during the recording. We recommend attaching these to your support ticket from the Resource Center rather than as an email attachment.

The way in which you generate a HAR file varies depending on the web browser you're using.

Google Chrome

  1. Open your Chrome web browser and navigate to the page in your app where the issue occurs.
  2. Open the developer tools in one of the following ways:
    • Right-click anywhere on your site, then select Inspect.

      Chrome_Inspect.png

    • Select the vertical ellipsis at the top-right of your Chrome window, then choose More Tools > Developer Tools.

      Chrome_DeveloperTools.png

  3. At the top of the developer tools, select the Network tab, then ensure the following:
    • The recording icon in the top-left shows a red circle with a red square in the middle.
    • Preserve log is checked.
    • All is selected.

      Chrome_DeveloperTools_NetworkSettings.png

  4. To the right of the red recording icon, select the Clear network log icon ⊘ to clear any existing traffic.
  5. Refresh the page, then interact with your site to reproduce the issue.
  6. After you reproduce the issue, select the download icon to export the HAR file and save it to your device.

    Chrome_DeveloperTools_ExportHAR.png

  7. Attach this file to your open support ticket for Pendo Support to review.

Mozilla Firefox

  1. Open your Firefox web browser and navigate to the page in your app where the issue occurs.
  2. Open the developer tools in one of the following ways:
    • Right-click anywhere on your site, then select Inspect.

      Firefox_Inspect.png

    • Select the hamburger menu at the top-right of your Firefox window, then choose More tools > Web Developer Tools.

      Firefox_WebDeveloperTools.png

  3. At the top of the developer tools, select the Network tab, then ensure the following:
    • All is selected.
    • Select the Network Settings gear icon in the far-right, then ensure Persist Logs is checked.

      Firefox_DeveloperToolSettings.png

  4. Select Clear using the trash icon in the top-left of the developer tools to clear any existing traffic.
  5. Refresh the page, then interact with your site to reproduce the issue.
  6. After you reproduce the issue, select the Network Settings gear icon again, then choose Save All As HAR to export the HAR file and save it to your device.
  7. Attach this file to your open support ticket for Pendo Support to review.

Microsoft Edge

  1. Open your Edge web browser and navigate to the page in your app where the issue occurs.
  2. Open the developer tools in one of the following ways:
    • Right-click anywhere on your site, then select Inspect.
    • Select the ellipsis at the top-right of your Edge window, then choose More Tools > Developer Tools.

      Edge_DeveloperTools.png
  3. At the top of the developer tools, select the Network tab, then ensure the following:
    • The recording icon in the top-left shows a red circle with a red square in the middle.
    • Preserve log is checked.
    • All is selected.

      Edge_DeveloperToolSettings.png

  4. To the right of the red recording icon, select the Clear network log icon ⊘ to clear any existing traffic.
  5. Refresh the page, then interact with your site to reproduce the issue.
  6. After you reproduce the issue, select the download icon to export the HAR file and save it to your device.

    Edge_DeveloperTools_ExportHAR.png

  7. Attach this file to your open support ticket for Pendo Support to review.

Safari

  1. Open your Safari web browser and navigate to the page in your app where the issue occurs.
  2. Open the developer tools in one of the following ways:
    • Right-click anywhere on your site, then select Inspect Element.

      Safari_InspectElement.png

    • From your top menu bar, select Develop > Show Web Inspector.

      Safari_ShowWebInspector.png
    • If you don't see either of these options available, you must enable your developer settings for Safari. To do so, navigate to Safari > Settings in your top menu bar, then select Advanced > Show features for web developers. When checked, you can access the web inspection tool and the Develop option in the menu bar.

      Safari_Settings_DeveloperFeatures.png

  3. At the top of the developer tools, select the Network tab, then ensure the following:
    • All is selected.
    • Select the Other filter options... icon to the right of the All filter, then ensure Preserve Log is checked.

      Safari_DeveloperToolSettings.png

  4. On the far-right, select the Clear Network Items trash icon to clear any existing traffic.
  5. Refresh the page, then interact with your site to reproduce the issue.
  6. After you reproduce the issue, select Export to export the HAR file and save it to your device.

    Safari_ExportHAR.png

  7. Attach this file to your open support ticket for Pendo Support to review.
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