What is a .HAR file
Think of a .HAR (HTTP Archive) file as a digital flight recorder for your web browser.
When you load a webpage, your browser has a behind-the-scenes conversation with our servers, asking for images, text, and data. A .HAR file simply logs that conversation. It records exactly what your browser asked for and how our server responded.
Why do we need it?
Sometimes, a problem only happens on your computer due to your specific location, browser settings, or network.
Because we can't sit next to you at your desk, a .HAR file is the next best thing. It allows our technical team to "play back" the exact issue you experienced so we can pinpoint exactly where the connection broke down and fix it quickly.
How to generate a .HAR file
Creating one takes less than a minute. Here is the easiest way to do it using Google Chrome or Microsoft Edge:
Go to the page where you are experiencing the issue.
Right-click anywhere on the page and select Inspect (or press
F12on your keyboard). A panel with lots of code will open on the side or bottom of your screen.Click on the Network tab at the top of that new panel.
Look for a small red record button in the top-left corner of the network tab. If it’s grey, click it to start recording.
Check the Preserve log checkbox (usually right next to the record button).
Make sure All is selected.
There should be nothing in the Filter.
Refresh the page and reproduce the error or glitch you ran into.
Once the error happens click the download arrow.
Save the file to your desktop and email it over to us.
A Quick Note on Privacy: .HAR files record everything you do on that specific tab while recording. If you type a password or a credit card number while recording, it will be stored in the file. Please log out or close other sensitive tabs before recording, and do not type passwords while the recorder is running.