When troubleshooting an issue with Echo360 Support, it is often helpful to provide a HAR file from your browser.

What Is a HAR File?

HAR stands for HTTP Archive Format and is a JSON archive file that stores session communication data between the client (your browser) and the server (the Echo360 platform). The extension of the HAR file format is .har. It is used to save information about all web requests made in the current browser tab.

Why Do We Need It?

When there is a problem with requests for our products, it is helpful for us to know which requests were made and whether they were fulfilled. The HAR file alerts us to any potential breakdowns that may have occurred, either in the request or during the presentation of the requested information.

Different browsers use different methods to generate this file; the process for all our supported browsers is outlined below. Use the Article Sections links on the right side of this page to go directly to the instructions for whatever browser you are using.

For all the procedures below, first navigate to the product page where the issue occurs. Once you ensure the HAR data is being recorded, you will recreate the issue, thereby recording the session communication between your browser and our product.

For additional guidance, see Zendesk's Generating a HAR file for troubleshooting article, which includes detailed instructions and short animations that demonstrate the process.

Generate a HAR File From Chrome

The steps below apply when using Chrome on both Windows and Mac.

1. Open Google Chrome and go to the product page where the issue is occurring.
2. Click the vertical action menu in the top right corner of the browser window.
3. Select More tools from the menu, then select Developer tools as shown in the figure below.
   

4. Select the Network tab from the panel that appears, identified in the figure below.

   If you do not see a Network tab right away, click the button that appears to the right of the options you do have; you may need to scroll right to see the tab if your window is not wide enough

5. Look for a round Record button in the upper left corner of the tab, and make sure it is red. The panel should also read Recording network activity as shown in the figure below. If it is grey, click it once to start recording.
6. Check the box Preserve log.
   
7. If the tab already contains existing log entries, click the Clear button (a circle with a slash through it, located to the right of the Record button).
8. Reproduce the issue in the open tab.
9. After reproducing the issue, click Export HAR (sanitized...), as shown in the figure below.
   
10. Save the file in a location where you can easily find it; if you are not prompted to specify a location, the file is likely saved automatically to your Downloads folder.
11. Upload your HAR file to your ticket or attach it to an email to Echo360 Support (support@echo360.com) so that our team can analyze it.

Generate a HAR File From Firefox

The steps below apply when using Firefox on both Windows and Mac.

1. Open Firefox and go to the product page where the issue is occurring.
2. Select the Firefox menu (three horizontal parallel lines) at the top-right of your browser window, then select More tools > Web Developer Tools.
   
   The Developer Network Tools open as a docked panel at the side or bottom of Firefox.
3. Reproduce the issue in the open tab. Recording automatically begins when you start performing actions in the browser.
4. After reproducing the issue, right-click anywhere under the File column and select Save All As HAR, as shown in the figure below.
   
5. Save the file in a location where you can easily find it; if you are not prompted to specify a location, the file is likely saved automatically to your Downloads folder.
6. Upload your HAR file to your ticket or attach it to an email to Echo360 Support (support@echo360.com) so that our Support team can analyze it.

Generate a HAR File From Safari

Before generating the HAR file, ensure that you can view the Develop menu in Safari. If it is not there, follow the instructions located in the following Apple Support article: Use the developer tools in the Develop menu in Safari on Mac.

1. Open Safari and go to the product page where the issue is occurring.
2. Open the Develop menu and select Show Web Inspector. This opens a panel at the bottom of the browser.
3. Click the Network tab. This is identified in the figure below.
4. Reproduce the issue in the open tab. Recording automatically begins when you start performing actions in the browser.
5. After reproducing the issue, click the Export option, located on the far right of the Network tab, as shown in the figure below, and save the HAR file.
   
6. Save the file in a location where you can easily find it; if you are not prompted to specify a location, the file is likely saved automatically to your Downloads folder.
7. Upload your HAR file to your ticket or attach it to an email to Echo360 Support (support@echo360.com) so that our Support team can analyze it.

Generate a HAR File From Microsoft Edge

Edge natively produces HAR files. For more detailed instructions, see Microsoft's Get started with Microsoft Edge Developer Tools documentation.

1. Open Edge and go to the product page where the issue is occurring.
2. Press F12 to open the developer tools panel on the right.
3. Select the Network tab in the developer tools panel, as identified in the figure below.
   
4. Reproduce the issue in the open tab. Recording automatically begins when you start performing actions in the browser.
5. After reproducing the issue, select the Export HAR button in the developer tools panel, identified in the figure below.
   
6. Save the file in a location where you can easily find it; if you are not prompted to specify a location, the file is likely saved automatically to your Downloads folder.
7. Upload your HAR file to your ticket or attach it to an email to Echo360 Support (support@echo360.com) so that our Support team can analyze it.