--- title: Creating a HAR file description: How to create a HAR file --- [Skip to content](https://support.hapana.com/creating-a-har-file#main-content) English Show submenu for translations [![email-logo.png](https://support.hapana.com/hs-fs/hubfs/hapana_2022/email_2022/footer%20logo.png?width=300&height=78&name=footer%20logo.png)](https://info.hapana.com/en?hsLang=en) Open main navigation Close main navigation - English Show submenu for translations - [Submit Ticket](https://21gxv.share.hsforms.com/2-8HozJXMSTW8kaFHC32eaw) [Submit Ticket](https://21gxv.share.hsforms.com/2-8HozJXMSTW8kaFHC32eaw) Hapana Help | Find answers here - There are no suggestions because the search field is empty. 1. [Hapana Knowledge Base](https://support.hapana.com/?hsLang=en) 2. [Marketing Solutions](https://support.hapana.com/marketing-solutions?hsLang=en) 3. [Settings](https://support.hapana.com/marketing-solutions?hsLang=en#settings) # Creating a HAR file A HAR (HTTP Archive) file is a recording of your browser's network activity that lets Hapana Support and the Grow team see exactly what happened when something went wrong. It shows the requests your browser made, the responses it received and how long each took. If you raise a ticket about Grow (Marketing Solutions) on Hapana, we may ask you to supply a HAR file. This helps us diagnose errors, failed actions and slow-loading pages, and it is often required. This article covers how to create a HAR file in Chrome, Microsoft Edge, Firefox and Safari, and how to share it safely. #### **Before you start** A short, focused recording is the most useful one. Before you open your browser's developer tools: - Go to the exact page in Hapana where the issue happens (for example, the Grow page or feature you are having trouble with). - Know the steps that cause the problem, so you can repeat them straight away once recording starts. - Close any other tabs that are not related to the issue, so they do not add unrelated activity to the file. - Start recording just before you reproduce the issue and stop shortly afterwards. This keeps the file small enough to attach to your ticket.   #### **Creating a HAR file in Google Chrome** 1. Open Google Chrome. 2. Go to the page in Hapana where the issue occurs. 3. Select the Chrome menu (three dots) \> **More tools** \> **Developer tools**. 4. Select the **Network** tab. 5. Tick the **Preserve log** checkbox. 6. Select the red **record** circle at the top left of the Network tab to start recording. 7. Refresh the page and reproduce the issue, allowing Chrome to record the interaction. 8. Once the issue has occurred, select **Export HAR** (the downward-facing arrow icon), then choose **Save as** and name the file. Alternatively, right-click anywhere in the **Name** column and select **Save all as HAR with content**. 9. Attach the HAR file to your support ticket.   #### **Creating a HAR file in Microsoft Edge** 1. Open Microsoft Edge. 2. Go to the page in Hapana where the issue occurs. 3. Press **F12** (or **Ctrl + Shift + I** on Windows) to open Developer Tools. 4. Select the **Network** tab. 5. Tick the **Preserve log** checkbox. 6. Refresh the page and reproduce the issue, allowing Edge to record the interaction. 7. Right-click anywhere in the Network panel and select **Save all as HAR with content**. 8. Save the HAR file to your computer. 9. Attach the HAR file to your support ticket.   #### **Creating a HAR file in Firefox** 1. Open Firefox. 2. Go to the page in Hapana where the issue occurs. 3. Select the Firefox menu \> **Web Developer** \> **Network**. 4. Tick the **Preserve log** checkbox. 5. Refresh the page and reproduce the issue, allowing Firefox to record the interaction. 6. Once the issue has occurred, right-click within the Network tab and select **Save All As HAR**. 7. Attach the HAR file to your support ticket.   #### **Creating a HAR file in Safari** 1. Open Safari. 2. Go to the page in Hapana where the issue occurs. 3. Turn on Developer Tools: select **Safari** \> **Preferences** \> **Advanced**, then tick **Show Develop menu in menu bar**. 4. Select **Develop** \> **Show Web Inspector**, then select the **Network** tab. 5. Tick the **Preserve log** checkbox. 6. Refresh the page and reproduce the issue, allowing Safari to record the interaction. 7. Once the issue has occurred, select **Export** at the top right of the Network tab. 8. Select the **Console** tab and take a screenshot of any errors shown. 9. Attach the HAR file and the console screenshot to your support ticket. Enabling the Develop menu only needs to be done once. If **Develop** already appears in your Safari menu bar, skip straight to **Develop** \> **Show Web Inspector**. #### **Reviewing and sharing your HAR file** Treat a HAR file as sensitive. It is a detailed record of your browser's network activity and can include session tokens, authentication headers and any information displayed on the page when it was captured, which may include member or customer details. - Do not post HAR files or console logs in public forums or on publicly viewable tickets. - Do not send them to personal email accounts. - Send them to Hapana Support only through a secure channel, such as a support ticket. - Delete the file from your device once your support request is resolved. **Tip:** if you want to check what a HAR file contains before sending it, you can open it in a HAR file viewer such as the Google HAR Analyzer to inspect the captured requests and responses. --- ### **Troubleshooting** #### **Developer Tools will not open** **Cause:** A browser extension, a locked-down device policy (common on managed work computers) or the wrong key combination for your operating system is blocking it. **What to try:** Use the menu path instead of the keyboard shortcut. Restart the browser, or try another device. **Contact Support if:** It still will not open after a restart. This may be an IT policy your IT team needs to resolve, or it may be stopping you from raising your ticket.   #### **Export or Save HAR is missing or greyed out** **Cause:** No network activity has been captured yet, for example the Network tab was opened after the page finished loading, or Preserve log was not ticked before refreshing. **What to try:** Confirm Preserve log is ticked, then refresh and reproduce the issue again. The option appears once at least one request is listed. **Contact Support if:** The option stays unavailable even though requests are visible.   #### **Network log is empty after refreshing** **Cause:** Preserve log was not ticked, the Network tab was opened after the page loaded, or the page loaded from the browser's cache. **What to try:** Tick Preserve log and refresh again. Try a hard refresh (Ctrl + F5 on Windows, Cmd + Shift + R on Mac), and reproduce the issue with the Network tab open. **Contact Support if:** The log stays empty after a hard refresh with Preserve log on.   #### **HAR file is too large to attach** **Cause:** A long recording or a very busy page captures a lot of content. **What to try:** Keep the recording short: start just before reproducing the issue and stop soon after. If it is still too large, compress it into a ZIP file. **Contact Support if:** A ZIP file still cannot be attached. 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