You may have been asked to send a HAR file, or browser trace, and wondered what that is. A browser trace is a log of your network activity that helps Support investigate why an error is occurring. You might be asked for one if you report performance issues such as pages stuck loading, unexpected UI behavior, broken images, or network errors. You can also send a HAR proactively with your Support ticket whenever you report one of these issues.

After you open the developer console in your web browser, you redo the action where the error happened so it gets logged, then send the log to the Support agent helping you.

Note: HAR files can contain sensitive data, such as cookies and anything you submitted while recording, including personal details, passwords, or credit card numbers. Bigtincan will not use, share, or store this sensitive information.

Key features

• Generate a log of network activity to help investigate errors
• Create a file you can send to Support for review

You need this to succeed

• A web browser: Chrome, Edge, Safari, Firefox
• The error you can reproduce

The quick way

1. Open your browser's developer tools. (Press F12 on Windows, or Cmd+Option+I on Mac.)
2. Go to the Network tab.
3. Turn on Preserve log (called Persist logs in Firefox) and clear the log.
4. Reproduce the issue on the page where it happens.
5. Export the trace as a HAR file.
6. Attach the HAR file to your Support ticket.

Do this step by step

• Collect a HAR on Chrome and Edge
• Collect a HAR on Firefox
• Collect a HAR on Safari

Collect a HAR on Chrome and Edge

1. Navigate to the location where you are experiencing an issue.
2. From the three dot menu, select More tools, then Developer tools.
   
3. Click the Network tab.
4. Make sure the record button is red. If it is gray, click it to start recording.
5. Check Preserve log, then click the clear button so the log is empty.
6. Reproduce the issue you were experiencing. For example, if a page was not loading before, open it now and see if it loads. This records the network requests.
7. Click the export HAR icon (the down arrow) at the top right to save the file to your device.
8. Attach the file to your Support ticket.

Tip: You can also open the developer tools by pressing the F12 key.

Collect a HAR on Firefox

1. Navigate to the location where you are experiencing an issue.
2. Click the menu (three lines) in the top right, select More tools, then Web Developer Tools.
3. Select the Network tab and click the trash icon to clear the log.
4. Reproduce the issue you were experiencing. This records the network requests.
5. Right-click anywhere in the list of requests and select Save all as HAR.
6. Save the file, then attach it to your Support ticket.

Collect a HAR on Safari

1. Navigate to the location where you are experiencing an issue.
2. Select Develop at the top of your screen, then click Show Web Inspector.
3. Click the Network tab and check Preserve log.
4. Reproduce the issue you were experiencing. This records the network requests.
5. Click Export to save the trace as a HAR file.
6. Save the file, then attach it to your Support ticket.

Note: If you do not see the Develop menu in Safari, turn it on in Safari > Settings > Advanced > Show features for web developers.