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How can I generate a HAR file for troubleshooting?

How can I generate a HAR file and send it to Payhawk for troubleshooting purposes?

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Written by Payhawk
Updated over 3 weeks ago

To help you diagnose an issue, Payhawk Support may occasionally require additional information about the network activity in your browser.

While the issue is occurring, a Support team member can ask you to generate a HAR file - a log of network requests. Along with the HAR file, it's also helpful to include browser console logs.

HAR files can contain sensitive information, including cookies, downloaded page content, and any data submitted during the recording, potentially including personal or confidential information. Anyone with access to the HAR file may be able to view this data. To protect your privacy and security, always handle HAR files with care.

Generating a HAR file in Chrome

To generate a HAR file in Chrome:

  1. Open Chrome and navigate to the page where the issue is occurring.

  2. Click on the three-dot button (⋮) and select More Tools > Developer Tools.

  3. In the flyout that appears, go to the Network tab. You must keep the menu open while you reproduce the issue you want to diagnose.

  4. Make sure the round record button in the upper left corner of the tab is red. If it's grey, click on the record button to start recording.

  5. If it isn't, check the Preserve log box.

  6. Click on the grey crossed circle button to clear any existing logs from the network tab.

  7. Reproduce the issue you want to diagnose while the network requests are being recorded.

  8. Click the Export HAR button to download and save the file to your computer. Use the Save as HAR with Content option.

  9. Upload the HAR file to your ticket with the Payhawk Support team for further investigation.

Generating a HAR file in Firefox

To generate a HAR file in Firefox:

  1. Open Firefox and navigate to the page where the issue is occurring.

  2. Open the Network Monitor.

  3. Reproduce the issue you want to diagnose while the network requests are being recorded.

  4. Right-click anywhere under the File column and click Save All As HAR.

  5. Save the HAR file.

  6. Upload the HAR file to your ticket with the Payhawk Support team for further investigation.

Generating a HAR file in Safari

To generate a HAR file in Safari:

  1. Open Safari and go to the Develop menu.

    If you don't see the Develop menu, follow the instructions from the Safari User Guide.

  2. Select Show Web Inspector.

  3. Click the Network tab. You must keep the menu open while you reproduce the issue you want to diagnose.

  4. Reproduce the issue you want to diagnose while the network requests are being recorded.

  5. Click the Export icon and save the HAR file.

  6. Upload the HAR file to your ticket with the Payhawk Support team for further investigation.

Generating a HAR file in Edge

To generate a HAR file in Edge:

  1. Open Edge and navigate to the Network tool.

  2. Reproduce the issue you want to diagnose while the network requests are being recorded.

  3. Click the Export HAR button to download and save the file to your computer.

  4. Upload the HAR file to your ticket with the Payhawk Support team for further investigation.

Sending a HAR file to Payhawk Support

Before sending a HAR file to Payhawk Support, make sure to both rename and compress the file, as uncompressed HAR files often exceed Payhawk's attachment size limits.

HAR files are typically named using the page URL by default, which results in file names ending with .com that can trigger spam or phishing filters. To avoid this, give your HAR file a clear, descriptive name that does not include the full URL, and compress it into a ZIP file.

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