Generate HAR file for troubleshooting

Gladly Support may occasionally require a log of network requests, known as a HAR (HTTP Archive) file, to troubleshoot specific issues that occur in your browser. Collecting a HAR file while the issue is being reproduced helps our team analyze network traffic and diagnose the root cause. It is also helpful to include any browser console logs along with the HAR file. We may ask for this file for:

• Login-related issues

• Errors in Gladly

• Performance issues

HAR Security

A HAR file includes data such as the content of your cookies, session tokens, and the pages you downloaded. Anyone with access to the HAR file can view this information, which may include personal or sensitive data. Please ensure you secure your HAR files accordingly. You may consider using a tool like Cloudflare's HAR Sanitizer to strip sensitive information before sending it.

Generating HAR Files

Click the links below for instructions on how to generate a HAR file and console logs in the browser you are using.

• Generate a HAR file in Chrome

• Generate a HAR file in Edge

Chrome

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

2. Look for the ⋮ button (three dots) and select More Tools > Developer Tools.

3. From the panel that appears (usually at the bottom or side), select the Network tab. You must keep this panel open while you reproduce the issue.

4. Ensure the round Record button in the upper-left corner of the tab is red (it indicates recording is active). If it is grey, click it once to start.

5. Check the Preserve log box.

6. Click the grey crossed circle button (Clear) to remove any existing logs from the Network tab.

7. Reproduce the issue while the network requests are being recorded.

8. Once the issue has been reproduced, click the Export HAR icon (a downward arrow) to download and save the file to your computer (often labeled as Save as HAR with Content).

To Retrieve Console Logs in Chrome:

1. In the Developer Tools panel, click the Console tab.

2. Screenshot any errors that appear.

Edge

1. Open Edge and go to the Gladly page where the issue is occurring.

2. Select the three dots (...) in the upper-right corner of your browser window.

3. Click More tools > Developer Tools.

4. In the DevTools panel, click the Network tab.

5. Ensure the round Record button is active (red).

6. Click the Clear icon (crossed circle) to remove pre-existing logs.

7. Check the Preserve Log checkbox.

8. Reproduce the issue that you experienced in the Edge browser.

9. Once the issue has been reproduced, click the Export HAR icon (usually labeled Export captured traffic as HAR) and save the file.

To Retrieve Console Logs in Edge:

1. In the DevTools panel, click the Console tab.

2. Right-click the console and select Clear Console of any pre-existing logs.

3. Screenshot any errors that appear.

Sending HAR Files to Gladly Support

Before you send a HAR file, please follow these steps:

1. Rename the file: By default, HAR files often use the page URL as the filename, which can sometimes be flagged by email filters. Give the file a descriptive name (e.g., Gladly_Login_Failure_HAR.har) that does not include the full URL.

2. Compress the file: HAR files can be very large. Please zip or compress the file (e.g., as a .zip file) to reduce its size, which helps ensure it adheres to attachment limits.

Attach the renamed and compressed HAR file to your existing Gladly Support ticket for further investigation. If the file is too large for an email attachment (typically over 50MB), please upload it to a cloud service (such as Google Drive or Dropbox) and share the download link with Gladly Support.