---
title: "Generate HAR file for troubleshooting"
slug: "generate-har-file-for-troubleshooting"
updated: 2025-10-16T19:08:54Z
published: 2025-10-16T19:08:54Z
canonical: "help.gladly.com/generate-har-file-for-troubleshooting"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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

> [!WARNING]
> 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](https://blog.cloudflare.com/introducing-har-sanitizer-secure-har-sharing) 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](/docs/generate-har-file-for-troubleshooting#chrome)
- [Generate a HAR file in Edge](/docs/generate-har-file-for-troubleshooting#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.