Applies to

Resource Management

For more information about plan types and included capabilities, see the Smartsheet Plans page.

Generate a log for troubleshooting

When troubleshooting complex issues, Resource Management support sometimes needs more information than a screenshot or description of the problem. We may request you record a HAR file (a log of network requests) while the issue occurs and send it to support for further analysis.

PLANS

  • Resource Management

For more information about plan types and included capabilities, see the Smartsheet Plans page.

Open an incognito browser and log into Resource Management in that window before you generate your HAR file.

Generate a HAR File with Chrome

  1. Bring up the developer tools using one of these methods:
    • Using Keyboard Shortcut (⌘⌥i on OS X, Ctrl + Shift + i on Linux, F12 on Windows)
    • From Chrome Menu at the top-right of your browser window, select More Tools > Developer Tools.
  2. Navigate to the Network tab on the Development Tool.
  3. Check the Preserve Log option if your action brings you to a different page.
  4. Refresh the page to capture traffic between the browser and our servers.
    • Please capture a full page load so we can see the requests made prior to the problem we're analyzing.
  5. Complete the steps that trigger or demonstrate your issue.
  6. Right-click in the area where the network records are shown and select Save as HAR with content and save the file

Generate a HAR File with Firefox

  1. Go to Tools > Web Developer > Network
  2. Check Persist Logs option if your action brings you to a different page.
  3. Refresh the page to capture the traffic between the browser and our servers.
    • Please capture a full page load so we can see the requests made prior to the problem.
  4. Complete the steps that trigger or demonstrate your issue.
  5. Select the HAR dropdown on the far right of the tool, select Save all as HAR, and save the file.

Generate a HAR File with Microsoft Edge

  1. Go to Developer tools using the F12 keyboard shortcut or right-click, then select Inspect element.
  2. Refresh the page to capture the traffic between the browser and our servers.
    • Please capture a full page load so we can see the requests made prior to the problem we're analyzing.
  3. Complete the steps that trigger or demonstrate your issue.
  4. Select Export as HAR (Floppy button next to the stop button on the Developer Tools) followed by Save As... to save the HAR file.

Generate a HAR File with Safari

Safari hides the developer menu from users by default, so to get the HAR file, you will need to allow the Develop menu to show in the menu bar. If you don't want to do this, use the tools in Chrome.

  1. If you don't see the Develop menu in the menu bar, choose Safari > Preferences, select Advanced, then select Show Develop menu in menu bar.
  2. Use Keyboard Shortcut (⌘⌥i on OS X) to open the console
  3. Navigate to the Network tab
  4. Check the Preserve Log option if your action brings you to a different page.
  5. Complete the steps that trigger or demonstrate your issue.
  6. Select Export and save the file.

Scrub sensitive data

HAR files can contain sensitive information. Before you send the file, remove/censor sensitive information using a text editor (passwords, secrets, user info, project names, etc.). Remove any secure text within quotation marks after the identifier "text."

When you send the HAR file, include a brief description of your actions when the issue occurred.​

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