Generate a Log for Troubleshooting

Applies to

10,000ft

This Help Article Appears in the Following Learning Tracks

When troubleshooting complex issues, 10,000ft support sometimes needs a deeper level of information than a screenshot or description of the problem. To figure out what’s causing your experience to be slower than expected, we may request that you record a HAR file (a log of network requests) while the issue is occurring and send it to us for further analysis.

Generate a HAR File

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 Preserve Log option only if you are doing an action that brings you to a different page.
  4. Refresh the page to start capturing 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.
  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

HAR files can contain sensitive information. Before sending the HAR file to 10,000ft, remove/censor any sensitive information using a text editor (i.e. remove passwords, secrets, user info, project names, etc). To censor this information remove the section of text contained within quotation marks after the identifier “text”: (see image below for an example)

When you send us the HAR file, include a quick description of the actions you took when the issue occured.

Firefox

  1. Go to Tools > Web Developer > Network
  2. Check Persist Logs option only if you are doing an action that brings you to a different page.
  3. Refresh the page to start capturing 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.
  4. Complete the steps that trigger or demonstrate your issue.
  5. Click the HAR dropdown on the far right of the tool and select Save all as HAR and save the file

HAR files can contain sensitive information. Before sending the HAR file to 10,000ft, remove/censor any sensitive information using a text editor (i.e. remove passwords, secrets, user info, project names, etc). To censor this information remove the section of text contained within quotation marks after the identifier “text”: (see image below for an example)

When you send us the HAR file, include a quick description of the actions you took when the issue occured.

Internet Explorer

  1. Right click on the the page and select Inspect element
  2. Go to the Network tab
  3. Refresh the page to start capturing the traffic between the browser and our servers.
  4. 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. Click on Export as HAR (Floppy button next to the stop button on the Developer Tools) followed by Save As... to save the HAR file.

HAR files can contain sensitive information. Before sending the HAR file to 10,000ft, remove/censor any sensitive information using a text editor (i.e. remove passwords, secrets, user info, project names, etc). To censor this information remove the section of text contained within quotation marks after the identifier “text”: (see image below for an example)

When you send us the HAR file, include a quick description of the actions you took when the issue occured.

Microsoft Edge

  1. Go to Developer tools using the F12 keyboard shortcut or right click and then click Inspect element
  2. Refresh the page to start capturing 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. Click on Export as HAR (Floppy button next to the stop button on the Developer Tools) followed by Save As... to save the HAR file.

HAR files can contain sensitive information. Before sending the HAR file to 10,000ft, remove/censor any sensitive information using a text editor (i.e. remove passwords, secrets, user info, project names, etc). To censor this information remove the section of text contained within quotation marks after the identifier “text”: (see image below for an example)

When you send us the HAR file, include a quick description of the actions you took when the issue occured.

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, we recommend using the tools in Chrome.

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

HAR files can contain sensitive information. Before sending the HAR file to 10,000ft, remove/censor any sensitive information using a text editor (i.e. remove passwords, secrets, user info, project names, etc). To censor this information remove the section of text contained within quotation marks after the identifier “text”: (see image below for an example)

When you send us the HAR file, include a quick description of the actions you took when the issue occured.​