Applies to

Smartsheet
  • Pro
  • Business
  • Enterprise

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

Generate a log for troubleshooting

When troubleshooting complex issues, support often requires more information than a screenshot or a problem description. For further analysis, they may request a HAR file, which logs network requests while the issue occurs.

Who can use this?

Plans:

  • Smartsheet
  • Pro
  • Business
  • Enterprise

 

Open an incognito browser before generating the HAR file and navigate to the page directly before the error.

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 the 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 box for the Preserve Log.
  4. Select the Clear network log option next to the red record button.
  5. Ensure the entire page is recording the error. The top-left record button is red when recording.
  6. Complete the steps that trigger or demonstrate your issue.
  7. Click the red recording button to stop recording.
  8. From the network panel, select Settings > Preferences > Network > Allow to generate HAR with sensitive data.
  9. Download the file using the Export HAR button directly from the network panel. Long-click the button and select Export HAR (with sensitive data) from the drop-down menu. 

The browser must be updated to the newest version, or the HAR exported will reflect 0KBs.

Generate a HAR File with Firefox

  1. Go to Tools > Web Developer > Network
  2. Check the Persist Logs option.
  3. Refresh the page to capture the traffic between the browser and our servers.
    • Capture the page load so the support team can see the requests made before 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.
  2. Go to the  Network tab and verify that the trace is running. The top-left record button is red when recording. 
  3. Complete the steps that trigger or demonstrate your issue.
  4. Click the top-left red record button to stop the recording. 
  5. Hover over the download button, then Export as HAR appears, 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 Chrome tools.

  1. Navigate to the WEB PAGE/APP in the Safari browser.
  2. Select Safari in the upper-left, and choose Settings.
  3. In the Advanced tab, select the Show features for web developers and close the window.
  4. Select Develop at the top navigation bar and then Show Web Inspector.
  5. Navigate to the Network tab.
  6. Check the Preserve Log option.
  7. Complete the steps that trigger or demonstrate your issue.
  8. 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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