Capture a HAR File for Troubleshooting Issues

Problem

When users experience unexpected behavior in the Securonix platform — such as pages not loading, buttons not responding, or intermittent errors — Support may request a HAR file to diagnose the issue.

Objective

This article explains when and how to capture a HAR (HTTP Archive) file from your browser to help the Support and Engineering teams troubleshoot platform issues efficiently.

Overview

A HAR file records all network activity between your browser and the Securonix platform. It helps engineers:

• Understand what network requests are being sent and received.

• Identify where a request might be failing or delayed.

• Diagnose performance, connectivity, or authentication problems.

Important: HAR files may contain sensitive information such as tokens or cookies. Only upload them securely through your support ticket—never share by email.

When to Capture a HAR File

Capture a HAR file when:

• You experience loading issues, timeouts, or unexpected errors.

• A page fails to display or load data correctly.

• Securonix Support specifically requests it as part of your case.

How to Capture a HAR File

Google Chrome

1. Open Google Chrome and navigate to the page where the issue occurs.

2. Press F12 (Windows) or Command + Option + I (Mac) to open Developer Tools.

3. Select the Network tab.

4. Check Preserve log at the top left.

5. Click the Clear (⛔) icon to start a clean recording.

6. Reproduce the issue.

7. Once it occurs, right-click inside the Network panel and select Save all as HAR with content.

8. Save the file (for example, issue_trace.har) to your computer.

Mozilla Firefox

1. Open Firefox and go to the affected page.

2. Press F12 or navigate to Menu → More Tools → Web Developer Tools.

3. Click the Network tab.

4. Check Persist Logs to retain the data.

5. Reproduce the issue.

6. Click the Export HAR (down arrow) icon to save the file.

Microsoft Edge

1. Open Edge and navigate to the problematic page.

2. Press F12 or right-click and select Inspect.

3. Go to the Network tab.

4. Check Preserve log and clear previous entries.

5. Reproduce the issue.

6. Right-click inside the Network panel and choose Save all as HAR with content.

Sharing Your HAR File

1. Open your active Support Case in the Customer Support Portal.

2. Attach the .har file to your case.

3. Add a short note, for example:

   “Attached HAR file while reproducing the error at 3:45 PM CST.”

Tip: Clear your browser cache before capturing the HAR file for a cleaner log.

Additional Notes

• HAR files are reviewed only by the Securonix Support and Engineering teams.

• Always upload HAR files securely through your Support ticket.

• If you’re unsure how to reproduce the issue, contact Support before capturing.

Verification Checklist

• HAR file successfully saved to your computer.

• File attached to your open support case.

• Confirmation message or case update submitted.