When you're experiencing an issue that's tricky to reproduce like unexpected behavior, loading problems, or errors that only happen sometimes, a HAR file is one of the most powerful tools for getting to the bottom of it fast.
A HAR (HTTP Archive) file is a recording of all the network activity between your browser and the servers it communicates with during a session. It gives our support team a detailed snapshot of exactly what happened, so we can investigate without needing to replicate the exact conditions on our end.
Important: HAR files can contain sensitive information, including cookies, session tokens, and form data. Before sharing a HAR file, avoid capturing activity across other tabs or sites. Only record the session relevant to the issue you're reporting.
How to export a HAR file
Export a HAR file from Google Chrome
Open Chrome and navigate to the page where the issue occurs.
Right-click anywhere on the page and select Inspect, or press
F12(Windows) orCmd + Option + I(Mac) to open DevTools.Click the Network tab.
Check the Preserve log checkbox so activity isn't cleared on page navigation.
Reproduce the issue: perform the steps that trigger the problem.
Once the issue occurs, right-click anywhere in the network request list and select Save all as HAR with content.
Save the file to your device.
Export a HAR file from Mozilla Firefox
Note: Unlike Chrome and Edge, Firefox preserves network log activity across page navigations by default in recent versions so there's no checkbox needed. If you're on an older version and see log entries being cleared, you can enable persistence by right-clicking in the Network tab request list and selecting Persist Logs.
Open Firefox and go to the page where the issue occurs.
Press
F12(Windows) orCmd + Option + I(Mac) to open the Developer Tools.Click the Network tab.
Reproduce the issue: perform the steps that trigger the problem.
Once the issue occurs, right-click anywhere in the request list and select Save All As HAR.
Save the file to your device.
Export a HAR file from Apple Safari
Note: You'll need to enable the Develop menu in Safari before you can access network recording tools. Go to Safari > Settings > Advanced and check Show features for web developers.
Open Safari and navigate to the page where the issue occurs.
In the menu bar, go to Develop > Show Web Inspector, or press
Cmd + Option + I.Click the Network tab.
Check the Preserve Log checkbox (the icon that looks like a recording dot with a line through it).
Reproduce the issue: perform the steps that trigger the problem.
Once the issue occurs, click the Export button (a downward arrow icon) in the top-right of the Network tab.
Save the .har file to your device.
Export a HAR file from Microsoft Edge
Open Edge and navigate to the page where the issue occurs.
Press
F12or right-click the page and select Inspect to open DevTools.Click the Network tab.
Check the Preserve log checkbox.
Reproduce the issue: perform the steps that trigger the problem.
Once the issue occurs, right-click anywhere in the network request list and select Save all as HAR with content.
Save the file to your device.
Share your HAR file with us
Once you've exported the HAR file, you can attach it directly to your conversation in the Intercom Messenger. HAR file attachments are supported on web, so you can drop it straight into the chat alongside a description of the issue you're experiencing.
Our support team will take it from there, no need to reproduce the issue again. 😃
Tip: When sharing your HAR file, include a brief description of what you were doing when the issue occurred, the browser and operating system you're using, and any error messages you saw. The more context, the faster we can dig in.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts