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How to Report Platform Errors

How to report platform errors​

Generate HAR files for troubleshooting​

Whenever you open a support ticket, you should include more information about the error reproduced in your browser. One common way to do that is by recording a HAR file.

A HAR file contains a log of the network requests that happened while the issue occurred. Browser console logs are also useful in addition to the HAR file.

How to generate HAR files in Chrome​

  1. Open Chrome and go to the page where the issue happens.
  2. Click ⋮ and choose More tools > Developer tools.
  3. In the panel that opens, go to the Network tab. Keep that panel open while reproducing the problem.
  4. Look for the round recording button in the upper-left corner of the tab and make sure it is red. If it is gray, click it once to start recording.
  5. Check the Preserve log box if it is not already enabled.
  6. Click the gray clear button to remove any existing entries from the Network tab.
  7. Reproduce the issue while the requests are being recorded.
  8. Click the download button, Export HAR, to save the file on your computer. Save it as HAR with content.
  9. Export HAR option in Chrome
  10. Attach the HAR file to your Support ticket for further investigation.

How to generate a HAR file in Firefox​

  1. Open Firefox and go to the page where the issue happens.
  2. Open the Network Monitor.
  3. Reproduce the issue while the network requests are being recorded.
  4. Right-click anywhere under the File column and click Save all as HAR.
  5. Save all as HAR in Firefox
  6. Save the HAR file somewhere convenient.
  7. Attach the HAR file to your Support ticket for further investigation.

How to generate a HAR file in Safari​

  1. Open Safari and access the Develop menu. If you do not see the Develop menu, follow the instructions in Apple’s guide: Use the developer tools in the Develop menu in Safari on Mac.
  2. Select Show Web Inspector.
  3. Click the Network tab and keep it open while reproducing the problem. Then export the captured traffic as a HAR file.
  4. Exporting HAR logs in Safari
  5. Attach the HAR file to your Support ticket for further investigation.

How to generate a HAR file in Edge​

  1. Open Edge and access the Network tool.
  2. Reproduce the issue while the network requests are being recorded, then export the captured traffic as a HAR file.
  3. Attach the HAR file to your Support ticket for further investigation.