In this article, you'll learn how to generate network requests and error logs that TrustFlight Support may ask for when troubleshooting an issue. Support might ask you to record a HAR (HTTP Archive) file or a log of network requests. To help us troubleshoot faster, please include browser console logs in addition to the HAR file.
Note: A HAR file includes data such as cookie contents and the pages loaded while recording. Anyone with access to the HAR file can view this data, which may include personal or sensitive information. Please handle HAR files securely. Cloudflare provides a free HAR Sanitizer to strip sensitive information before sharing.
Generating a HAR file
Instructions are provided below for Chrome, Firefox, and Safari. The steps are the same on Mac and Windows.
Chrome
- Open Chrome and go to the page where the issue occurs.
- Click the ⋮ (three-dot) menu and select More Tools > Developer Tools.
- Select the Network tab. Keep this panel open while you reproduce the issue.
If TrustFlight Support has asked for WebSocket traffic, select the Socket filter in the Network tab and reload the page to capture it. Note: the Socket filter only changes what's displayed, it does not affect what gets saved in the exported HAR file. - Check that the round record button in the top-left of the panel is red. If it's grey, click it to start recording.
- Check the Preserve log box.
- Click the grey "clear" icon (a circle with a line through it) to clear any existing entries.
- Reproduce the issue so the network requests are captured.
- Click the download icon (Export HAR) and choose Save as HAR with Content to save the file.
- Attach the HAR file to your support ticket.
To capture console logs in Chrome:
- Open the Chrome menu and go to More Tools > Developer Tools.
- Open the Console tab and take a screenshot of any errors shown.
Firefox
- Open Firefox and go to the page where the issue occurs.
- Open the Network Monitor (right-click the page > Inspect > Network tab).
- Reproduce the issue so the network requests are captured.
- Right-click anywhere under the File column and select Save All As HAR.
- Save the file somewhere convenient.
- Attach the HAR file to your support ticket.
To capture console logs in Firefox:
- From the Tools menu, select Web Developer.
- Console logs appear in a separate window's, screenshot any errors.
Safari
- Open Safari and go to the Develop menu. (If you don't see this menu, enable it via Safari > Preferences > Advanced > Show Develop menu in menu bar.)
- Select Show Web Inspector.
- Click the Network tab and keep it open while you reproduce the issue.
- Reproduce the issue so the network requests are captured.
- Click the Export icon to save the HAR file.
- Attach the HAR file to your support ticket.
To capture console logs in Safari:
- Open Preferences > Advanced and select Show Develop menu in menu bar.
- From the Develop menu, select Show Error Console.
- Screenshot any errors shown.
Capturing across multiple tabs (Chromium-based browsers)
If the issue spans multiple tabs or opens new windows, set this up first:
- Open Developer Tools (Settings menu > More Tools > Developer Tools).
- Open the Developer Tools Settings (gear icon).
- Under Global, enable Auto-open DevTools for popups.
- Close Settings and navigate to the page where you want to record, keeping Developer Tools open.
Any new tabs or pop-up windows opened from that page will also open with Developer Tools active, so recording continues across all of them.
Sending HAR files to TrustFlight Support
Before attaching a HAR file to your support ticket:
- Zip or compress the file as uncompressed HAR files are often too large to attach.
- Rename the file with something descriptive rather than the default (which uses the page URL). Files ending in .com or similar can get flagged by spam filters.
- Attach the file to your ticket.