How to save a HAR File

Sometimes when a ticket is raised due to sign-in issues, content issues, or other network-related issues, the Support team will ask you to supply a HAR file. This file is extremely useful for diagnosing these sorts of issues, as it contains information that shows network errors alongside other network information that can help us identify the root cause of these issues.

This guide is to show you how to get a HAR file and send it across to us. When recording and saving a HAR file, please start from the point before you begin to encounter the issue. If the issue is that Content won't send back the right information, begin the process from the My Learning page. If it's an error that occurs on Sign-In, start at the login page. 

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Google Chrome

1. Navigate in your browser to the point immediately before the issue you're experiencing
2. Select F12. This opens the 'Developer tools' panel on the right of your browser. 
3. Select 'Network'
4. Select 'Preserve log'. This ensures a record of web activity is saved:
5. Replicate the issue you're experiencing. The window to the right will begin to populate with the network traffic.
6. When your issue has been replicated and the network information is populated, right-click anywhere in the menu and select "save all as HAR with content":
7. This will prompt you to download the file and save it to your PC. Use the ticket reference number as the name of the file
8. Attach the file to the Support ticket

Mozilla Firefox

1. Navigate in your browser to the point immediately before the issue you're experiencing
2. Select F12. This opens the 'Developer tools' panel at the lower half of your browser
3. Select 'Network'
4. Replicate the issue you're experiencing. The window to the right will begin to populate with the network traffic.
5. When your issue has been replicated and the network information is populated, right-click anywhere in the menu and select "Save all as HAR":
6. This will prompt you to download the file and save it to your PC. Use the ticket reference number as the name of the file
7. Attach the file to the Support ticket

Microsoft Edge

1. Navigate in your browser to the point immediately before the issue you're experiencing
2. Select F12. This opens the 'Developer tools' panel at the lower half of your browser
3. Select 'Network' (you might need to expand the top menu to see this option):
4. Replicate the issue you're experiencing. The window to the right will begin to populate with the network traffic.
5. When your issue has been replicated and the network information is populated, right-click anywhere in the menu and select "Save all as HAR with content":
6. This will prompt you to download the file and save it to your PC. Use the ticket reference number as the name of the file
7. Attach the file to the Support ticket