Generating a HAR file for support cases

Document ID : KB000118741
Last Modified Date : 31/10/2018
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Introduction:
Whilst troubleshooting issues related to USM\UMP CA Support may request you create a HAR file.
A HAR (HTTP Archive) file records a web browsers interaction with a website and is thus very useful in troubleshooting issues with the loading of webpages.
This article provides instructions on how to generate these
Instructions:

How to generate a HAR file for Chrome

  1. Open Google Chrome and browse to the page in question.
  2. From the Chrome menu bar select View > Developer > Developer Tools .
  3. From the panel opened at the bottom of your screen, select the Network tab.
  4. Look for a round Record buttonrecord button in the upper left corner of the Network tab, and make sure it is red.
    • If it is grey, click it once to start recording.
  5. Check the box next to Preserve log .
  6. Click the Clear button clear button to clear out any existing logs from the Network tab.
  7. Now try to reproduce the issue that you were experiencing before, while the network requests are being recorded.
  8. Once you have reproduced the issue, right click anywhere on the grid of network requests, select Save as HAR with Content , and save the file to your computer.
  9. Upload your HAR file to your support case via support.ca.com

How to generate a HAR file for Firefox

  1. Open Firefox and browse to the page in question.
  2. Select the Firefox menu (three horizontal parallel lines) at the top-right of your browser window, then select Web Developer > Network.
  3. The Developer Network Tools will open as a docked panel at the side or bottom of Firefox. Click on the Network tab.
  4. The recording will autostart once you start performing actions in the browser.
  5. Now try to reproduce the issue that you were experiencing before, while the network requests are being recorded.
  6. Once you have reproduced the issue and you see that all of the actions have been generated in the Developer Network Panel (should just take a few seconds), right click anywhere under the File column and click on Save all as Har.
  7. Save the HAR file to your PC.
  8. Upload your HAR file to your support case via support.ca.com

How to generate a HAR file for Internet Explorer

  1. Open Internet Explorer and browse to the page in question.
  2. Press F12 on your keyboard (or click the gear icon > F12 Developer Tools)
  3. Click the Network tab.
  4. Now try to reproduce the issue that you were experiencing before, while the network requests are being recorded.
  5. Once done click the Save button.
  6. Give the trace a filename and click the Save button which will save it as a .har file or .xml file.
  7. Upload your HAR file to your support case via support.ca.com
Additional Information:
HAR files can contain sensitive information, Including but not limited to,
  • content of the pages browsed
  • cookies
  • all information submitted whilst recording including
    • personal details
    • passwords
    • credit card numbers
    • ......
Please be sure to only record the data required to reproduce the issue and not to enter any personal data whilst recording.