Knowledgebase: Settings

Generating a HAR File for Your Support Ticket
 

Replicating an issue is typically the first step when troubleshooting a problem. Unfortunately, there may be times when support is unable to reproduce the problem you're experiencing. Not only does this make resolution more difficult, but it can add to your frustration (as well as support's).

Please understand, when support tells you that they cannot replicate your issue, it is not meant to imply that there is no issue. It only means that we are unable to reproduce it. There could be many reasons for this including your work environment (i.e browser, operating system, network, etc), connectivity issues (ISP, routing, caching, etc), or even something as simple and vague as an overlooked typo.

If the issue you are reporting persists and it is something you can consistently reproduce, you may be asked by support to provide us with your browser's HAR file. This HAR file (short for HTTP Archive) is a special diagnostic readout of the activity between your browser and the site you are connecting to. It contains additional "under the hood" information that can be useful in the troubleshooting process and may further assist our technicians in determining the cause of your issue.

In the following article, we list steps for generating a HAR file from the major browsers. Simply click on on your specific browser link below to review the process:

Select Your Browser

Google Chrome
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  1. Open Google Chrome and go to the page where the issue is happening.
  2. If you're on Windows, hold down CTRL-SHIFT and tap J on your keyboard to bring up Chrome’s Developer Tools Console
    If you're on Mac, hold down OPTION-⌘ and tap J on your keyboard to bring up Chrome’s Developer Tools Console

As an alternative, you can also click on the 3 vertical dots found on the top right of your browser, go to More Tools, and select Developer Tools.

  1. From the Panel, click on the “Network” tab
  2. Look for a round “Record” button on the top left-hand corner of the tab. Make sure the button is red. If it is not red, click it once to begin recording the log.
  3. Next, mark the checkbox labeled “Preserve Log”
  4. Then, click on the “Clear” button located directly to the right of the Record button to clear the log
  5. Now, reproduce the issue that you are experiencing.

As you click through the website to reproduce the issue, a log of the network requests will be displayed on the Developer Tools window. Once the issue has been repeated:

  1. Right-click anywhere on the list of network requests, select “Save as HAR with Content” and save the file to your computer.

As an alternative to right-clicking, you can also click on the downward pointing arrow icon on the Network tab to Export your HAR file.

Providing the HAR file to support

For security, we recommend uploading the HAR file to your Shift4Shop store so we may retrieve it. You can either upload it to your store using FTP, or - if you are not familiar with FTP - use the store's File Manager:

  1. Log into your Shift4Shop Online Store Manager
  2. Look at the top right of the screen and click your User name
  3. Select File Manager
  4. In the File Manager, click on the "+Upload Files" button located at the top right
  5. Browse to the HAR file on your desktop and upload it to the File Manager
Once the file is uploaded to your store's File Manager:
  1. Locate the file and click on it to view its details
  2. In the file details, copy the file's URL
  3. Add the file's URL to your support ticket

Note
If you try to go to the URL directly in your browser, you will see a 404 Error page. This is intentional. As long as you can see that the file exists in the file manager, our team will be able to retrieve it via FTP.

Firefox
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  1. Open Firefox and go to the page where the issue is happening
  2. If you're on Windows, hold down CTRL-SHIFT and tap I on your keyboard to bring up Firefox’s Developer Tools Console
    If you're on Mac, hold down OPTION-⌘ and tap I on your keyboard to bring up Firefox’s Developer Tools Console

As an alternative, you can also click on the 3 horizontal lines found on the top right of your browser, go to Web Developer, and select Toggle Tools.

  1. From the Panel, click on the “Network” tab.
    (The recording is automatic)
  2. Click on the garbage can icon at the far left of the Network tab to clear the log.
  1. Reproduce the issue on your store. You will see the actions listed in the Developer Network Panel.
  2. Once all the actions are complete (it should only take a few seconds to record them all), right-click anywhere on the list of actions and select “Save all as HAR”

As an alternative to right-clicking, you can also simply click on the HAR menu located at the far right of the network tab to save your HAR file.

  1. Save the HAR file to your computer

Providing the HAR file to support

For security, we recommend uploading the HAR file to your Shift4Shop store so we may retrieve it. You can either upload it to your store using FTP, or - if you are not familiar with FTP - use the store's File Manager:

  1. Log into your Shift4Shop Online Store Manager
  2. Look at the top right of the screen and click your User name
  3. Select File Manager
  4. In the File Manager, click on the "+Upload Files" button located at the top right
  5. Browse to the HAR file on your desktop and upload it to the File Manager
Once the file is uploaded to your store's File Manager:
  1. Locate the file and click on it to view its details
  2. In the file details, copy the file's URL
  3. Add the file's URL to your support ticket

Note
If you try to go to the URL directly in your browser, you will see a 404 Error page. This is intentional. As long as you can see that the file exists in the file manager, our team will be able to retrieve it via FTP.

Microsoft Edge
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  1. Open Microsoft Edge and go to the page where the issue is happening
  2. If your on Windows, hold down CTRL-SHIFT and tap J on your keyboard to bring up Edge’s Developer Tools Console
    If you're on Mac, hold down OPTION-⌘ and tap J on your keyboard to bring up Edge’s Developer Tools Console

As an alternative, you can also click on the 3 horizontal dots found on the top right of your browser, go to More Tools, and select Developer Tools.

  1. From the Panel, click on the “Network” tab
  2. Look for a round “Record” button on the top left-hand corner of the tab. Make sure the button is red. If it is not red, click it once to begin recording the log.
  3. Next, mark the checkbox labeled “Preserve Log”
  4. Then, click on the “Clear” button located directly to the right of the Record button to clear the log
  5. Now, reproduce the issue that you are experiencing.

As you click through the website to reproduce the issue, a log of the network requests will be displayed on the Developer Tools window.

  1. Once the issue has been repeated, right-click anywhere on the list of network requests, select “Save as HAR with Content” and save the file to your computer.

As an alternative to right-clicking, you can also click on the downward pointing arrow icon on the Network tab to Export your HAR file.

Providing the HAR file to support

For security, we recommend uploading the HAR file to your Shift4Shop store so we may retrieve it. You can either upload it to your store using FTP, or - if you are not familiar with FTP - use the store's File Manager:

  1. Log into your Shift4Shop Online Store Manager
  2. Look at the top right of the screen and click your User name
  3. Select File Manager
  4. In the File Manager, click on the "+Upload Files" button located at the top right
  5. Browse to the HAR file on your desktop and upload it to the File Manager
Once the file is uploaded to your store's File Manager:
  1. Locate the file and click on it to view its details
  2. In the file details, copy the file's URL
  3. Add the file's URL to your support ticket

Note
If you try to go to the URL directly in your browser, you will see a 404 Error page. This is intentional. As long as you can see that the file exists in the file manager, our team will be able to retrieve it via FTP.

Internet Explorer
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  1. Open Internet Explorer and go to the page where the issue is happening
  2. Press F12 on your keyboard to open the Internet Explorer Developer Tools window and click on the “Network” Tab

As an alternative, click on the gear icon at the top-right of the browser window and select F12 Developer tools and click on the “Network” Tab

  1. Click on the "Clear Session" icon to clear the log
  2. Reproduce the issue that you are experiencing. The network requests will be recorded on the Network Developer Tool window.
  3. Once you’ve reproduced the issue, click on the “Save” icon in the Developer Tools window.
  4. Give the file a name and Save it to your computer as a .har file.

Providing the HAR file to support

For security, we recommend uploading the HAR file to your Shift4Shop store so we may retrieve it. You can either upload it to your store using FTP, or - if you are not familiar with FTP - use the store's File Manager:

  1. Log into your Shift4Shop Online Store Manager
  2. Look at the top right of the screen and click your User name
  3. Select File Manager
  4. In the File Manager, click on the "+Upload Files" button located at the top right
  5. Browse to the HAR file on your desktop and upload it to the File Manager
Once the file is uploaded to your store's File Manager:
  1. Locate the file and click on it to view its details
  2. In the file details, copy the file's URL
  3. Add the file's URL to your support ticket

Note
If you try to go to the URL directly in your browser, you will see a 404 Error page. This is intentional. As long as you can see that the file exists in the file manager, our team will be able to retrieve it via FTP.

Safari
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Note
Before proceeding with the following steps, please make sure your Safari browser has the Developer Menu available. If you do not see the Develop menu in the menu bar, choose Safari >Preferences, click Advanced, then select “Show Develop menu in menu bar” and then proceed with the following steps:

  1. Using Safari, go to the page where the issue is happening.
  2. Hold down OPTION-⌘ and tap I on your keyboard to bring up Safari’s Developer Tools Console

As an alternative, you can also click on the Develop menu and select “Show Web Inspector”

  1. From the Panel, click on the “Network” tab
  2. At the far right of the Network tab, click on the garbage can icon to clear the log
  3. Now, reproduce the issue that you are experiencing

As you click through the website to reproduce the issue, a log of the network requests will be displayed on the Developer Tools window.

  1. Once the issue has been repeated, click on the “Export” icon at the far right of the Network tab and save the HAR file

Providing the HAR file to support

For security, we recommend uploading the HAR file to your Shift4Shop store so we may retrieve it. You can either upload it to your store using FTP, or - if you are not familiar with FTP - use the store's File Manager:

  1. Log into your Shift4Shop Online Store Manager
  2. Look at the top right of the screen and click your User name
  3. Select File Manager
  4. In the File Manager, click on the "+Upload Files" button located at the top right
  5. Browse to the HAR file on your desktop and upload it to the File Manager
Once the file is uploaded to your store's File Manager:
  1. Locate the file and click on it to view its details
  2. In the file details, copy the file's URL
  3. Add the file's URL to your support ticket

Note
If you try to go to the URL directly in your browser, you will see a 404 Error page. This is intentional. As long as you can see that the file exists in the file manager, our team will be able to retrieve it via FTP.
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