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Send SILQ a HAR file for troubleshooting

To troubleshoot technical issues and error messages, SILQ's support team may ask you to record a HAR file.

To troubleshoot technical issues or error messages, SILQ’s support team may ask you to record a HAR file. A HAR file captures the network activity between your browser and SILQ, providing deeper insight into how pages load and how data is transferred. Supplying this file helps our support team accurately diagnose and resolve issues without the need for them to connect to your computer.

It is important that when recording a HAR file you ensure you repeat the exact steps that led you to the error you are trying to troubleshoot. If not, there is a high likelihood the HAR file will not capture the error and therefore SILQ will need to further investigate.

Record a HAR file

The steps to record a HAR file vary slightly depending on the browser you are using. 

Please ensure that the file sent to us is 'sanitised', meaning sensitive data is removed. If you are using Google Chrome or Microsoft Edge, this is automatically done for you by the browser when correctly following the respective steps below. However, Safari and Firefox do not do this, so you will need to do so manually. More information below.

Google Chrome

  1. In Chrome, navigate to the page where the issue is occurring.
  2. Click the three vertical dots icon in the top right corner.
  3. Navigate to More tools > Developer tools.
  4. Click the Network tab.
  5. Ensure the Record button is red. If it's gray, click to start recording.
  6. At the top, select the Preserve log and Disable cache checkboxes. 
    1. If the issue is occurring on a pop-up window (such as an authentication pop-up window), click the settings settings icon in the top right corner of the Network tab.
    2. Scroll down to the Global section and select the checkbox Auto-open DevTools for popups.
  7. Reproduce the issue you're experiencing or reload the page where the error is occurring.
  8. Once you have reproduced the issue and the Network tab has loaded all the content, click the Export HAR (sanitized)... icon in the action bar at the top of the Network panel.
  9. Save the HAR file.
  10. Send to SILQ via email to support@silq.com.au along with a detailed description of the error and the steps taken that led to this error and relevant screenshots of the error itself.




Mozilla Firefox

Please note: HAR files are not sanitized by default in Firefox. It's recommended that you sanitize the HAR file to remove sensitive data by using a HAR sanitizer tool or by manually removing any sensitive data in a text editor.

  1. In Firefox, navigate to the page where the issue is occurring.
  2. Click the three horizontal lines icon in the top right corner.
  3. Navigate to More tools > Web Developer Tools.
  4. Click the Network tab.
  5. Select the Disable Cache checkbox. 
  6. Click the settings settings icon in the top right corner of the Network tab and click Persist Logs.
  7. Click the delete trash icon on the left to remove any logs that are already visible in the Network tab.
  8. Reproduce the issue you're experiencing or reload the page where the error is occurring.
  9. Once you have reproduced the issue and the Network tab has loaded all the content, right click on one of the requests and select Save all as HAR. 
  10. Save the HAR file.
  11. Send to SILQ via email to support@silq.com.au along with a detailed description of the error and the steps taken that led to this error and relevant screenshots of the error itself.

 

Microsoft Edge

  1. In Edge, navigate to the page where the issue is occurring.
  2. Click the three horizontal dots icon in the top right corner.
  3. Navigate to More tools > Developer Tools.
  4. Click the Network tab.
  5. Ensure the Record button is red. If it's gray, click to start recording.
  6. At the top, select the Preserve log and Disable cache checkboxes. 
  7. Reproduce the issue you're experiencing or reload the page where the error is occurring.
  8. Once you have reproduced the issue and the Network tab has loaded all the content, click the Export HAR (sanitized)... icon in the action bar at the top of the Network panel.
  9. Save the HAR file.
  10. Send to SILQ via email to support@silq.com.au along with a detailed description of the error and the steps taken that led to this error and relevant screenshots of the error itself.

 

Safari

Please note: HAR files are not sanitized by default in Safari. It's recommended that you sanitize the HAR file to remove sensitive data by using a HAR sanitizer tool or by manually removing any sensitive data in a text editor.

  1. In Safari, navigate to the page where the issue is occurring.
  2. In the top left, click Safari > Settings > Advanced.
  3. Select the Show features for web developers checkbox.
  4. In the top bar of the page, click Develop > Show Web Inspector.
  5. Click the Network tab.
  6. Click the delete trash icon on the right to remove any logs that are already visible in the Network tab.
  7. Select the Disable cache checkbox. 
  8. Reproduce the issue you're experiencing or reload the page where the error is occurring.
  9. Once you have reproduced the issue and the Network tab has loaded all the content, click Export.
  10. Save the HAR file.
  11. Send to SILQ via email to support@silq.com.au along with a detailed description of the error and the steps taken that led to this error and relevant screenshots of the error itself.