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How to capture and send a HAR file to Flipsnack's Customer Support Team

Learn how to generate and send a HAR file in the top 5 most used browsers to help Flipsnack's Customer Support diagnose issues that cannot be reproduced on our end.

When experiencing issues with Flipsnack that cannot be easily reproduced by our Customer Support team, capturing a HAR (HTTP Archive) file can provide detailed information about the network requests made during your session. This file helps our support team diagnose and resolve the issue more effectively. Below are step-by-step instructions for capturing a HAR file in the top 5 most used browsers: Google Chrome, Mozilla Firefox, Microsoft Edge, Safari, and Opera.

Tip: For best results, use Google Chrome (updated to the latest version) when recording a HAR file, and reproduce the issue while recording so the file captures the relevant network activity.

1. Google Chrome

  1. Open Chrome Developer Tools:

    • Press F12 or Ctrl + Shift + I (Windows/Linux) or Cmd + Option + I (Mac).
    • Alternatively, right-click on the page and select “Inspect.”

  2. Go to the Network Tab:

    • Click on the “Network” tab at the top of the Developer Tools window.

  3. Enable Network Logging:

    • Ensure that the “Preserve log” option is checked to capture requests even if the page is reloaded.
    • If the network traffic isn't being recorded, ensure the red circle in the top left of the Network tab is active (click it if it’s grey).

  4. Clear Old Data:

    • Click the clear icon (a circle with a line through it, next to the red recording circle) to remove previous entries before reproducing the issue, so the recording captures only the relevant activity.

  5. Reproduce the Issue:

    • Perform the actions that lead to the issue. The Network tab will capture all the requests made during this time.

  6. Export the HAR File:

    • Once the issue is reproduced, right-click inside the Network tab and select “Save all as HAR with Content” or “Save as HAR with content.”
    • If you don’t see this option, use the export symbol in Developer Tools to export the HAR file instead.
    • Save the file to your computer.

  7. Send the HAR File to Customer Support:

    • Attach the HAR file to your support request or email it to the support team.

2. Mozilla Firefox

  1. Open Firefox Developer Tools:

    • Press F12 or Ctrl + Shift + I (Windows/Linux) or Cmd + Option + I (Mac).
    • Alternatively, right-click on the page and select “Inspect Element.”

  2. Go to the Network Tab:

    • Click on the “Network” tab in the Developer Tools pane.

  3. Enable Network Logging:

    • Ensure “Persist Logs” is checked to capture data across page reloads.
    • Ensure the record button (red circle) is active.

  4. Reproduce the Issue:

    • Perform the actions that cause the issue. All network activity will be recorded.

  5. Export the HAR File:

    • Right-click inside the Network tab and select “Save all as HAR.”
    • Save the HAR file to your computer.

  6. Send the HAR File to Customer Support:

    • Attach the HAR file to your support request or email it directly to the support team.

3. Microsoft Edge

  1. Open Edge Developer Tools:

    • Press F12 or Ctrl + Shift + I (Windows) or Cmd + Option + I (Mac).
    • Alternatively, right-click on the page and select “Inspect.”

  2. Go to the Network Tab:

    • Click on the “Network” tab in the Developer Tools pane.

  3. Enable Network Logging:

    • Make sure the “Preserve log” option is checked to retain network activity across page reloads.
    • Ensure the recording button (red circle) is active.

  4. Reproduce the Issue:

    • Perform the actions that trigger the issue while the Network tab records all network requests.

  5. Export the HAR File:

    • Right-click within the Network tab and choose “Save as HAR with content.”
    • Save the file to your computer.

  6. Send the HAR File to Customer Support:

    • Attach the HAR file to your support request or email it to the support team.

4. Safari

  1. Enable Developer Tools:

    • Open Safari preferences (Cmd + ,), go to the “Advanced” tab, and check “Show Develop menu in menu bar.”

  2. Open the Web Inspector:

    • Click “Develop” in the menu bar and select “Show Web Inspector” or press Cmd + Option + I.

  3. Go to the Network Tab:

    • Click on the “Network” tab to start capturing network activity.

  4. Reproduce the Issue:

    • Perform the actions that reproduce the issue. The Network tab will capture all network traffic.

  5. Export the HAR File:

    • Right-click within the Network tab and choose “Export HAR.”
    • Save the HAR file to your computer.

  6. Send the HAR File to Customer Support:

    • Attach the HAR file to your support request or email it to the support team.

5. Opera

  1. Open Opera Developer Tools:

    • Press Ctrl + Shift + I (Windows/Linux) or Cmd + Option + I (Mac).
    • Alternatively, right-click on the page and select “Inspect.”

  2. Go to the Network Tab:

    • Click on the “Network” tab in the Developer Tools pane.

  3. Enable Network Logging:

    • Make sure the “Preserve log” option is checked to keep logs across page reloads.
    • Ensure the recording button (red circle) is active.

  4. Reproduce the Issue:

    • Perform the actions that lead to the issue while the Network tab records all network requests.

  5. Export the HAR File:

    • Right-click inside the Network tab and select “Save all as HAR with content.”
    • Save the file to your computer.

  6. Send the HAR File to Customer Support:

    • Attach the HAR file to your support request or email it to the support team.

Final Steps

After capturing the HAR file, ensure that it is attached to your Live Chat conversation or emailed directly to Flipsnack's Customer Support team at contact@flipsnack.com. This file will help the team diagnose the issue more effectively, enabling a faster resolution. Remember to provide any additional context or steps you took that might help us reproduce or understand the issue better.

What to do if you can’t attach the HAR file in chat

Some platforms may block attaching HAR files directly in chat due to file format limitations. If the live chat doesn’t accept your HAR file, send it by email to contact@flipsnack.com, or upload it to a file-transfer service (for example, WeTransfer) and share the download link with our support team.

There’s no need to wait to collect data — the recording and saving happen during your session, and our technical team typically receives the file quickly.

Next steps

Useful resources:

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