Applicable Product:

• PF Learning

Applicable Release:

• ALL version

Summary:

When troubleshooting complex cases there are instances (depending on the issue) the available application and server log files are not enough to find any clues or reasons why the issue is happening.

Obtaining additional information, such as network transactions, in your own browser or the customer’s browser while an issue occurs will help in investigating the issue.

HAR is the short form for HTTP ARchive format, which tracks all the logging of a web browser's interaction with a site.

HAR files can be a requirement for troubleshooting issues specifically (but not limited to) the problems listed below:

a. Performance Issue: slow page load, timeout when performing certain task
b. SCORM/AICC: tracking/completion issues
c. SSO/Login issue

How to generate HAR files for the following browsers:

Chrome

1. Open Google Chrome and go to the page where the issue is occurring

2. Look for the Vertical ellipsis button and select More Tools > Developer Tools

3. From the panel opened, select the Network tab

4. Look for a round Record button in the upper left corner of the tab, and make sure it is red. If it is grey, click it once to start recording

5. Check the box Preserve log

6. Click the Clear button to clear out any existing logs from the Network tab

7. Reproduce the issue that you were experiencing before while the network requests are being recorded

8. Once you have reproduced the issue, click Export HAR to download the trace. Then save the file to your computer

9. Upload your HAR file to your ticket so that our Support team can analyze it

Firefox

1. Open Mozilla Firefox and go to the page where the issue is occurring.
2. Select the Firefox menu (three horizontal parallel lines) at the top-right of your browser window, then select More tools > Web Developer Tools
3. The Developer Network Tools opens as a docked panel at the side or bottom of Firefox. Click the Network tab.
4. The recording autostarts when you start performing actions in the browser.
5. 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.
6. Save the HAR file somewhere convenient.
7. Upload your HAR file to your ticket or attach it to your email so that we may analyze it.

Edge

1. Open Microsoft Edge and go to the page where the issue is occurring.

2. Look for the Horizontal ellipsis button at the top-right of your browser window, then select More tools > Developer Tools

3. The Developer Tools opens as a docked panel at the side or bottom
4. Look for a round Record button in the upper left corner of the tab, and make sure it is red. If it is grey, click it once to start recording
5. Check the box Preserve log
6. Click the Clear button to clear out any existing logs from the Network tab
7. Reproduce the issue that you were experiencing before while the network requests are being recorded

8. Once you have reproduced the issue, click Export HAR to download the trace. Then save the file to your computer

9. Upload your HAR file to your ticket so that our Support team can analyze it