How to Generate a HAR File for Network Troubleshooting

Document created by KCS Integration on Mar 11, 2019Last modified by Roxann McGlumphy on Mar 14, 2019
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Issue Description
If a page is not loading in your browser for Marketo, this can sometimes be due to network related issues. We can help troubleshoot by using a HAR file from the browser to see network traffic.

Issue Resolution
Instructions to generate a HAR file broken down by browser version:

Chrome

    1. In Chrome, go to the page within Marketo where you are experiencing trouble.
    2. At the top-right of your browser window, click the Chrome menu ().
    3. Select Tools > Developer Tools. The Developer Tools window opens as a docked panel at the side or bottom of Chrome.
    4. Click the Network tab.
    5. Select Preserve log.
    6. You will see a red circle at the top left of the Network tab. This means the capture has started. If the circle is black, click the black circle to start recording activity in your browser.
    7. Refresh the page and reproduce the problem while the capture is running.
    8. After you successfully reproduce the issue, right click on any row of the activity pane in the Network and click Save as HAR with Content.
    9. Save the HAR file.
    10. Select the Console tab.
    11. Right-click anywhere in the console and select "Save as...".
    12. Name the log file Chrome-console.log.
    13. Send both files as shared links in a reply to your case.


    Firefox

      1. In Firefox, go to the page within Marketo where you are experiencing trouble.
      2. Click the Firefox menu (Three horizontal parallel lines) at the top-right of your browser window.
      3. Select Web Developer > Network.
      4. The Developer Tools window opens as a docked panel at the side or bottom of Firefox.
      5. Click the Network tab.
      6. Select Persist logs.
      7. After you successfully reproduce the issue, right-click any row and select Save all as HAR.
      8. Firefox typically takes a few seconds to prepare the download. A slight delay on this step is normal.
      9. Select the Console tab.
      10. Right-click any row and select Select all.
      11. Paste the content in a text file and name it console-log.txt.
      12. Send both files as shared links in a reply to your case.


      Safari

        1. In Safari, go to the page within Marketo where you are experiencing trouble.
        2. In the menu bar at the top, click Develop and select Show Web Inspector.
        3. Click Preserve Log.
        4. Click the Console tab and select Preserve Log.
        5. Go back to the Network tab.
        6. Refresh the page and reproduce the problem while the capture is running.
        7. Once you have reproduced the issue, select Export.
        8. Save the HAR file.
        9. Click the Console tab.
        10. Right-click any row and select Select all.
        11. Paste the content in a text file and name it console-log.txt.
        12. Send both files as shared links in a reply to your case.


        Internet Explorer 11 (IE 11)

          1. In Internet Explorer, go to the page within Marketo where you are experiencing trouble.
          2. Click the gear icon in the top right.
          3. Select F12 Developer Tools.
          4. Click the Network tab
          5. Clear the Clear entries on navigate option, which is selected by default. The icon looks like blue arrow with a red X.
          6. The green play button (Start Profiling Session), should be selected by default. This means the capture function is running.
          7. Refresh the the page and reproduce the problem while the capture function is running.
          8. Once you have reproduced the issue, click the Export as HAR icon. The icon looks like a floppy disk.
          9. Click the Console tab.
          10. Right-click any row and select Copy all.
          11. Paste the content in a text file and name it console-log.txt.
          12. Send both files as shared links in a reply to your case.

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