There will be very rare occasions that the support team are not able to replicate an issue that has been raised to us. In these cases our Developers will require some information from the browser you are using when you experience the issue. This can be recorded and sent to us via HAR file, which you can get without having to access or download third party software.
A HAR, also known as a HTTP Archive, is a JSON-formatted archive file for logging a web browser's interaction with a site. Our developers can use this file to look at the code to help identify any issues.
To create a HAR file in Chrome or Edge to send to the development team:
Navigate to a point before the issue arises.
Open the Chrome or Edge Developer Tools by pressing F12.
Within the Developer Tools click on the Network tab. If you do not see the Network tab you might need to expand the view by clicking the >> icon.
Tick the Preserve log checkbox. This allows the tool to record data as you move between tabs.
Try to recreate the issue or error that you have reported to us. For example, take the steps you followed when first encountering the issue. As you do, you will see the Developer Tools automatically fill with data.
Once you have fully replicated the issue, click the download icon to download the HAR file.
Save the file to a location on your computer. We recommend that you zip and password protect the file.
Locate the file and attach it to the email replying to our request. Provide the password in a separate reply.