Creating a HAR File for Troubleshooting

You can generate a HAR file to provide additional context when troubleshooting issues about the network requests generated by browsers.

Attention:

To avoid unintended disclosure of passwords, OneTrust strongly recommends to redact data before further storing or transmission to OneTrust.

Note:

HAR files contain sensitive data, including cookies and content from the pages you download while recording. Use discretion when sharing these files as they can be used to impersonate your account with your submitted PII.

Things to Know

Prior to completing one of the procedures below, review the following information:

  • Before you generate a HAR file, close out of the browser completely. When you reopen your browser, navigate to the Login screen of the OneTrust application and start generating the HAR file before logging in. This provides OneTrust Support with visibility into each action taken after logging into the application, which may include information needed to provide a resolution.

  • (Chrome, Safari, & Edge browsers) Ensure that the Preserve log check box is selected before performing any actions.

  • (Firefox browser) Ensure that the Persist log check box is selected before performing any actions.

To generate the HAR file for Chrome

  1. Open Google Chrome and navigate to the Login screen of the OneTrust application.
    Note:

    Complete steps 2 - 6 before logging into the OneTrust application.

  2. Right-click in the browser and select Inspect. The Developer tools panel appears.

  3. Select the Network tab.
  4. On the Network tab, select the Preserve log check box.
  5. Locate the Record network log icon in the upper-left corner of the Network tab. Ensure it is red . If it is gray , click it once to begin recording.
  6. Click the Clear network log icon to clear out any existing logs from the Network tab.


  7. Log into the application. Then perform actions and/or navigate to the pages where the issue was occurring while the network requests are being recorded. If necessary, refresh the page to allow Chrome to record the browser activity.


  8. Once you have reproduced the issue and all actions have been generated in the Developer tools panel, click the Export HAR icon and save the HAR file.


  9. Select the Console tab and right-click in the console box. Then, select Save as and save the log file.


  10. Upload the HAR file and log file that you saved to your support ticket for analysis.

To generate the HAR file for Firefox

  1. Open Firefox and navigate to the Login screen of the OneTrust application.
    Note:

    Complete steps 2 - 6 before logging into the OneTrust application.

  2. Right-click in the browser and select Inspect. The Web Developer Tools panel appears.

  3. Select the Network tab.
  4. On the Network tab, click the Network Settings icon and select Persist Logs.


  5. Locate the Pause/Resume recording network log icon on the Network tab. Ensure the pause icon displays. If the play icon displays, click it once to resume recording.
  6. Click the Clear icon to clear out any existing logs from the Network tab.
  7. Log into the application. Then perform actions and/or navigate to the pages where the issue was occurring while the network requests are being recorded. If necessary, reload the page to allow Firefox to record the browser activity.


  8. Once you have reproduced the issue and all actions have been generated in the Web Developer Tools panel, right-click one of the listed requests. Then, select Save All As HAR and save the HAR file.


  9. Select the Console tab, and right-click while hovering over one of the messages. Then, select Save all Messages to File and save the log file.


  10. Upload the HAR file and log file that you saved to your support ticket for analysis.

To generate the HAR file for Safari

Note:

Before you get started, select the Develop menu of your Safari browser and ensure Show Web Inspector appears. If it does not appear, go to Safari  >  Settings > Advanced and select the Show features for web developers check box.

  1. Open Safari and navigate to the Login screen of the OneTrust application.
    Note:

    Complete steps 2 - 5 before logging into the OneTrust application.

  2. Right-click in the browser and select Inspect Element. The Web Inspector panel appears.

  3. Select the Network tab.
  4. On the Network tab, click the Other filter options icon and select Preserve Log.


  5. Click the Clear Network Items icon to clear out any existing logs from the Network tab.
  6. Log into the application. Then perform actions and/or navigate to the pages where the issue was occurring while the network requests are being recorded. If necessary, refresh the page to allow Safari to record the browser activity.


  7. Once you have reproduced the issue and all actions have been generated in the Web Inspector panel, click the Export button and save the HAR file.
    Note:

    You may need to horizontally expand the Web Inspector panel to display the Export button.



  8. Select the Console tab, select the first message, and press Command + A on your keyboard to select all messages. Then right-click while hovering over the highlighted messages, select Save Selected, and save the log file.


  9. Upload the HAR file and log file that you saved to your support ticket for analysis.

To generate the HAR file for Edge

  1. Open Microsoft Edge and navigate to the Login screen of the OneTrust application.
    Note:

    Complete steps 2 - 6 before logging into the OneTrust application.

  2. Right-click in the browser and select Inspect. The Developer tools panel appears.

  3. Select the Network tab.
  4. On the Network tab, select the Preserve log check box.
  5. Locate the Record network log icon in the upper-left corner of the Network tab. Ensure it is red . If it is gray , click it once to begin recording.
  6. Click the Clear network log icon to clear out any existing logs from the Network tab.
  7. Log into the application. Then perform actions and/or navigate to the pages where the issue was occurring while the network requests are being recorded. If necessary, refresh the page to allow Edge to record the browser activity.


  8. Once you have reproduced the issue and all actions have been generated in the Developer tools panel, click the Export HAR icon and save the HAR file.
    Note:

    You may need to horizontally expand the Developer tools panel to display the Export HAR icon.



  9. Select the Console tab and right-click in the console box. Then, select Save as and save the log file.


  10. Upload the HAR file and log file that you saved to your support ticket for analysis.