Get browser-side troubleshooting details in a HAR file

Problem

New Relic Support requires additional troubleshooting details about what is happening on the browser side and you are not able to provide either an accessible URL or the source code for your page.

Solution

Based on your browser type, create a HAR (HTTP Archive) file for investigation, and send it to support.newrelic.com. The HAR file contains all information about network calls involved with a page during the recorded time period.

When recording the HAR file, use features on your site to generate the appropriate type of activity. For example, if you have AJAX problems, exercise the section of your page that makes AJAX calls.

HAR files capture all network traffic during the time that they are being recorded. This traffic data can include private or personally identifiable information (cookies, passwords, credit card numbers, etc.). Customers are responsible for any data they provide to New Relic, including within HAR files. HAR files can be edited with a text editor. Before sharing a HAR file, we strongly recommend manually removing any sensitive information.

Chrome

Google Chrome browsers come with the ability to generate a HAR file. Depending on your browser version, the path names may vary to open the console.

  1. From the Chrome menu (top right) , select Tools > Developer tools or More tools > Developer tools as applicable.
  2. From the console, select Network.
  3. Select the record icon.
  4. If applicable, select the Preserve log checkbox to save network transaction data.
  5. Before trying to reproduce the issue, select the clear icon to remove unnecessary header information.
  6. Navigate around your site to generate the type of traffic with problems.
  7. Wait a few minutes until the browser reports data to the New Relic collector.
  8. Save the captured information by right-clicking the transaction list at the bottom of the console and selecting Save as HAR with Content.
Firefox version 41.x and higher

Firefox version 41 or higher comes with the ability to copy the transactions to a HAR file.

  1. From the Firefox menu (top right) , select Developer > Network
  2. Select the Clear option (lower right corner of the Developer window) to remove unnecessary header information.
  3. Navigate around your site to generate the type of traffic with problems.
  4. Wait a few minutes until the browser reports data to the New Relic collector.
  5. Capture the information by right-clicking the transaction list in the console and selecting either Copy All As HAR to place the data in your buffer, or Save All As HAR to copy it to a file.
Microsoft Edge
  1. To open Developer Tools, press the F12 key on your keyboard, or locate Developer Tools in the menu.
  2. Select the Network tab.
  3. Refresh the page to start capturing the traffic between the browser to the server, or click on a link for the affected page.
  4. Select Export as HAR followed by Save As... to save the HAR file.
Apple Safari
  1. Enable Develop menu: Safari > Preferences > Advanced > Select Show Develop menu in menu bar.
  2. Select Develop in menu > Show Web Inspector > Select Network tab
  3. Within the Network tab, check the Preserve log option.
  4. Refresh the page and allow Safari to record the browser-website interaction.
  5. Once the page is loaded, select Export on the top right in the window of the Network tab.

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