Sometimes, OnBoard support may ask you to capture network activity between your browser and OnBoard to help diagnose an issue. Use the steps below to capture and save a HAR file.

Before you begin

• Open OnBoard in the browser where the issue is happening.
• Keep this guide open in a separate window or tab.
• Do not close the browser tab until you have saved the HAR file.
• Try to reproduce the issue as directly as possible. The file is most helpful when it captures the issue while it occurs.

Google Chrome

1. Open OnBoard in Chrome. Go to the page where the issue happens, but do not reproduce the issue yet.
2. Open Developer Tools by pressing F12. On a Mac, you can also press Command + Option + I. Developer Tools can also be opened by opening your browser menu > More tools > Developer tools.
3. Select the Network tab. If you do not see it, look for a double arrow button and choose Network

4. Make sure the recording button is red. If it is gray, click it once to start recording.
5. Select Preserve log. This helps keep the recording if the page reloads or redirects.

6. In OnBoard, reproduce the issue exactly as it happened before.
7. When the issue has occurred, go back to the Network tab.
8. Click the Export HAR button, which usually looks like a downward arrow.

9. Save the file somewhere easy to find, such as your Desktop or Downloads folder.

Microsoft Edge

1. Open OnBoard in Microsoft Edge. Go to the page where the issue happens, but do not reproduce the issue yet.
2. Open Developer Tools by pressing F12. You can also select the three dots in the upper-right corner of Edge, then choose More tools > Developer tools.
3. Select the Network tab. If you do not see it, look for a plus sign button and choose Network.

4. Make sure the recording button is red. If it is gray, click it once to start recording.
5. Select Preserve log. This helps keep the recording if the page reloads or redirects.

6. In OnBoard, reproduce the issue exactly as it happened before.
7. When the issue has occurred, go back to the Network tab.
8. Click the Export HAR button, which usually looks like a downward arrow.

9. Save the file somewhere easy to find, such as your Desktop or Downloads folder.

Safari

1. Open Safari.
2. If you do not see Develop in the menu bar at the top of the screen, select Safari > Settings > Advanced.
3. Turn on Show features for web developers or Show Develop menu in menu bar. The wording may vary by Safari version.

4. Open OnBoard in Safari. Go to the page where the issue happens, but do not reproduce the issue yet.
5. From the menu bar, select Develop > Show Web Inspector.

6. Select the Network tab in Web Inspector.

7. Select the three-line circle button and toggle on Preserve Log.
8. Click the trash/clear icon to clear the current log.
9. Reload the page while the Network tab is open.

10. Return to OnBoard and reproduce the issue exactly as it happened before. Keep Web Inspector open while you do this.
11. When the issue has occurred, go back to the Network tab.
12. Export the HAR file. Depending on your Safari version, you may click the Export button or right-click inside the list of network requests and choose Export HAR.

13. Save the file somewhere easy to find, such as your Desktop or Downloads folder.

Mozilla Firefox

1. Open OnBoard in Firefox. Go to the page where the issue happens, but do not reproduce the issue yet.
2. Open Developer Tools by pressing F12. On a Mac, you can also press Command + Option + I.
3. Select the Network tab.

4. Click the trash can or clear button to remove any old activity from the list.
5. Click the settings gear and select Persist Logs to turn it on. This helps keep the recording if the page reloads or redirects.

6. Return to OnBoard and reproduce the issue exactly as it happened before.
7. When the issue has occurred, go back to the Network tab.
8. Right-click anywhere in the list of network requests and choose Save All as HAR.

9. Save the file somewhere easy to find, such as your Desktop or Downloads folder.

After you save the HAR file

• Confirm the file name ends in .har.
• Attach the HAR file to your support ticket.
• Let Support know the approximate time you reproduced the issue and the steps you took.

Need help?

If you cannot capture the HAR file or are unsure which option to choose, reply to your OnBoard Support ticket. Include your browser name, whether you are using a Mac or Windows computer, and where you got stuck.