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Capturing a Browser Trace (HAR File) for Troubleshooting

Mike Scuderi
Updated

If something in Tripleseat isn't working as expected and our team can't reproduce it on our end, we may ask you for a browser trace, also called a HAR file. This is most helpful for pages that load slowly, time out, don't finish loading, or show errors that only happen on your device or browser.

What is a browser trace?

A browser trace is a recording of everything your browser loads from Tripleseat while you use it, and how long each piece takes to load. It's saved as a HAR file (a file ending in .har) that you can attach to your support ticket.

How it helps us troubleshoot

  • It shows the exact requests that happen when the issue occurs, and how long each one takes.
  • It shows errors that don't appear on your screen.
  • It helps us see whether the issue is coming from Tripleseat or from something on your side, like your network, a firewall, or a browser extension blocking part of the page.
  • It gives our Development team the details they need if a fix is required.

Before you start

  • Log in to Tripleseat before you start recording. This keeps your login details out of the file.
  • Go to the page right before where the issue happens, so the recording only includes the steps that show the issue.

Please note: A HAR file can include information from the pages you visit while recording. Only record the steps needed to show the issue.

For Chrome:

  1. Open Google Chrome and log in to Tripleseat.
  2. Go to the page right before where the issue happens.
  3. Click the three dots on the top right-hand corner of your screen > click "More tools" > click "Developer tools." You can also press F12 (Windows) or Command + Option + I (Mac).
  4. Click the "Network" tab.
  5. Check the box for "Preserve log."
  6. Click the clear button (a circle with a line through it) to clear anything already listed.
  7. Make sure the record button on the top left of the panel is red. If it's gray, click it to start recording.
  8. Reproduce the issue in Tripleseat.
  9. Click the download arrow at the top of the Network tab > select "Export HAR (sanitized)" and save the file.

For Firefox:

  1. Open Firefox and log in to Tripleseat.
  2. Go to the page right before where the issue happens.
  3. Click the three lines on the top right-hand corner > click "More tools" > click "Web Developer Tools." You can also press F12 (Windows) or Command + Option + I (Mac).
  4. Click the "Network" tab.
  5. Click the gear icon on the right-hand side of the Network tab > select "Persist Logs."
  6. Click the trash can icon to clear anything already listed.
  7. Reproduce the issue in Tripleseat.
  8. Click the gear icon again > select "Save All As HAR" and save the file.

For Safari:

  1. Open Safari.
  2. Click "Safari" on the top left-hand side of your screen > select "Settings" (called "Preferences" in older versions).
  3. Click "Advanced," then check the box for "Show features for web developers" (called "Show Develop menu in menu bar" in older versions).
  4. Log in to Tripleseat and go to the page right before where the issue happens.
  5. Click "Develop" in the menu bar > select "Show Web Inspector." You can also press Command + Option + I.
  6. Click the "Network" tab.
  7. Check the box for "Preserve Log."
  8. Click the trash can icon to clear anything already listed.
  9. Reproduce the issue in Tripleseat.
  10. Click "Export" at the top of the Network tab and save the file.

For Edge:

  1. Open Microsoft Edge and log in to Tripleseat.
  2. Go to the page right before where the issue happens.
  3. Click the three dots on the top right-hand corner > click "More tools" > click "Developer tools." You can also press F12.
  4. Click the "Network" tab. If you don't see it, click the "+" button and select "Network."
  5. Check the box for "Preserve log."
  6. Click the clear button (a circle with a line through it) to clear anything already listed.
  7. Make sure the record button on the top left of the panel is red. If it's gray, click it to start recording.
  8. Reproduce the issue in Tripleseat.
  9. Click the download arrow at the top of the Network tab > select "Export HAR (sanitized)" and save the file. If you don't see the download arrow, make the Developer tools window wider.

Sending us the file

  1. Reply to your support ticket and attach the .har file. If the file is too large to attach, compress it into a .zip file first.
  2. In your reply, let us know:
    • The page you were on and what you clicked
    • About what time the issue happened
    • What you expected to happen

A short screen recording of the issue is also helpful if you're able to include one.

Once we have the file, our team will review it and follow up on your ticket with what we find.