Generating HAR Files for Troubleshooting Browser and API Issues

This article provides Visa support agents with step-by-step instructions for guiding clients through generating an HTTP Archive (HAR) file in Firefox, Google Chrome, and Microsoft Edge. HAR files are essential diagnostic tools for troubleshooting performance issues, debugging API interactions, identifying network problems, and replicating errors. Support agents should request a HAR file when escalating interface or API issues, including any case where a red banner appears across the top of the Business Center, as this indicates a HAR file is required for further investigation. Obtaining the HAR file before contacting support helps expedite resolution.

Additional information, reference steps, and video guidance are available here: How to obtain a HAR file (PSE Wiki).

Benefits of HAR Files

HAR files support the troubleshooting process in the following ways:

• Performance analysis: Identify slow loading times or timeouts when interacting with CyberSource APIs or web interfaces.
• Debugging: Examine detailed HTTP requests and responses to pinpoint issues such as incorrect request parameters, unexpected response codes, or other anomalies.
• Network diagnostics: Detect delays in network calls or issues related to the sequence of calls.
• Error replication: Recreate the exact conditions of an error to help developers understand and resolve the issue.

Generating a HAR File

Firefox

1. Open Firefox and navigate to the page where the issue is present.
2. Right-click an element on the web page and select Inspect Element, or open the Network Monitor by pressing Ctrl + Shift + E.
3. In the Network Monitor, click the Settings icon (the gear icon in the top right corner).
4. Check the box for Enable persistent logs to ensure logs are not cleared when navigating away from the page.
5. Reproduce the issue while network requests are recorded.
6. Right-click anywhere under the File column and click Save All As HAR.
7. Save the HAR file in a convenient location.

Google Chrome

1. Open Google Chrome and navigate to the page where the issue is present.
2. Right-click anywhere on the page and select Inspect.
3. Click the Network tab.
4. Check the Preserve log box to record browsing activity without a size limit and to ensure logs are not cleared when navigating away from the page.
5. Refresh the page to start capturing the traffic between the browser and the website.
6. After the page reloads and the issue occurs, right-click anywhere within the Network tab and select Save as HAR with content.
7. Save the HAR file in a convenient location.

Microsoft Edge

1. Open Microsoft Edge and navigate to the page where the issue is present.
2. Right-click anywhere on the page and select Inspect.
3. Click the Network tab.
4. Check the Preserve log box to record browsing activity without a size limit and to ensure logs are not cleared when navigating away from the page.
5. Refresh the page to begin capturing data.
6. After the page reloads and the issue occurs, right-click anywhere within the Network tab and select Save as HAR with content.
7. Save the HAR file in a convenient location.

Browser Quick Reference

Potential Client Questions

• What is a HAR file?
  • A HAR (HTTP Archive) file is a record of network activity between the browser and a website. It captures detailed HTTP requests and responses, which support performance analysis, debugging, network diagnostics, and error replication.
• When should a HAR file be provided?
  • Provide a HAR file when escalating interface or API issues, including any case where a red banner appears across the top of the Business Center indicating a HAR file is required for further investigation.
• Which browsers are supported for generating a HAR file?
  • Firefox, Google Chrome, and Microsoft Edge are supported, and step-by-step instructions are provided for each.
• Why is persistent logging or Preserve log important?
  • Enabling persistent logs in Firefox or checking Preserve log in Chrome and Edge ensures that logs are not cleared when navigating away from the page, which preserves the complete record of network activity needed for troubleshooting.
• How does providing a HAR file help expedite resolution?
  • The HAR file contains the detailed request and response data needed to identify performance issues, debug API errors, detect network delays, and replicate the exact conditions of an error, which reduces back-and-forth and accelerates resolution.

Additional Resources

• How to obtain a HAR file (PSE Wiki)
• Mozilla Developer Network: HAR Introduction
• Google Developers: HAR Analyzer