In this article, we explain how to generate a HAR file and send it to us so that we can identify and resolve a problem.
Sometimes, technical issues with a website go beyond what is visible on the screen. To resolve these issues, it may be necessary to dig deeper than just an error message or a screenshot. A HAR file provides detailed information about the interaction between your browser and the website. This information helps us analyze and fix complex problems.
What is a HAR file?
A HAR file (HTTP Archive) is a log file that records the communication between your browser and a website. This file contains valuable information about network requests and any errors that may occur.
When do you need a HAR file?
Our support team may ask you to generate a HAR file if an issue requires further investigation. Examples include problems with loading a chat widget, other network-related errors, or bugs.
How to generate a HAR file
Follow the steps below to create a HAR file. This guide is specifically for Google Chrome.
- Open Google Chrome and navigate to the page where the issue occurs.
- Right-click anywhere on the page and select Inspect. (If you are logged into Watermelon, right-click on the Watermelon logo in the top left corner.)
- In the Developer Tools panel, click on the Network tab.
- Make sure the options Preserve log and Disable cache are checked.
- Check if recording in the Network panel is active. You can recognize this by the red recording button.
If the button is gray 
, click it to start recording. - Perform the action that causes the issue or reload the page while recording is active.
- Once the action has been performed and all data has loaded, click the Export HAR button (identified by a download icon
). - Save the file in a logical location on your computer.
How to send the HAR file to us
- Attach the HAR file to an email and send it to support@watermelon.ai.
- In your email, include a description of the problem (or, if this has already been described, add it to an existing email thread).