A HAR (HTTP Archive) file records the network activity between your browser and the storefront. It helps us investigate issues such as pages not loading correctly, failed requests, slow performance, or unexpected behaviour.
Before you begin
Open a new Private/Incognito window if possible.
Disable browser extensions, particularly ad blockers or privacy extensions, if you can.
Be ready to reproduce the issue before starting the recording.
Step 1: Open your browser’s Developer Tools
Use one of the following methods:
Chrome / Edge / Firefox: Press F12, or Ctrl + Shift + I (Windows/Linux) or Cmd + Option + I (Mac).
Safari: If you don’t already have the Develop menu enabled, go to Safari → Settings → Advanced and enable Show Develop menu in menu bar. Then choose Develop → Show Web Inspector.
Step 2: Open the Network tab
In the Developer Tools or Web Inspector, select the Network tab.
Step 3: Configure the recording
Before reproducing the issue:
Make sure network recording is enabled (the record button should be active/red).
Enable Preserve log or Persist Logs if available.
Chrome / Edge: Preserve log
Firefox: Persist Logs
Safari: Recording is generally enabled automatically; if a preserve option is available in your version, enable it.
Enable Disable cache while Developer Tools remain open (available in Chrome and Edge).
Step 4: Capture the issue
Refresh the page.
Reproduce the issue exactly as you experienced it.
Once the issue has occurred, stop interacting with the page.
Step 5: Save the HAR file
Within the Network tab:
Chrome / Edge: Right-click anywhere in the request list and select Save all as HAR with content.
Firefox: Right-click in the request list and select Save All As HAR.
Safari: Use the export option available in the Network tab (the exact location varies slightly between Safari versions) to export the network log.
Step 6: Send us the following
Please include:
The HAR file
The URL where the issue occurred
The approximate date and time the issue happened (including your time zone)
Your browser and version
A brief description of:
what you expected to happen
what actually happened
A screenshot or screen recording, if available
Privacy notice
HAR files may contain sensitive information, including:
URLs visited
Cookies
Request and response headers
Form data submitted during the session
If possible, reproduce the issue using a test account rather than a production account.
If you would prefer to remove sensitive information before sharing the file, you can use Cloudflare’s HAR Sanitizer:
The tool sanitises HAR files using client-side processing, so the contents of your HAR file are not uploaded to Cloudflare during sanitisation. After sanitising the file, please send us the sanitised HAR instead. (HAR Sanitizer)
Note: In some cases, certain cookies or authentication headers may be required for troubleshooting. If the sanitised HAR doesn’t provide enough information, we’ll let you know exactly what additional data is needed.