This guide explains how to record a browser network trace (HAR file) and send it to RMS Support when we ask for one to diagnose an issue you are seeing in RMS.

Overview

A HAR (HTTP Archive) file is a recording of the HTTP traffic between your browser and RMS. When you experience an issue that is hard to reproduce, our Support team may ask for a HAR file so we can see exactly what your browser sent and received while the problem occurred. This often lets us identify the cause without needing to reproduce the issue ourselves.

The steps below cover Google Chrome, Microsoft Edge, Mozilla Firefox, and Apple Safari. Follow the section that matches the browser you were using when the issue happened.

Before you start

1. Open the browser you were using when the issue occurred.
2. Sign in to RMS and navigate to the screen or action where the issue happens, but do not trigger the issue yet.
3. Follow the steps for your browser below to start the recording, then reproduce the issue while the recording is running.

Google Chrome

1. Right-click anywhere on the RMS page and select Inspect to open Chrome DevTools.
2. Select the Network tab. Recording starts automatically.
3. Enable Preserve log so the recording is kept if the page reloads.
4. Click the clear icon (the circle with a line through it) to empty the network log.
5. Reproduce the issue in RMS.
6. Click the download icon and select Export HAR (sanitized), then save the file to your computer.

Microsoft Edge

1. Right-click anywhere on the RMS page and select Inspect.
2. Select the Network tab.
3. Enable Preserve log.
4. Click the clear icon to empty the network log.
5. Reproduce the issue in RMS.
6. Click the vertical align bottom icon and select Export HAR, then save the file.

Mozilla Firefox

1. Right-click anywhere on the RMS page and select Inspect.
2. Select the Network tab.
3. Click Settings and select Persist Logs.
4. Click the delete icon to clear the current entries.
5. Reproduce the issue in RMS.
6. Click Settings and select Save All As HAR, then save the file.

Apple Safari

1. If the Develop menu is not visible, open Safari > Settings > Advanced and enable Show features for web developers.
2. On the RMS page, select Develop > Show Web Inspector from the menu bar.
3. Select the Network tab.
4. Enable Preserve Log, then reload the page.
5. Click the clear icon to remove the existing network entries.
6. Reproduce the issue in RMS.
7. Click Export and save the file.

Send the HAR file to RMS Support

Your RMS Support agent will tell you the best way to send the file. This is usually a reply to your existing support ticket or email thread, but follow whatever method the agent has asked you to use.

When you send the file, include:

• A brief description of what you were doing when the issue happened.
• The approximate time (including your time zone) so the agent can find the right section of the recording.