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HAR files

When something goes wrong in the administration portal – a page that won't load, a setting that won't save, a report that shows an error – Graia support needs to see what the portal was doing at that moment. The portal has no Download debug logs button like the agent application, so you record this with your browser instead. The recording is a HAR file: a list of every request the browser made to Graia while you reproduced the problem.

Use a HAR file when:

  • the problem is in the administration portal, or
  • the agent application doesn't load far enough to reach Settings – for example a blank page or an error at login. Otherwise, use the debug logs for the agent application.
Share HAR files only to get support

A HAR file contains the data the pages loaded while you recorded, such as customer details, user names and settings. Depending on your browser, it can also contain your session details, which someone who has the file could use to access Graia CCaaS as you until they expire.

Share it only with the people handling your support request: your IT team, when they ask for it to open a ticket, and Graia support. Never share it with anyone else, and never in chat tools, shared folders, forums or AI tools.

Record a HAR file​

Record while you reproduce the problem. Requests that happened before you started recording aren't in the file.

You can do this in any browser that is fully supported for the portal (see Supported browsers). The steps for Google Chrome and Microsoft Edge are the same.

Google Chrome or Microsoft Edge​

  1. Open the page where the problem happens, for example the administration portal.
  2. Press F12 to open the developer tools. On some laptops this is Fn+F12.
  3. Select the Network tab.
  4. Select Preserve log and Disable cache.
  5. Leave the developer tools open, and reload the page with F5 or the browser's reload button. The Network tab fills with lines.
  6. Reproduce the problem: do the same steps that led to it.
  7. Once the problem has happened, click Export HAR (the download arrow icon at the top of the Network tab) and save the file.
  8. Optional: if support asks for the console log too, select the Console tab, right-click any line and select Save as….

Mozilla Firefox​

  1. Open the page where the problem happens, for example the administration portal.
  2. Press F12 to open the developer tools. On some laptops this is Fn+F12.
  3. Select the Network tab.
  4. Click the gear icon at the top right of the Network tab and select Persist Logs. Select Disable Cache at the top of the tab.
  5. Leave the developer tools open, and reload the page with F5 or the browser's reload button. The Network tab fills with lines.
  6. Reproduce the problem: do the same steps that led to it.
  7. Once the problem has happened, click the gear icon again, select Save All As HAR and save the file.

If the problem happens only now and then​

Open the developer tools and start recording before you start working, then keep working with the developer tools open until the problem happens. Save the HAR file straight away, before you close the tab or the browser. Closing the developer tools or the tab loses the recording.

Send the HAR file to support​

  1. Attach the file to your support ticket. Don't paste its contents into the ticket text or a message.
  2. Add the details support needs to find the problem: the date and exact time with the time zone, the page you were on, what you did and what happened. A screenshot of any error message helps. See Before you contact support.
  3. Once it's been sent, delete the file from your computer, including from your Downloads folder and recycle bin. Whoever forwarded it to Graia support should delete their copy too.

If a HAR file was sent to anyone else by mistake, tell Graia support straight away.

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