Sometimes you might experience some technical issues which require complex investigation and troubleshooting processes. Due to that reason our Customer Care team will need you to provide the HAR file (see below its meaning and purpose) of your browser to understand whether your network requests in your browser are generated correctly.

HAR, short for HTTP Archive, is a format used for tracking information between a web browser and a website: in our case between your browser and Joomag. A HAR file is primarily used for identifying performance issues, such as bottlenecks and slow load times, and page rendering problems. It keeps track of each resource loaded by the browser along with timing information for each resource.

Now let's see how you can actually generate the HAR file on different browsers:

Chrome

  1. Open Google Chrome and go to the page where the issue is occurring (for example, if you are experiencing the issues in the publication viewer then you will need to conduct the actions while being on that page)

  2. Look for the Vertical ellipsis button and select More Tools > Developer Tools. You can also use the CTRL+SHIFT+I hotkey on Windows and Option + ⌘ + J (on macOS)

  3. Go to the Network tab and find the round red button called Record in the upper left corner of the tab and make sure it is red. If the button is grey then click on it to start the recording

  4. Check the box Preserve log

  5. Click the Clear button to remove all the existing logs from the Network tab

  6. Once you have reproduced the issue, in Chrome, click Download. Then save the file to your computer: Save as HAR with Content

  7. Once you have the HAR file please attach it to your active conversation with one of the Joomag Customer Care team representatives

Microsoft Edge

Edge natively produces HAR files. For more instructions, see the instructions from the Microsoft website.

  1. Open the Network tool in F12 developer tools.

  2. Reproduce the issue.

  3. Export captured traffic as a HAR (CTRL + S)

  4. Go back to the Live Chat with the Joomag Customer Care team representative, attach and send the downloaded file

Firefox

  1. Make sure that you are on the exact page where the issue with Joomag occurs in the Firefox browser (for example, if you experiencing the issues in the publication viewer then you will need to conduct the actions while being on that page)

  2. Select the Firefox menu (three horizontal parallel lines) at the top-right of your browser window, then select Web Developer > Network

  3. The Developer Network Tools opens as a docked panel at the side or bottom of Firefox. Click the Network tab

  4. The recording autostarts when you start performing actions in the browser, so once you have reproduced the issue and you see that all of the actions have been generated in the Developer Network Panel (step 1), right-click anywhere under the File column (step 2), and click on Save all as HAR (step 3).

  5. Finally, save your HAR file on your device and upload it to your chat with the Customer Care team representative to help us with the investigation process

Internet Explorer

  1. If you are experiencing the error in the Internet Explorer browser, first make sure you are on the page where the problem occurs

  2. Press F12 on your keyboard or click on the gear icon ⚙ and go to the F12 Developer Tools

  3. Click on the Network tab and reproduce the issue that you were experiencing before, while the network requests are being recorded

  4. Once done click on the Export as a HAR file button or use the CTRL+S hotkey to save the file in the required format

  5. Once the file is downloaded on your device make sure to go back to your conversation with the Joomag Customer Care team representative, attach and send it

Note: The instructions are the same for MAC and Windows computers

Safari

  1. Open the page where the error occurs on your Safari browser

  2. Press Option + Command + i hotkey to view the page

  3. Do not forget to refresh the page to start the recording of the error and then click on the Export as a HAR File button

  4. Once you have the HAR file downloaded on your device go back to the Live chat with Joomag Customer Care representative, attach and send it

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