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HAR file and MTR diagnostic tool

Bitrix24 Support Team specialist may ask you to generate a HAR file (a file that is used for tracking data between a web browser and a website) and provide the results of MTR diagnostics.

It's better if a specialist with certain knowledge will contact Bitrix24 Support. This article is for experienced users and system administrators.

HAR file

Here's how you can generate a HAR file in different browsers:

Google Chrome
  • Go to the page where you face an issue.

  • Click the "three dots" button1 at the top right corner > More tools2 > Developer tools3 (Windows: Ctrl + Shift + I or maсOS: Cmd + Opt + I).

  • Click Network4.

  • Make sure that the Recording network log5 is activated (the button must be red. If it's gray, click the button) > click the Clear6 button > enable the Preserve log7 option > enable the Disable cache8 option.

  • Repeat the actions leading to an error/issue or, for example, reload the page.

  • Click the Export HAR9 button > save the file.
Mozilla Firefox
  • Go to the page where you face an issue.

  • Go to the browser menu1 > Web Developer2.

  • Click Network3.

  • Click the Clear4 to clear logs > make sure that the recording network log5 option is on > enable Persist Logs6 and Disable Cache7 options.

  • Repeat the actions leading to an error/issue or, for example, reload the page.

  • Click the HAR8 > Save All As HAR9 button.
Microsoft Internet Explorer
  • Go to the page where you face an issue.

  • Click the cogweel1 button > F12 Developer Tools2.

  • Click Network3. Make sure that the Profiling session4 is started, enable the Always refresh from server5 option, make sure that the Clear entries on navigate6 option is disabled. Then click Clear session7.

  • Repeat the actions leading to an error/issue or, for example, reload the page.

  • Click Export as HAR8 and save the file.
Microsoft Edge
  • Go to the page where you face an issue.

  • Click the "three dots" button1 at the top right corner > More tools2 > Developer Tools3.

  • Click Network4.

  • Make sure that the Recording network log5 is activated (the button must be red. If it's gray, click the button) > click the Clear6 button > enable the Preserve log7 option > enable the Disable cache8 option.

  • Repeat the actions leading to an error/issue or, for example, reload the page.

  • Click the Export HAR9 button > save the file.
Apple Safari
  • Go to the page where you face an issue.

  • Click Develop1 > Show Web Inspector2 (Cmd + Opt + Shift + I):
    If you don't see the Develop menu, you can add it in Safari > Preferences, click Advanced, then select the Show Develop menu in menu bar option.

  • Click Network3.

  • Enable the Preserve log4 option > disable the Use the resource cache when loading resources5 option (the icon must be blue. If it's gray, click it) and click the Clear Network Items6 button.

  • Repeat the actions leading to an error/issue or, for example, reload the page.

  • Click Export7 and save the HAR file.

MTR diagnostics

MTR diagnostic software combines the functionality of the traceroute and ping commands in a single diagnostic tool.

Download the WinMTR (only for Windows) > unzip it > run WinMTR.exe (you may need to run it as Administrator).

Enter your Bitrix24 account address without https or www to the Host1 field > click Start2.

Wait for 2-3 minutes and click Stop3 > Export TEXT4.

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