Bitrix24Care

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. You can also use shortcuts to open the console:

  • Windows: Ctrl + Shift + I
  • macOS: 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 HAR button > save the file.

Mozilla Firefox

Go to the page where you face an issue. Go to the browser menu1 > More tools2.

Click Web Developer Tools3.

Open the Network4 tab. Click the Clear5 button to clear logs > make sure that the recording network log6 option is on > enable Disable Cache7 and Persist Logs8 options.

Repeat the actions leading to an error/issue or, for example, reload the page. Then click the gear > Save All As HAR button.

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 HAR 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 Export 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 in the Host1 field > click Start2.

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

Bitrix24 Support Team specialist may also ask you for your IP address and the results of the traceroute command. Read more in the article - Bitrix24 Support: data you may be asked to provide.
Was this information helpful?
Integration specialist assistance
That's not what I'm looking for
Complicated and incomprehensible text
The information is outdated
It's too short. I need more information
I don't like the way this tool works
Go to Bitrix24
Don't have an account? Create for free