Bitrix24Care

HAR file and MTR diagnostic tool

Bitrix24 Support specialist may ask you for a HAR fileHAR file is a file that is used for tracking data between a web browser and a website. and MTR diagnostic results.

It is recommended that a specialist with certain knowledge contact Bitrix24 Support. This article is for experienced users and system administrators.

HAR file

A HAR file contains details of the web browser's interaction with your Bitrix24. Below are instructions on how to generate it in different browsers.

Important!
  • Generate a HAR file at the time the issue occurs and exactly in the Bitrix24 section where it is observed.

  • After you generate a HAR file, relogin to your Bitrix24 account. Then send the file to Bitrix24 Support specialists.

  • A HAR file may contain confidential data: cookies, POST request data, etc. Don't send it through open channels. Don't save it on file sharing and hosting sites, or other public spaces.

Google Chrome

Go to the page where you face an issue and do the following:

  1. Click the three dots button in the top right corner.

  2. Click More Tools.

  3. Select Developer Tools.

    You can also use shortcuts to open the console:
    Windows: Ctrl + Shift + I
    macOS: Cmd + Opt + I
  4. Open the Network tab.

  5. Ensure that the Recording network log option is on. The button must be red. If it's gray, click on it to activate.

  6. Then click the Clear button.

  7. Enable the option.

  8. Enable the option.

  9. Repeat the actions leading to an error or issue. For example, reload the page.

  10. Click the Export HAR button to save the file.

Mozilla Firefox

Go to the page where you face an issue and do the following:

  1. Expand the browser menu.

  2. Click More tools.

  3. Select Web Developer Tools.

  4. Open the Network tab.

  5. Click the Clear button to clear logs.

  6. Ensure that the Recording network log option is on.

  7. Enable the option.

  8. Click the gear and enable the Persist Logs option.

  9. Repeat the actions leading to an error or issue. For example, reload the page.

  10. Then click the gear and select Save All As HAR.

Microsoft Edge

Go to the page where you face an issue and do the following:

  1. Click the three dots button in the top right corner.

  2. Click More Tools.

  3. Select Developer Tools.

  4. Open the Network tab.

  5. Ensure that the Recording network log option is on. The button must be red. If it's gray, click on it to activate.

  6. Click the Clear button to clear logs.

  7. Enable the option.

  8. Enable the option.

  9. Repeat the actions leading to an error or issue. For example, reload the page.

  10. Click the Export HAR button to save the file.

Safari

Go to the page where you face an issue and do the following:

  1. Click Develop in the top menu.

  2. Select Show Web Inspector (Cmd + Opt + I).

  3. If you don't see the Develop menu, add it under Safari > Preferences. In the pop-up window, click Advanced and activate the Show Develop menu option.

  4. Open the Network tab.

  5. Disable the Use the resource cache when loading resources option. The icon must be blue. If it's gray, click on it to deactivate.

  6. Enable the option.

  7. Click the Clear Network Items button.

  8. Repeat the actions leading to an error or issue. For example, reload the page.

  9. Click Export to save the HAR file.


MTR diagnostics

MTR diagnostic software combines traceroute and ping commands into one tool.

Download the WinMTR (only for Windows), unzip it, and run WinMTR.exe. Note that you may need to run it as Administrator.

  1. Enter your Bitrix24 account address without https or www in the Host field.

  2. Click Start.

  3. Wait for 2–3 minutes and click Stop.

  4. Finally, click Export TEXT.

Bitrix24 Support 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.
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