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How to Capture a HAR File for Troubleshooting

When troubleshooting issues with Empath, our support team may ask you to capture a HAR file (HTTP Archive). A HAR file records the network activity between your browser and our servers, helping us pinpoint issues like video playback errors, failed requests, slow page loads, or unexpected errors. This guide walks you through generating a HAR file in each major browser.

What Is a HAR File?

A HAR file is a log of your browser's network requests. It captures every request and response that happens while you use a web page, including timing, headers, and response codes. This gives our support team a detailed look at what happened during the issue you experienced.

⚠️Important: HAR files can contain sensitive information such as cookies, session tokens, and form data. Only share HAR files directly with Empath support and avoid posting them publicly.

Before You Start

  1. Open Empath in your browser and navigate to the page where the issue occurs
  2. Be ready to reproduce the issue while recording, as the HAR file only captures activity during the recording window

Google Chrome

  1. Press F12 (or Ctrl+Shift+I on Windows / Cmd+Option+I on Mac) to open Developer Tools
  2. Click the Network tab
  3. Make sure the round record button in the top-left of the Network panel is red (recording). If it is grey, click it to start recording
  4. Check the Preserve log checkbox
  5. Reproduce the issue in Empath
  6. Right-click anywhere in the network request list and select Save all as HAR with content
  7. Save the file and send it to Empath support

[Screenshot: Chrome Network tab with Preserve log checked]

Microsoft Edge

  1. Press F12 (or Ctrl+Shift+I on Windows) to open Developer Tools
  2. Click the Network tab
  3. Make sure recording is active (the record button should be red)
  4. Check the Preserve log checkbox
  5. Reproduce the issue in Empath
  6. Right-click anywhere in the network request list and select Save all as HAR with content
  7. Save the file and send it to Empath support

[Screenshot: Edge Network tab with Preserve log checked]

Mozilla Firefox

  1. Press F12 (or Ctrl+Shift+I on Windows / Cmd+Option+I on Mac) to open Developer Tools
  2. Click the Network tab
  3. Check the Persist Logs checkbox (gear icon in the Network panel)
  4. Reproduce the issue in Empath
  5. Right-click anywhere in the network request list and select Save All As HAR
  6. Save the file and send it to Empath support

[Screenshot: Firefox Network tab with Persist Logs enabled]

Safari (macOS)

  1. First, enable the Develop menu: go to Safari > Settings > Advanced and check Show features for web developers
  2. Press Cmd+Option+I to open Web Inspector
  3. Click the Network tab
  4. Check Preserve Log in the Network tab toolbar
  5. Reproduce the issue in Empath
  6. Click Export in the top-right of the Network panel to save the HAR file
  7. Save the file and send it to Empath support

[Screenshot: Safari Web Inspector Network tab with Export button]

Sending the HAR File to Support

Once you have the HAR file saved:

  1. Open a support ticket via the in-app chat or email support@empathmsp.com
  2. Attach the .har file to your message
  3. Include a brief description of the issue and the steps you took to reproduce it

If the file is too large to attach, let our support team know and they will provide a secure upload link.

Additional Reference

For a more detailed walkthrough with screenshots, see Google's official guide: Capture a browser trace (HAR file)

Last updated: April 12, 2026