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      Send a HAR file and Console log to Support

      Sometimes we will ask you to provide a HAR file when we’re troubleshooting a complex issue. We also suggest that you save a copy of your console log so we can see the errors you're receiving.

      What is a HAR file?

      A HAR file is an activity log between an internet browser and a website.

      Save a Console log file on Google Chrome

      1. Open Google Chrome and go to the page where the issue is occurring.

      2. Right-click on your screen and select Inspect.

      3. Click the Console tab.

      4. Leave the console open and reproduce the issue.
      5. Right-click inside the console and select Save as.
      6. Save the file to the desired location on your computer.

      Once you have the Console log file, attach it to your support ticket.

      Save a Console log file on Safari

      1. Open Safari and select Safari > Preferences.

      2. On the Advanced tab, select the Show Develop menu in menu bar checkbox.

      3. Close Safari Preferences.

      4. Open Genesys Cloud in Safari.

      5. Select Develop, and then click Show JavaScript Console.

      6. Click the Console tab.

      7. Leave the console open and reproduce the issue.

      8. Rright-click anywhere in the console and click Select all.

      9. Copy and paste the log data into a text file on your computer.

      Once you have the Console log file, attach it to your support ticket.

      Save a HAR file on Google Chrome

      1. Open Google Chrome and go to the page where the issue is occurring.

      2. Right-click on your screen and select Inspect.

      3. Click the Network tab.

      4. Select the Preserve log and Disable cache checkboxes.

      5. Perform the action or reload the page that is causing the issue, with the network tab open and recording.

      6. Click Export HAR. or right-click the network log and select Save all as HAR with content.

      7. Save the file to the desired location on your computer.

      Once you have the HAR file, attach it to your support ticket.

      Note: Make sure your network tab is recording by looking for the record button. If it is grey or black, click it to begin recording. If you have any activity that is already loaded in your network tab, you can clear it by clicking Clear:

      Save a HAR file on Safari

      1. Open Safari and select Safari > Preferences.

      2. On the Advanced tab, select the Show Develop menu in menu bar checkbox.

      3. Close Safari Preferences.

      4. Open Genesys Cloud in Safari.

      5. Select Develop, and then click Show JavaScript Console.

      6. Click the Network tab.

      7. Leave the console open and reproduce the issue.

      8. After you reproduce the issue, right-click on any line on the right and select Export as HAR.

      9. Save the file to the desired location on your computer.

      Once you have the HAR file, attach it to your support ticket.

      Save a HAR file when connecting with an Oauth integration

      1. Go to your platform home page.

      2. Select Settings > Integrations > Email Integrations > Connect your inbox.

      3. Select Gmail or O365 depending on your email provider.

      4. Close the tab that opens.

      5. Right-click on the new tab that is opened and select Inspect.

      6. Click the Network tab.

      7. Select the Preserve log and Disable cache checkboxes.

      8. Perform the action or reload the page that is causing the issue, with the network tab open and recording.

      9. Click Export HAR. or right-click the network log and select Save all as HAR with content.

      10. Save the file to the desired location on your computer.

      Once you have the HAR file, attach it to your support ticket.

      See also