Website support may request a HAR file, which records browser network requests. Agree on the failing step and the intended recipient before collecting it. Prefer a test account and harmless example when the service provides them; a real customer record is not necessary merely to demonstrate a loading failure.

Record only the useful sequence

Open Chrome’s developer tools and select Network before reproducing the problem. Clear the existing request list. If the failure crosses a page navigation, enable Preserve log so the earlier request remains visible. Otherwise keep the recording limited to the single page and action under investigation.

Repeat the agreed step once, noting the time and the visible outcome. Stop network recording when the failure appears. Avoid visiting unrelated accounts or documents while the capture is running. Do not paste commands supplied by an unfamiliar website into the developer console as part of this process.

Use the Network panel’s Export HAR (sanitized) option. Chrome documents that this excludes sensitive headers such as Cookie, Set-Cookie and Authorization. Keep the file local while deciding whether it is suitable for sharing.

Inspect the remaining information

Sanitized does not mean anonymous. Request URLs, query parameters, submitted content or response bodies may still reveal names, document details or other private information. Review the capture with the authorised support person or data owner before releasing it. When inspection is difficult, recreate the problem with less sensitive test data rather than assuming the label makes the file safe.

Check that the capture includes the failed step and that the recorded time agrees with your brief description. A large file full of unrelated requests is harder to use than a concise reproduction.

Share only through the approved support channel once the contents and recipient are confirmed. Keep a note of the capture’s scope and remove unnecessary local copies after the case’s retention needs are settled. The log supports investigation; it does not by itself prove whether the browser, network or website caused the failure.

Sources: Chrome documentation.