Sometimes, when troubleshooting complex issues with Box, it's necessary for us to get some additional information to troubleshoot the issue further. For example, when we receive a report of performance trouble when using Box there are a lot of different factors that may contribute to the problem. To narrow down the cause of the performance problem, we need more data.
These browsers (Chrome, IE, Firefox, and Safari), in particular, makes it relatively easy to capture all the data we need using what's called a HAR file. (For this reason, we may ask you to generate a HAR file to help troubleshoot the trouble you're experiencing. Please see the following directions for how to generate a capture file in each browser.
How to generate a HAR capture file in Chrome
Start by opening Google Chrome. If you do not have Google Chrome and you are free to install additional programs, please download Google Chrome and install it.
In Chrome, go to the page within Box where you are experiencing trouble.
Select the Chrome menu (⋮) at the top-right of your browser window, then select Tools > Developer Tools.
The Developer Tools will open as a docked panel at the side or bottom of Chrome. Click on the Network tab.
- Select the option Preserve log
- The recording should autostart and you will see a red circle at the top left of the Network tab. If not, click the black circle, to start recording activity in your browser.
- Refresh the Box page you are on. The goal is to reproduce the problem you've been experiencing while Google Chrome is recording activity.
Once you have successfully reproduced the issue while recording, right-click within the Network tab and click Save as HAR with Content to save a copy of the activity that you recorded.
Save the HAR file somewhere convenient.
- Now click the Console tab and right-click anywhere in the console log. Select the popup option "Save as..." and name the log file: Chrome-console.log
Close the developer panel and you're done! Please attach the HAR file and the Chrome-console.log to your email or case with us so that we can assist further.
How to generate a capture file in Internet Explorer (IE)
- Use Microsoft F12 Developer Tools and the Network Tool to capture the browser headers. Then export the captured traffic as HAR file (or XML if using an older version of IE).
- Press the F12 key on your keyboard. This should open the Developer Tools panel in IE. If not, find it on the browser menu: F12 Developer Tools
- In the Developer Tools panel, click the Network panel and then deselect the Clear entries on navigate option. (on by default).
- Click the Network panel/button and then the Start Capturing button (or press Ctrl + E). Note: the icon looks like a green triangle
- Click the IE Refresh button. The goal is to reproduce the problem you've been experiencing while IE is recording activity
- The Developer Tool panel should now show a list of the URLs that are included in the page you have in your browser.
- Click the Stop button when the issue has been reproduced (or press Ctrl + E). Note: the icon looks like a red square
- Click the Export captured traffic icon and save the file somewhere convenient (or press Ctrl + S). Note: the icon looks like a floppy disk.
- Please attach the file to your email or case with us so that we can assist further.
- Click on the Console tab and look for any errors/warnings reported. If errors are shown, please right-click on the console errors and select Copy all or send a screenshot of them.
- Close the Developer Tools panel and you're done!
How to generate a HAR capture file in Safari
- Start by opening Safari.
In Safari, go to the page within Box where you are experiencing trouble.
Right-click anywhere on the page and select "Inspect Element". (If you do not see this option, enable the Web Inspector.
- Go to the Console tab and check the option Preserve Log.
- Go to the Network tab and check the option Preserve Log.
- Refresh the Box page you are on. The goal is to reproduce the problem you've been experiencing while Safari is recording activity.
Once you have reproduced the issue and recorded it, go to the Network tab and click Export to save a copy of the activity that you recorded.
Save the HAR file somewhere convenient.
- Now click the Console tab and take a screenshot. Depending on how much shows up there, you may need to expand the window by dragging the top border up to capture more information.
Close the Web Inspector and you're done! Please attach both the HAR file and the Console log screenshots to your email or case with us so that we can assist further.