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Share Error Logs for Better Troubleshooting

A quick way to help our team identify and fix technical issues.

To resolve technical issues, the Virtualbadge.io support team may ask you to provide a HAR file or console logs. These files help identify and troubleshoot errors or slow performance on the platform. This guide covers how to generate and share the necessary files.

Important: Before sharing a HAR file, please ensure any sensitive information is sanitized by using a HAR sanitization tool or by manually editing out confidential data in a text editor.

When do you need this?

Providing HAR files, console logs, and trace reports can greatly assist the Virtualbadge.io support team in diagnosing technical issues. These files capture detailed information about what’s happening in your browser and help us pinpoint the root cause of problems such as:

  • Slow or delayed loading times
  • Errors that appear on specific pages
  • Unexpected behavior when using Virtualbadge.io tools

Steps to Capture a HAR File in Your Browser

Below are instructions for the most common browsers.

A. Google Chrome

  1. Open Chrome and navigate to the page where the issue occurs.
  2. Click the three dots (top right).
  3. Go to More tools > Developer tools.
  4. Select the Network tab.
  5. Ensure the Record button is red (click it if it’s grey).
  6. Enable Preserve log and Disable cache.
  7. If the issue occurs in a pop-up window, click the settings gear in the Network tab, scroll to Global, and enable Auto-open DevTools for popups.
  8. Reproduce the issue or reload the page.
  9. Once finished, click Export HAR (sanitized)… in the toolbar.
  10. Save the HAR file.

For additional guidance, see the official Google Chrome help documentation.

B. Mozilla Firefox

Note: HAR files in Firefox are not sanitized by default. Remove sensitive data using a HAR sanitizer tool or a text editor before sharing.

  1. Open Firefox and go to the problematic page.
  2. Click the three horizontal lines (top right).
  3. Go to More tools > Web Developer Tools.
  4. Select the Network tab.
  5. Enable Disable cache.
  6. Click the settings gear in the Network tab and enable Persist Logs.
  7. Clear existing logs with the trash icon.
  8. Reproduce the issue or reload the page.
  9. Right-click on any request and select Save all as HAR.
  10. Save the HAR file.

For more detailed instructions, refer to the official Mozilla Firefox help resources.

C. Microsoft Edge

  1. Open Edge and go to the page with the issue.
  2. Click the three dots (top right).
  3. Navigate to More tools > Developer Tools.
  4. Select the Network tab.
  5. Ensure the Record button is red (click if grey).
  6. Enable Preserve log and Disable cache.
  7. Reproduce the issue or reload the page.
  8. Click Export HAR (sanitized)….
  9. Save the HAR file.

For comprehensive instructions, visit the official Microsoft Edge support page.

D. Safari

Note: HAR files in Safari are not sanitized by default. Be sure to clean the file before sending.

  1. In Safari, go to the page where the issue occurs.
  2. Click Safari > Settings > Advanced in the menu.
  3. Enable Show features for web developers.
  4. In the top bar, click Develop > Show Web Inspector.
  5. Select the Network tab.
  6. Clear logs with the trash icon.
  7. Enable Disable cache.
  8. Reproduce the issue or reload the page.
  9. Click Export and save the HAR file.

For complete instructions, please visit the official Safari support resources.

Save Console Logs

  1. Go to the affected page.
  2. Right-click and select Inspect.
  3. Click the Console tab.
  4. Right-click inside the logs:

    1. In Chrome/Edge: Save as

    2. In Firefox: Save all Messages to File

    3. In Safari: Save Selected

5. Save the console logs file.

Record a Trace (Chrome only)

  1. In Chrome, go to:
    yourdomain.com/cdn-cgi/trace
    (replace yourdomain.com with your actual domain)
  2. Copy the displayed trace details.
  3. Include this information with your HAR file in your Virtualbadge.io Support ticket.

Collecting HAR files and console logs ensures our Virtualbadge.io Support team has the detailed insights needed to quickly identify the issue and provide a solution.