Difficulty: Intermediate

Purpose: This step-by-step guide will walk you through how to collect network logs for our team to troubleshoot performance issues you may be experiencing in Kizen.

What are Network Logs?

If you run into web performance issues (such as error messages, data not saving successfully, slow loading, etc.) in Kizen, and you've already tried basic troubleshooting steps, our Technical Support team may ask you to record network logs. Recording and downloading a HAR (HTTP Archive) file creates a log of all the network requests made by your browser as you recreate the issue. This is super useful for our team to investigate, diagnose, and resolve the behavior you are experiencing.

⚠️ Note: HAR files record all web browser interactions, so they can contain sensitive information such as cookies and session tokens. We recommend only recording the relevant behavior and using the Chrome browser to collect network logs, as newer versions of Chrome (130+) automatically sanitizes HAR file exports by default.

You can also take additional steps for more fine-grained sanitization by using a dedicated HAR sanitizer tool or manually remove sensitive data in a text editor before sending it to our Support team.

Prerequisites

Before collecting network logs, please make sure you've taken the following basic troubleshooting steps:

✅ Ensure you're on the most updated version of your Chrome browser and the most updated version of your computer device.

✅ Clear your browser cache.

✅ Temporarily deactivated browser extensions.

How to Record and Download a HAR File in Chrome

1. Open a new tab in Chrome and log in to your Kizen account.
   
   
2. Right-click anywhere on the page and click on "Inspect" — or press Cmd + Option + I (Mac) and Ctrl + Shift + I (Windows/Linux). This will open the Chrome Developer Tools.
   
   
   
3. Click on the Network Tab in the Developer Tools window and confirm the following:
   1. Check the "Preserve log" box.
      
      
   2. Check the "Disable Cache" box.
      
      
   3. Click the gray circle with a diagonal line to clear existing log entries.
      
      
   4. Make sure the record button (the circle with a square inside) is red — if it's gray, click on the button to start recording.
      
      
      
4. Repeat the same steps in Kizen to reproduce the specific problematic behavior/error message while you have the console open.
    
5. Click on the red Record button to stop recording.
   
   
6. Click on the down arrow — "Export HAR (sanitized)" — to download the file.
   
   
   
7. Save the HAR file with your name and date.
   
   
8. Send us the HAR file through our secure Support Portal or attach it to an email to support@kizen.com. 

⚠️ Note: Since HAR files can contain sensitive information, please confirm that only authorized individuals are added as recipients or cc'd on the Support ticket/email.

Best Practices

To confirm everything is working correctly:

1. ✅ Use Google Chrome to record the network logs.
   
   
2. ✅ Only record while you are replicating the problematic behavior. This keeps the HAR file short so that our team can investigate most efficiently and effectively.
   
   
3. ✅ Send us detailed screenshots or a screen recording if possible while you are replicating the behavior so that we can also see exactly what you are seeing.
   
   
4. ❌ Avoid cc'ing any unauthorized individuals to your email when you send us the HAR file.