Troubleshooting: Console, Network tab or HAR file

To help our developers get a better understanding of a complex issue, we may ask you to provide a screenshot of the console, network tab or a HAR file. Providing these screenshots will help us solve the issue faster.

We will be using Chrome for this example, but the process will be very similar to any other browser you may be using.

Steps to take a screenshot for Console Tab:

  1. Make sure you’re on the page where the issue is happening
  2. Once you have run into the issue, right-click on the page and a window will pop up
  3. Click on "Inspect"

4. You will see several tabs at the top of the Inspector, and one of them is Console. Click on "Console".

5. Finally, take a screenshot, as shown above (you will see any errors marked in red). This is the information that we need. You can now send your screenshot to our Customer Support Team.

Steps to take a screenshot for Network Tab:

1. Make sure you’re on the page that the issue is happening

2. Once you have run into the issue, right-click on the page and a window will pop up

3. Click on "Inspect"

4. You will see several tabs at the top of the Inspector, and one of them is Network. Click on "Network".

5. Refresh the page by clicking on the "Refresh" icon button.

6. Then, click on one of the red errors (the very first error ) on the left and select “Headers” . Once there, take a screenshot as shown below.

7. Then, select "Response" and take another screenshot:

8. This is the information that we need. You can now send your screenshot to our Customer Support Team.

Steps to generate a HAR file for troubleshooting:

  1. Make sure you’re on the page that the issue is happening
  2. Once you have run into the issue, right-click on the page and a window will pop up
  3. Click on "Inspect"
  4. From the panel opened, select the Network tab.
  5. Look for a round record button Record button in the upper left corner of the tab, and make sure it is red. If it is grey, click it once to start recording.
  6. Check the box Preserve log.
  7. Click the Clear buttonClear button to clear out any existing logs from the Network tab.
  8. Reproduce the issue that you were experiencing before, while the network requests are being recorded.
  9. Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Save as HAR with Content, and save the file to your computer.
  10. Upload your HAR file and attach it in your email so that our Support team can analyze it.

Common Questions

When do we request for a screenshot of the console, network tab or a HAR file?

We usually request a screenshot of the console and network tab when there is a specific loading issue e.g. icons or photos not loading. As for the HAR file, we request this when there is no issue with internet connection on your end but the Piktochart page is still loading extremely slow for you.

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