When troubleshooting loading issues, performance concerns, or network errors, Anaplan Customer Care may ask you to provide an HTTP Archive Format (HAR) file capture. A HAR file captures information about network requests and responses, which can be essential in identifying and resolving issues. This article provides step-by-step instructions on how to capture a HAR file in Chrome, Edge, Firefox, and Safari to support Anaplan investigations.

Why does Anaplan Customer Care request HAR files?

HAR files help our Customer Care analysts diagnose specific issues such as:

  • Slow loading or performance issues in the browser
  • Delays in network requests or assets that may impact load times
  • Errors when accessing Anaplan
  • Network errors or failed requests preventing access

Providing a HAR file can help accelerate the troubleshooting process, allowing Customer Care to better assist in resolving the issue.

Instructions for capturing a HAR file

Sharing your HAR file with Customer Care

Once you've saved the HAR file, please attach it to your support ticket or via the provided Sharepoint link as directed by Customer Care. In your email, please be sure to include any relevant details about the issue, such as:

  • Any replication steps you might have taken
  • The affected workspace, model, and timestamps, if available
  • A description of any error messages you may have encountered

Additional tips

  • Please remove any sensitive or personal data from the HAR file before sharing it with Customer Care.
  • Ensure the HAR file reflects the issue by starting the capture before you reproduce the problem.