When experiencing loading issues, performance problems, or network errors, Anaplan Support may request an HTTP Archive (HAR) file and a console log to assist with troubleshooting. This article provides clear, step-by-step instructions on how to capture HAR and console logs in various browsers to support your Anaplan case investigation.

Why does Anaplan Support request HAR and console logs?

  • An HAR file captures information about network requests and responses during a specific session.
  • A console log captures messages output by the console, which includes errors, warnings, and logs for debugging.

HAR and console logs are essential for our Support analysts in identifying and resolving 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
  • Runtime errors
  • Warnings and debug messages
  • Security or content policy issues

Providing HAR and console logs can accelerate the troubleshooting process, which helps Support analysts resolve your issues faster.

Instructions for capturing HAR and console logs

Sharing your HAR and console log files with Support

After saving your HAR and console log files, attach them to your existing case in the Support portal. If your Support analyst has provided a SharePoint link instead, you can use that to submit the files. When uploading, include a comment either in the case or in SharePoint with 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

Before sharing your HAR and console log files with Support, make sure to remove any sensitive or personal information.

Providing this context helps the Support team investigate and resolve the issue more efficiently.

Note: Make sure your HAR and console log files reflect the issue by starting the capture before you reproduce the problem.