What it’s for
If the Snowfire app crashes or stops responding, a HAR file is the fastest way for our support team to find the cause.
A HAR (HTTP Archive) file is a log of everything your browser sends to and receives from the Snowfire app while you reproduce the problem: each request, its response, timing, and any errors. It lets our engineers see exactly what failed without needing access to your environment.
Before you start
Takes about 5 minutes.
Privacy note: A HAR file can contain sensitive data, including session cookies, login tokens, and any data shown on screen while recording. Share it only with Snowfire support, and never post it in a public channel.
- Close tabs and apps you don’t need, so the file only captures Snowfire activity.
- Know the steps that cause the crash, so you can repeat them while recording.
- Use the browser where the crash happens. If it happens in several, Chrome is easiest.
- Note the time the crash occurs and any error message on screen. A screenshot helps.
Steps
Google Chrome and Microsoft Edge
Chrome and Edge use the same steps.
- Open the Snowfire app in a browser tab.
- Open Developer Tools: press F12, or Ctrl+Shift+I on Windows, or Cmd+Option+I on Mac.
- Click the Network tab at the top of the Developer Tools panel.
- Check the Preserve log box, so the log isn’t cleared if the page reloads or crashes.
- Confirm recording is on: the round button at the top left should be red. If it’s gray, click it.
- Click the clear button (a circle with a line through it) to start with an empty log.
- Reproduce the crash in the Snowfire app, keeping Developer Tools open.
- Once the problem happens, click the download arrow (Export HAR) in the Network toolbar. On older versions, right-click any row in the list and choose Save all as HAR with content.
- Save the file with a clear name, for example snowfire-crash-2026-10-05.har.
Mozilla Firefox
- Open the Snowfire app in a browser tab.
- Open Developer Tools: press F12, or Ctrl+Shift+E on Windows, or Cmd+Option+E on Mac.
- Click the Network tab.
- Click the gear icon in the Network toolbar and select Persist Logs.
- Click the trash can icon to clear the existing log.
- Reproduce the crash in the Snowfire app.
- Once the problem happens, click the gear icon again and choose Save All As HAR. You can also right-click any row and choose Save All As HAR.
- Save the file with a clear name, for example snowfire-crash-2026-10-05.har.
Safari (Mac)
Safari hides its developer tools by default, so turn them on first.
- Go to Safari > Settings > Advanced and check Show features for web developers (on older versions, Show Develop menu in menu bar).
- Open the Snowfire app in a browser tab.
- Press Cmd+Option+I to open Web Inspector, then click the Network tab.
- Check Preserve Log in the Network toolbar.
- Click the trash can icon to clear the existing log.
- Reproduce the crash in the Snowfire app.
- Once the problem happens, click Export in the Network toolbar.
- Save the file with a clear name, for example snowfire-crash-2026-10-05.har.
Send the file to Snowfire support
Email the HAR file to support@snowfire.ai. Include:
- What you were doing when the crash happened, step by step
- The approximate time of the crash and your time zone
- Any error message or screenshots observed
- The browser used
If the file is larger than your email limit, zip it first or share it through a secure file transfer link.
Check and fix
You are done when the .har file is saved under a clear name and sent to support with the details above.
If something goes wrong
| Problem | Fix |
|---|---|
| The Network tab is empty | Make sure recording is on, then reproduce the crash again with Developer Tools already open. |
| The log cleared when the app crashed | Turn on Preserve log (Chrome, Edge, Safari) or Persist Logs (Firefox) before reproducing. |
| The browser froze completely | Capture again and export as soon as the error appears, before the tab locks up. |
| You can’t find the export option | Right-click any row in the Network list and look for a Save as HAR option. |