000035442 - How to create a network trace for RSA Link issues in Mozilla Firefox

Document created by RSA Customer Support Employee on Aug 6, 2017
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Article Number000035442
Applies ToRSA Product Set: RSA Link (community.rsa.com)
Platform: Mozilla FIrefox
IssueOccasionally when a user is experiencing a browser issue relating to the RSA Link website, the RSA Customer Support and/or RSA Link teams will ask that user to collect a network trace in the form of a .HAR file so that it can be analyzed.
TasksThis article walks through the process of performing and saving a network trace using the built-in Developer Tools in the Mozilla Firefox web browser.
(Using the Firebug add-on will not be covered within the scope of this article, but the instructions will be similar.)
ResolutionThe steps below explain how to capture a network trace from within the Mozilla Firefox web browser.
  1. Open the Mozilla Firefox web browser and navigate to the specific page that is experiencing the issue.
  2. Open the Developer Tools by clicking the Options button in the top-right corner and clicking on the Developer button.
    (The Developer Tools can also be opened by pressing Ctrl+Shift+I in Windows or Option+Command+I in macOS / Mac OS X.)
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  3. Click on the Network tab within the Developer Tools pane and then click on the Trash Can icon to clear any existing data that has been captured.
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  4. Reload the page by pressing F5 or Ctrl+R (or Command+R on macOS / Mac OS X), or by clicking on the Refresh icon in the browser toolbar.
  5. Perform any other activity relating to the issue, such as clicking on certain links or buttons, so that the activity can be captured in the trace.
  6. Within the Developer Tool pane, right-click anywhere within the data columns as shown below and then click on the Copy All As HAR option.
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  7. Open a simple text editor (such as Notepad or Notepad++ in Windows or TextWrangler in macOS / Mac OS X) and paste the copied data into the application.
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  8. Save the text file with the .har extension.
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After saving the file, provide it to RSA Customer Support via the support case for it to be analyzed.