How to collect a network trace for RSA Link issues in Microsoft Internet Explorer

[#1]

Article Number

000035224

Applies To

RSA Product Set: RSA Link (community.rsa.com)
Platform: Microsoft Internet Explorer 11.x

Issue

Occasionally 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.

Resolution

The steps below explain how to capture a network trace from within the Microsoft Internet Explorer web browser.

1. Open the Microsoft Internet Explorer browser and navigate to the specific page that is experiencing the issue.
    
2. Open the F12 Developer Tools by clicking the Settings button in the top-right corner and selecting F12 Developer Tools.
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3. Click on the network tab within the Developer Tools pane and then click on the green Play button in the top-left corner of the play to begin capturing the web traffic.
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4. Reload the page by pressing F5 or Ctrl+R, 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. Click on the red Stop button in the Developer Tools pane or press Shift+F5 to stop capturing traffic.
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7. Click on the Export button (gray disk icon with an arrow) to save the captured web traffic.
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8. Save the XML file with a descriptive name that includes the date and provide it to RSA Customer Support via the support case for it to be analyzed.
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