Support Portal

Step-by-step guide

If you’re experiencing a system performance issue then it’s helpful to provide a HTTP Archive file (HAR) log file of your web browser’s interaction with Ciphr.  This trace file can  then be attached to your request ticket to help the support team diagnose and resolve the issue.

This guide will walk you through the steps to create a trace file to help diagnose performance issues using developer tools in browsers such as Edge and Chrome. The process is similar across most browsers.

Contents

• To export the file
  • Capturing network traffic
• Attach the trace file to a support request
   

To export the file

Open developer tools

• Click on the three-dot menu (…) in the top right corner of your browser
• Navigate to More tools
• Select Developer tools. This will open a new window or a docked window with various tabs

Navigate to the network tab:

• Click on the Network tab
• This tab allows you to monitor network traffic

Capturing network traffic

Clear existing logs:

• If there is existing data, click the clear network log button to start afresh

Replicate the issue you’ve experienced:

• Perform the actions that are causing the performance issue. For example, navigate to Personal details and observe the loading time

Download the captured data:

• Once the data is captured, click the download/export button

• Specify a name for the file and save it.

The next step is to Attach the trace file to a support request

Attach the trace file to a support request

Within your new or existing request click the Attachments bar to upload, or drag and drop your file onto it alongside any other useful information added to the comments box above.

Click Submit to send the file to the support team.

For more information on raising a request please see: How to raise a ticket through the Customer Care Portal

Thank you for your assistance in helping us investigate your system performance.