Recording a .HAR File for Claned Support
While rare, technical issues can occur during an assessment. You might experience the page becoming unresponsive, answers not saving, or an unexpected error appearing. In these situations, recording the issue using your browser's built-in Developer Tools can help our Support team diagnose and resolve the problem quickly.
This guide will walk you through the process of capturing the necessary data, ensuring your issue is addressed efficiently.
Before You Begin: Preventing Issues
To minimize the chances of technical problems, follow these best practices:
✅ Use a recommended browser – Chrome or Firefox provide the best performance.
✅ Avoid using a mobile phone – Assessments and issue recording work best on a computer.
✅ Do not use a VPN – VPNs can interfere with your connection and may cause unexpected disconnections.
✅ Use a stable Wi-Fi connection – Mobile data can lead to connection issues.
When Should You Start Recording?
You may encounter a technical issue in two situations:
- During your first attempt at the assessment – Open Developer Tools as soon as the issue appears.
-
During a retake – Open Developer Tools before starting the assessment.
- Note: Claned Support is not authorized to give learners a retake as it is up to the school or organization to decide what their policy is. Therefore, please contact your teacher or course administrator directly.
Follow the steps below based on your scenario.
Step-by-Step Guide to Recording and Reporting an Issue
1. Open Developer Tools and Start Recording
Windows:
- Press Ctrl + Shift + I (Chrome & Firefox)
- OR Click ⋮ (Menu) > More tools > Developer Tools (Chrome)
- OR Click ☰ (Menu) > More tools > Browser Console (Firefox)
MacOS:
- Press Cmd + Option + I (Chrome & Firefox)
- OR Click ⋮ (Menu) > More tools > Developer Tools (Chrome)
- OR Click ☰ (Menu) > More tools > Browser Console (Firefox)
2. Take a Screenshot of Your Screen
This helps us see any visible error messages.
- Windows: Press Windows + Shift + S and select the area to capture.
- MacOS: Press Cmd + Shift + 4 to capture a selected area.
3. Record Network Activity
- Click on the Network tab.
- Check "Preserve log" (this ensures data is saved).
- Ensure the recording button (🔴) is red. If not, click it to start.
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Reproduce the issue – Click buttons, type answers, and take the same steps as before the issue occurred. If you aren't successful, refresh the page and try again.
4. Download the .HAR File
- Click the ⬇ (Download) button to save the .HAR file.
5. Take a Screenshot of the Console Tab
- Click the Console tab.
- Take a screenshot of any visible error messages.
6. Report the Issue
-
Email support@claned.com with:
- The .HAR file
- The screenshot(s)
- A brief description of the issue, including what you were doing when it happened.
- Notify your teacher or course administrator of the issue and mention that you have contacted Claned Support.
Final Thoughts
By following these steps, you can help Claned’s Support team diagnose and fix issues more efficiently. If you encounter difficulties following this guide, feel free to ask your teacher or administrator for assistance.
We appreciate your patience and cooperation in resolving technical difficulties!