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This guide explains how to capture an HTTP Archive (HAR) file from your browser and attach it to a GitHub Support request for issues affecting GitHub Enterprise Cloud. A HAR file records the network requests and responses your browser exchanges with GitHub during a session, which helps Support diagnose networking or client-side problems. Why provide a HAR file?
  • HAR files show the full request/response sequence (headers, cookies, timings, and optionally bodies). This gives Support concrete evidence of the requests that failed or behaved unexpectedly, making troubleshooting faster and more accurate.
Accessing Support from Enterprise Settings
  • Enterprise administrators can open support tickets and grant additional entitled contacts permission to raise tickets on behalf of the enterprise (limits depend on your support agreement).
  • From your enterprise account: Settings → Support. From here you can open the GitHub Support portal or upload a support bundle directly.
Screenshot of a GitHub Enterprise "NextGen Gaming" Settings page on the Support tab showing a support member (kabir-dev1-kk) added and instructions about entitled members and the GitHub Support portal. The left sidebar lists settings options like General, Authentication security, Advanced Security, and Support.
Using the GitHub Support Portal
  • The portal lets you select the enterprise/org, then choose the product area (for example: Actions, Issues, Pull Requests, Repositories, or Sign-in) and a sub-area if applicable (e.g., Actions → Runner → runner type/registration).
  • When filing a ticket, include contextual details: enterprise/org/repo names, timestamps, browser (name and version), steps to reproduce, and any logs or support bundles (including a HAR).
  • Because GitHub Enterprise Cloud is managed by GitHub, Support can also correlate client-side HAR data with cloud-side telemetry to speed diagnosis.
A dark-mode screenshot of a GitHub Enterprise settings page showing the Support section where a support member has been added. The left sidebar lists settings categories while the main pane explains support entitlements and displays the added member entry.
What is a HAR file?
  • An HTTP Archive (HAR) is a JSON-formatted record of network traffic captured by the browser. It includes:
    • Request and response headers
    • Cookies
    • Timings and statuses
    • Optionally response bodies (when the browser captures content)
    • Useful metadata for debugging API, authentication, redirect, and asset-loading issues
When to capture a HAR file
  • Capture a HAR whenever you see client-facing network problems that are reproducible, such as:
    • 404/500 responses when accessing repositories or site pages
    • Unexpected redirects or authentication failures
    • API/network request failures from Actions, GitHub Apps, or the browser UI
Quick reference: Developer Tools keyboard shortcuts Capturing a HAR file (step-by-step)
  1. Reproduce the issue in your browser (navigate to the page or perform the action that causes the problem).
  2. Open Developer Tools:
    • Press F12, or
    • Press Ctrl+Shift+I (Windows/Linux) or Cmd+Option+I (macOS).
  3. Switch to the Network tab.
  4. Enable “Preserve log” so requests persist across reloads.
  5. Reload the page or repeat the interaction that triggers the issue.
  6. The Network panel will record all requests and responses for that session.
  7. Export the captured data:
    • Right-click in the request list and choose “Save all as HAR” (or “Export HAR” / “Save all as HAR with content” depending on the browser).
    • Save the resulting .har file to your machine.
Example: a captured request shown in an imported HAR
A screenshot of GitHub's 404 error page featuring the Octocat dressed as a desert character next to large "404" text and a speech bubble saying "This is not the web page you are looking for." The browser tabs and dark site footer are visible.
Inspecting or re-importing a HAR
  • Most browser DevTools support an “Import HAR” option (for example, Chrome DevTools Network panel). Importing a HAR lets you review the exact requests/responses recorded and confirm that the problem was captured correctly before you upload it.
A screenshot of a web browser showing GitHub’s 404 error graphic across the top. The browser’s developer tools Network panel is open below, listing many requests with one highlighted 404 response.
Uploading the HAR to GitHub Support
  • When creating a ticket in the GitHub Support portal, attach the HAR file to the ticket or use the Enterprise Settings → Support → Upload Support Bundle option to submit it.
  • When you upload, include:
    • Enterprise, org, or repository names
    • Timestamps for when the issue occurred
    • Browser and version used
    • Steps to reproduce
    • Any other logs or screenshots that illustrate the problem
A dark-themed GitHub Support webpage titled "Upload Support Bundle" showing a form to select an enterprise account (NextGen Gaming) and a file input with a .har support bundle ready to upload, plus a green "Upload" button.
HAR files can contain sensitive data (authentication tokens, cookies, personal data, or other request/response contents). Before uploading a HAR to Support, review and, if necessary, redact any sensitive information. Only share HAR files with trusted support channels.
Summary and best practices
  • Capture: Developer Tools → Network → Enable “Preserve log” → Reproduce the issue → Save all as HAR.
  • Verify: Import the HAR back into DevTools to confirm the problematic requests are recorded.
  • Submit: Attach the HAR to a Support ticket or upload it via the Enterprise “Upload Support Bundle” flow.
  • Provide context: enterprise/org/repo, timestamps, browser/version, and exact reproduction steps.
  • Redact sensitive data if necessary before sharing.
Links and references

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