If more in-depth troubleshooting is needed to resolve your QuickHelp question, one of the things we may ask for is an HAR file.  This can provide us with information that is being passed between QuickHelp and your computer. 

In your browser of choice navigate to QuickHelp and open Developer Tools. Here is how to easily get this information:

• Edge
• Chrome
• Firefox

In Edge

1. Click on Settings and more (3 dots) at the top right of your browser.

2. Select More tools > Developer Tools This will open a window with several different tabs

3. In the newly opened window choose the Network tab

4. Perform the action that is causing the problem (video not playing, for example). 

5. Once the action is completed, right click anywhere on the grid of network requests, and select Save all as HAR with Content

6. Save this to a location on your computer and then send it to us to take a look at

In Chrome

1. Click Customize and control Google Chrome (3 dots) at the top right of your browser.

2. Choose More tools > Developer tools. This will open a window with several different tabs.

3. In the newly opened window, choose the Network tab

4. Look for a Round Button in the upper left corner of the tab, and make sure it is red.

    a. If it is grey, click it once to start recording.

5. Click the Clear button to clear out any existing logs from the Network tab

6. Perform the action that is causing the problem (video not playing, for example). 

7. Once the action is completed, right click anywhere on the grid of network requests, and select Save all as HAR with Content

8. Save this to a location on your computer and then send it to us to take a look at

In Firefox

1. Click Open menu (3 lines) at the top right of your browser

2. Choose Web Developer. 

3. Choose Network. This will open a window with several different tabs, but with the selected option as the active tab

4. The recording auto-starts when you start performing actions in the browser

5. Perform the action that is causing the problem (video not playing, for example). 

6. Once the action is completed, right click anywhere on the grid of network requests, and select Save all as HAR

7. Save this to somewhere on your computer and then send it to us to take a look at