If you are having problems with Canva, our Support team may ask you to reproduce the problem and send us a HAR file. A HAR file is a record created by Google Chrome that shows everything that happens during your Canva session - it can be used to help review and troubleshoot your problem.
Here’s how to create a HAR file for our support team:
Log in to Canva
Log in to Canva using Google Chrome, then navigate to the page that’s causing your problem.
Open the Developer tools
Open the developer tools by right-clicking any part of the screen and clicking "Inspect Element," or by clicking the menu button on the upper right-hand corner of Chrome, choosing "More tools" and then "Developer tools"
Click Network tab
Once the develop tools are open, click the Network tab, displayed on top of the pane. Look at the top right corner of the network pane to make sure that the HAR file is recording: if the dot is black, click it once so it becomes red. If the dot is already red, leave it alone.
Reproduce the issue
Leaving the network tab open, refresh the page. The network tab will begin to be filled with lots of images and data: this is Google Chrome recording your browsing information. Now try to reproduce the problem described on your support ticket. Once you encounter the problem again, right-click on the network pane and choose "Save as HAR with content."
Save HAR file
You'll be prompted to choose a location to save your HAR file. Save it somewhere convenient, and then attach it to your support ticket so we can diagnose your problem.
Thanks for reaching out, I'd be glad to help!
Please follow the steps outlined below to create an HAR file with Canva:
- Log-in to Canva using Google Chrome, then navigate to the page that’s causing your problem.
- Open the developer tools by right-clicking and selecting Inspect.
- Click the Network tab and be sure it is recording (via the red dot).
- Reproduce the issue
- Save the HAR file via "Save as HAR with content"
Once you have saved the HAR file, you can then send this over to our support team to investigate the matter.
For more information regarding the above process, please visit the following Help Centre article:
I hope this helps, please do let me know if you need any further assistance!