---
title: "Diagnosing connection issues / HAR file"
slug: "diagnosing-connection-issues"
updated: 2026-08-18T06:40:47Z
published: 2026-08-18T06:40:47Z
canonical: "support.bookingtimes.com/diagnosing-connection-issues"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.bookingtimes.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Diagnosing connection issues / HAR file

Occasionally a webpage may be running unusually slow. There are a number of factors which can cause this, such as: your local internet speed, your device health and the assets being loaded on your webpage (images and files).

Here are 2 initial actions to try:

1. **C****lear your browser cookies**. Please see the following article which shows you how to clear the cookies [Clearing Cookies](/v2/docs/clearing-cookies).
2. **T****urn off your wi-fi connection** and check if the page loads faster via a mobile network connection.

If it’s still running slow, please follow the steps outlines below, for both Windows and Mac computers.

## **Retrieving a HAR file for troubleshooting**

As part of the troubleshooting process, BookingTimes support staff may require a HAR file to help diagnose your internet speed issues. In addition to this, you should also provide the following information which will help us troubleshoot this issue more quickly:

- Describe your internet connection?
  - e.g. a fixed internet connection, a mobile network 3G/4G.
- What browser are you using?

**Note**

To retrieve a HAR file you must be on desktop computer or laptop

### **Steps for Windows (using Chrome and Edge browser)**

1. Navigate to the webpage or record which is loading slowly
2. Press **F12** on your keyboard to open the diagnostic panel
3. Click the **Network** tab
4. Reload/refresh the webpage
5. Export HAR file from the diagnostic panel
6. Send HAR file to [support@bookingtimes.com](mailto:support@bookingtimes.com) in addition to the additional information mentioned above.

#### **Chrome and Microsoft Edge Browsers**

![Untitled.png](https://cdn.document360.io/6926c75e-9b20-4216-bf9f-d7ca1df9c74f/Images/Documentation/image-1715746649617.png)

### **Steps for Mac (using Safari browser)**

1. Navigate to the webpage or record which is loading slowly
2. Click on the **Develop** menu **> Show Web Inspector**

> [!NOTE]
> Don’t have a Develop menu?
> 
> If you can’t see a Develop menu:
> 
> - Click on **Safari** menu > **Settings**
> - In the popup select **Advanced** icon at the top > Select **Show Features for web developers** checkbox
> 
> ![](https://cdn.document360.io/6926c75e-9b20-4216-bf9f-d7ca1df9c74f/Images/Documentation/image-ZAW6GLSL.png)
3. Select the **Network** tab
4. The **Export** option may be initially greyed out, just reload/refresh your page within the browser with the **Web Inspector** open
5. The **Export** option now appears, click to save a HAR file.
6. Send HAR file to [support@bookingtimes.com](mailto:support@bookingtimes.com) in addition to the additional information mentioned above.

**Safari Browser**

![](https://cdn.document360.io/6926c75e-9b20-4216-bf9f-d7ca1df9c74f/Images/Documentation/image-2SKSVKE5.png)

### **Steps for Mac (using Chrome browser)**

1. Navigate to the webpage or record which is loading slowly
2. Click on the **View** menu **> Developer > Developer Tools** ![](https://cdn.document360.io/6926c75e-9b20-4216-bf9f-d7ca1df9c74f/Images/Documentation/image-ZUILUTZ3.png)
3. Select the **Network** tab
4. The **Export** icon may be initially greyed out, just reload/refresh the page with the Web Inspector open
5. The **Export** icon now appears, click to save a HAR file.
6. Send HAR file to [support@bookingtimes.com](mailto:support@bookingtimes.com) in addition to the additional information mentioned above.

**Chrome Browser**

![](https://cdn.document360.io/6926c75e-9b20-4216-bf9f-d7ca1df9c74f/Images/Documentation/image-EK78G2WL.png)