Frequently Asked Questions

FAQ: Account

/frequently-asked-questions/account/

I'm not getting the email to validate and confirm my account

When you register for an account, Zerobounce sends you an email with a link in it, so you can activate your account. You just have to click on that link, and you're all set to start verifying your list.

Check all folders/tabs (Spam, Promotional, deleted) to locate the email. If you can't locate the email, then it's possible that you misspelled your email address on the registration screen. Please try re-registering, and if your email was mis-spelled, you will be allowed to register under the correct email address.

Sometimes, your spam filters might be rejecting our emails. It's important that you are able to receive emails from us, so you can access the files you validate. If you think you are not receiving our emails because of your spam filters, please contact us and we will be happy to assist you in solving this issue.

Please use the "Leave a Message" button after doing a search with the "Help" Icon on the bottom right.

How do I change my password?

Please log into your account and click the "Change Password" link in the left hand menu. You will be prompted to enter your old password and the new password you're changing it to.

How do I disable password protected downloads?

We don't recommend disabling this feature, because if your account gets comprised, they won't have access to your data unless the comprised your email account as well.

But if you want to disable it, you can

In your account, click on "Options" on the left hand menu, then click on "Password Protected settings" icon button.

Then you will be taken to the screen below telling you that you will receive an email with a link in it, to disable this feature.

Check your email and click the "Approve Change" button as seen below.

Then this screen will appear, once the link is clicked.

FAQ: Uploading Files

/frequently-asked-questions/uploading-files/

What file formats do you accept?

We accept .TXT and .CSV files.

When you upload a file, be sure to select the right "File Delimiter" and to check the box, if your files contain a header row.

If you upload a multi-column CSV - You will be presented with a screen to match the columns with the data in it. We automatically detect what's in most columns and will pre-populate those columns for you.

It's important to match the column data type, because we use that information to help enhance your data. If you mark a column as "First Name" - we'll use that column to determine the gender of the Email.

If you mark a column as "IP Address" - we will use that data and tell you the location of that IP Address.

When you get your results back, you will have all your columns intact. We will append your columns to the CSV and they will be labelled as "ZB {Column Name}".

When uploading a file, I'm getting the error "too many invalid emails found"

This can happen under a few different conditions:

  • If you upload a .CSV and you select the wrong column for the "Email Address"
  • If the column you selected for the email address has more than 20% malformed or blank email addresses.
  • If none of the above conditions apply to your file, click the "Leave a Message" button after performing a search in the HELP icon on the bottom right and supply us with a sample file to look at.

My file delimiter is missing, what do I do?

ZeroBounce.net accepts the most common file delimiters/separators, but there can be occasions where the file you want to validate has a different file delimiter than what's listed in our file delimiter drop down. We call these Custom Delimiters/separators.

What you can do is get a text editor. We recommend Notepad++, because it can handle large files and it's free to use. Open your file with Notepad++ and do a search (Your delimiter) and replace (With one of our accepted delimiters/separators). Save the file and attempt to re-upload it.

If you're still having problems uploading, click the "Leave a message" button under the "Help" icon after doing a basic search.

The results are not in the same order it was uploaded.

ZeroBounce uses a multi-threaded process to validate email addresses so we can get the results back to you as fast as possible. Some validations take longer than others, because of this, when you download the results, your data will not be in the same order you uploaded them.

If the order of the emails are important to you, we recommend creating a numbered column in your spread sheet. When you download your results, that column will be preserved and you can sort the rows by that column.

FAQ: Billing and Payments

/frequently-asked-questions/billing-and-payments/

What payment methods do you accept?

ZeroBounce.net uses PayPal and Stripe as their payment processor. We accept all payments that PayPal or Stripe accepts.

Stripe allows all credit cards (we do not accept pre-paid debit cards). We also accept payments by bank wire and ACH.

Checkout as a GUEST with PayPal

You don't need to have an account with PayPal in order to make a purchase. PayPal will allow you to pay with a credit or debit card, and without a PayPal account.

When you get to the checkout screen, choose the "Pay with a Debit or Credit Card" option on the bottom when you see this screen:

PayPal payment screen: After choosing this option, you will see the screen below to enter your credit card information.
PayPal payment screen: After choosing this option, you will see the screen below to enter your credit card information.
In some cases, PayPal won't allow you to checkout as a guest, based on various reasons related to details like customers browser, cookies, locale, IP etc.
In some cases, PayPal won't allow you to checkout as a guest, based on various reasons related to details like customers browser, cookies, locale, IP etc.

Where do I get my invoice?

ZeroBounce.Net stores all your invoices in your account. Use the menu on the left hand side and click the "Invoices" link under "Account Info". If you're already logged into your account, simply click this link: My Invoices.

The invoice ZeroBounce.net provides in your account is for your convenience and there can be missing information needed for tax related expenses and account purposes, which is not provided to us by PayPal.

ZeroBounce.net only has access to the information that PayPal provides us on your order, which can be very limited. PayPal protects their customers' data and doesn't transmit information that is not needed for the vendor to complete your order. PayPal will also send you a receipt after the payment. The receipts should be kept for your records, as they contain your full information.

Bank Decline Codes

If a payment is declined by the bank or card issuer, the bank may provide a decline code with a more detailed reason. Below is a list of possible decline codes that can be returned.

Decline Codes

  • Decline Code
    Explanation
    Next Steps
  • approve_with_id
    The payment cannot be authorized
    The payment should be attempted again. If it still cannot be processed, the customer needs to contact their bank.
  • call_issuer
    The card has been declined for an unknown reason
    The customer needs to contact their bank for more information.
  • card_not_supported
    The card does not support this type of purchase
    The customer needs to contact their bank to make sure their card can be used to make this type of purchase.
  • card_velocity_exceeded
    The customer has exceeded the balance or credit limit available on their card.
    The customer should contact their bank for more information.
  • currency_not_supported
    The card does not support the specified currency.
    The customer needs check with the issuer that the card can be used for the type of currency specified.
  • do_not_honor
    The card has been declined for an unknown reason
    The customer needs to contact their bank for more information.
  • do_not_try_again
    The card has been declined for an unknown reason
    The customer should contact their bank for more information.
  • fraudulent
    The payment has been declined as the issuer suspects it is fraudulent
    The customer should contact their bank for more information.
  • generic_decline
    The card has been declined for an unknown reason
    The customer needs to contact their bank for more information.
  • insufficient_funds
    The card has insufficient funds to complete the purchase
    The customer should use an alternative payment method.
  • invalid_account
    The card, or account the card is connected to, is invalid
    The customer needs to contact their bank to check that the card is working correctly.
  • invalid_amount
    The payment amount is invalid, or exceeds the amount that is allowed
    If the amount appears to be correct, the customer needs to check with their bank that they can make purchases of that amount.
  • invalid_pin
    The PIN entered is incorrect. This decline code only applies to payments made with a card reader.
    The customer should try again using the correct PIN.
  • issuer_not_available
    The card issuer could not be reached, so the payment could not be authorized
    The payment should be attempted again. If it still cannot be processed, the customer needs to contact their bank.
  • lost_card
    The payment has been declined because the card is reported lost
    The specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline.
  • new_account_information_available
    The card, or account the card is connected to, is invalid
    The customer needs to contact their bank for more information.
  • no_action_taken
    The card has been declined for an unknown reason
    The customer should contact their bank for more information.
  • not_permitted
    The payment is not permitted
    The customer needs to contact their bank for more information.
  • pickup_card
    The card cannot be used to make this payment (it is possible it has been reported lost or stolen)
    The customer needs to contact their bank for more information.
  • reenter_transaction
    The payment could not be processed by the issuer for an unknown reason.
    The payment should be attempted again. If it still cannot be processed, the customer needs to contact their bank.
  • restricted_card
    The card cannot be used to make this payment (it is possible it has been reported lost or stolen)
    The customer needs to contact their bank for more information.
  • revocation_of_all_authorizations
    The card has been declined for an unknown reason
    The customer should contact their bank for more information.
  • revocation_of_authorization
    The card has been declined for an unknown reason
    The customer should contact their bank for more information.
  • security_violation
    The card has been declined for an unknown reason
    The customer needs to contact their bank for more information.
  • service_not_allowed
    The card has been declined for an unknown reason
    The customer should contact their bank for more information.
  • stolen_card
    The payment has been declined because the card is reported stolen
    The specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline.
  • stop_payment_order
    The card has been declined for an unknown reason
    The customer should contact their bank for more information.
  • testmode_decline
    A Stripe test card number was used
    A genuine card must be used to make a payment.
  • transaction_not_allowed
    The card has been declined for an unknown reason
    The customer needs to contact their bank for more information.
  • try_again_xxxxxxxxx
    The card has been declined for an unknown reason
    Ask the customer to attempt the payment again. If subsequent payments are declined, the customer should contact their bank for more information.
  • withdrawal_count_limit_exceeded
    The customer has exceeded the balance or credit limit available on their card.
    The customer should use an alternative payment method.

Questions about our services

/frequently-asked-questions/service-questions/

What are Catch-all Domains?

Catch-All domains always return a valid response from the SMTP service, whether the email address is actually valid or invalid. Some mail servers do this because they believe it will prevent people from harvesting real email addresses from their SMTP Server.

Some mail operators set up a catch-all address. For instance, if you mail misspelledname@domain.com, the mail administrator will forward that email to a "catch-all" address, like "review@domain.com". So they can look at all the emails sent to their mail server to see if anything important was sent to an invalid recipient.

We have found that catch-all domains get a lot more spam, because mail services have no way of telling if the email address is good or bad before sending. So spam operators just send to them, thinking someone will see the email.

Most Email Validation services will just return Valid for catch-all domains without telling you.

ZeroBounce.net identifies these domains for you. Since we are not able to validate them, it's up to you to decide if you want to take the risk to send to these domains. We do recommend that, if you decide to send emails to catch all domains, you segment these into a different group in your mailing platform.

Now, there are 3 behaviors of catch-all email domains:

  • An non-real email address is funneled into a catch-all inbox (This does not hurt your email reputation)
  • The non-real email is bounced back, saying the user doesn't exist (This does hurt your email reputation)
  • The recipient is actually valid and the email gets delivered

What are Abuse Emails?

First, let's explain what Abuse Emails are.

Abuse Emails are considered emails where the recipient clicks the "Spam" link often in emails sent to them. We call these high risk emails. If you email them, they might click the "Spam" link, therefore lowering your mailing reputation. Furthermore, these users contribute to causing your emails to land in the spam/bulk folders or, worse, not being delivered at all.

Now, should you send messages to Abuse Email Addresses? That's your decision. Maybe these people are really interested in what you have to say and they won't mark the mail as spam. It's your call, you know you customers better than we do and you know how you gathered these email addresses. Did you buy the list? If yes, maybe you shouldn't mail them. Are they an actual customer of your store? Then maybe you should email them. It's your decision.

How do we detect them? We have relationships in place that report this information to us. They are mostly gathered through Feedback loops or individual OPT-Out links found in people's emails.

How do I contact ZeroBounce?

Zerobounce uses Zendesk as a ticketing system, to keep track of all communications with our customers. To contact us just click the "Leave us a message" button, after performing a search under the "Help" Icon.

We would love to hear from you and we'll get back to you shortly!

We are in the process of setting up additional channels of communication, but for now the only way to contact us is through email support via Zendesk support@zerobounce.net

Do my email validation credits expire?

No, once you purchase credits, they will never expire. You can use those credits to validate your emails whenever you want. Our 24/7 customer support team is here to assist you in the process, should you need any help.

FAQ: Potential Issues

/frequently-asked-questions/potential-issues/

Why is my file taking so long to process?

Zerobounce deploys break-through anti grey-listing technology. A lot of remote mail servers will issue a 421 response code initially, then after a period of time up to 30 minutes, they will allow the email address to be validated properly.

If any file that you upload to be validated has an email address that we encounter a single 421 response on, it will delay the entire file processing time by up to 35 minutes.

If your file appears to be stuck longer than an hour, please let us know and we'll look into it.

Typically, it takes around 1 to 3 hours to validate 100,000 mixed domain email addresses. So, if your file has 1 million email addresses in it, naturally you would assume it will take between 10 and 30 hours. But, it's not that simple, grey-listing isn't multiplied. So a file of 1 million emails will take between 3 and 23 hours. The average is more like 7 hours.

You next obvious question is: "If someone is validating a million emails addresses, do I have to wait?" The answer is no, because we have multiple servers that process email addresses across different geographical regions.

Typically, there will be little to no wait for your file to start processing. However, it is possible that if a lot of people submit files all around the same time, there will be a delay before your file starts processing. When we start experiencing high queue times, we start adding additional servers to handle the processing. We use all the resources we need to use in order to take care of our customers.

I downloaded my processed file and it's asking me for a password

ZeroBounce.net takes security of your data seriously. When you download a file, a password will be generated and emailed to you to access that file. The reason why we do this, is to add an extra layer of security. If someone was to comprise your account, they wouldn't have access to your data without that password.

The password you receive in email only applies to the file you downloaded. If you download a file a second time, you will be send a new password to access that file.

Where do I get the PASSWORD to decrypt my downloaded results?

When you download your validated results from Zerobounce.net, we send a password to your email, so you can access the zip file you downloaded.

The password should arrive in email soon after you download your results. Every time you download any results, even if it's the same results, a new password will be sent to you.

We do this for the security of your data, to protect you in case you left your PC unattended or if someone got access to your account. They wouldn't be able to get access to your data without the password that's emailed to you.

2-factor authentication is very important.

Decompression failed when downloading on a Macintosh

If you receive a "Decompression Failed" when attempting to download the ZIP file on a Macintosh computer, as seen below in Safari:

Can't Open File in MacOs / Safari
Can't Open File in MacOs / Safari

This can be fixed with the following resolution:

  1. In Safari Preferences/General, do you have the box 'Open Safe Files after Downloading' ticked?

  2. Try UN-ticking that and restart Safari.

My overview PDF Report appears to be blank

There is a known issue with PDFs and the default OSX PDF viewer. Please open with Chrome or Adobe Reader if you are having issues viewing the report.

How come some emails are missing data append features?

ZeroBounce.net does its best to append additional data to your emails, like "First Name, Last Name, Gender, Etc". The more information you know about your customer, the better you can communicate with them.

We gather this information through reliable third-party sources we have contracts with. Unfortunately, we will not be able to provide this information for all e-mail addresses, because we don't have it and are unable to retrieve it. It's a nice feature we provide for free and sometimes we achieve an over 80% data appends rate. Other times it is under 10%, depending on the list uploaded.

Just to be clear, we never use customer data, as it would be against our Privacy Policy.

How come my results are .zip?

ZeroBounce.net creates a bundle of files for your convenience, separating the different status codes into their own files and adding an overview report. This allows you to segment your list.

Upload the "Valid" file to your mailing platform.

Upload the "Catch-All" file to your mailing platform, but segment them into their own group, if you decide to email catch-all email addresses. Some of them can be invalid.

We also provide back your original list and a list of all the results combined. This way you can view and study your results in different ways.

If you are unable to open a ZIP file, you will need to install a program that can open them. Most Operating Systems come with a built-in ZIP reader.

We recommend downloading Winzip or 7-Zip if you need a tool to extract the files.

How come the total records I submit, sometimes show a lesser amount when validated?

ZeroBounce.net automatically removes duplicate records and malformed email addresses from all files you upload to be processed.

For example, if you upload 1000 emails and 10 of those emails are duplicates, once processing finishes, you will see 990 emails processed. We didn't lose any emails you uploaded, we just eliminated the duplicates.

You are not charged any credits for duplicate or malformed emails. We simply ignore them.

If you click the arrow, next to the file name on the download results screen. You will see why those emails were excluded.

These ignored records will be located in a file that ends with "_rejected.csv" in the the .zip file you download.

Unable To Expand - Archive Utility

If you're using Mac OS, you might encounter this issue when unzipping your downloaded results:

Archive Utility pop up
Archive Utility pop up

There are a few known fixes for this:

Watch The video below and follow the instructions.

For Mac Users Only: How to Unzip a File (Fixing Mac Error 1 - Operation Not Permitted)

The terminal workaround is explained in greater detail below:

  1. Access your Search function by clicking the magnifying glass in the top right corner of your home screen. Search for "Terminal" and double-click this option.

    Open the terminal by clicking the magnifying glass on the top right or pushing command + spacebar
    Open the terminal by clicking the magnifying glass on the top right or pushing command + spacebar
  2. Your terminal will now be displayed on your screen. Type "unzip " with a space after.

    Terminal window
    Terminal window
  3. Drag the protected .zip file into this window and press enter.

    Terminal window
    Terminal window
  4. You will be prompted for a password - denoted by a key character. Access your email to copy the password.

    type "unzip " with a space after "unzip" and then drag the file to the terminal window. The file path should automatically populate like shown above
    type "unzip " with a space after "unzip" and then drag the file to the terminal window. The file path should automatically populate like shown above
  5. Paste the password into the terminal and press enter.

    You will see that your .zip file has been expanded under your user profile in "Users".

    You will be asked to enter a password. The password to unlock the file will be provided to you in an email as shown above. Each time you download a zip file, an email will be sent to you with the unlock password
    You will be asked to enter a password. The password to unlock the file will be provided to you in an email as shown above. Each time you download a zip file, an email will be sent to you with the unlock password
    After successfully entering the zip file password, the file unzip like shown above
    After successfully entering the zip file password, the file unzip like shown above
  6. Enable "Hard disk" under "Show these items on the desktop:" in your Finder settings. This will allow you to access your "Users" folder.

    To access your Finders settings in the top menu, and "select preferences"

    Finder Settings window
    Finder Settings window
  7. Access your "Macintosh HD" drive on your desktop and open the "Users" folder.

    Finder Window
    Finder Window
  8. Open your user folder and you will see the series of .csv files that were unpacked from your .zip file. For a more detailed description of each file click here.

    Unzipped ZeroBounce files in finder window
    Unzipped ZeroBounce files in finder window
    Alternatively, if this process does not work for you, these options are available: Download "The Unarchiver" from the Mac App Store. Download "The Archive Browser" from the Mac App Store. If none of the above fixes work, please contact us.

Where can I get software to open the CSV file?

If you don't have a CSV Viewer, you have plenty of free options available to you.

Google Sheets

There are literally hundreds of other options. If you want to recommend a viewer to add to the list above, please contact us.

Why is my bounce rate high after cleaning?

There are many different factors that will cause emails to bounce that's un-related to whether the actual email address is good or bad.

Here are some examples:
  • Your IP is blocked
  • The content your sending is being flagged as spam
  • You are exceeding the rate limits in place at certain ISP
  • Your email is not configured properly to the RFC Standards
  • Your mailing program is not handling domains that grey-list properly.
  • The recipient blocked you.

Obviously, all of the examples above doesn't mean the email address is invalid. It just means, there are other factors causing bounces that need to be addressed. To understand what's causing the bounce you must have access to your SMTP Logs and you have to analyze the SMTP Codes to determine why.

If you experience a high bounce rate and they are not being caused by any of the above issues we want to know about it. But we need the SMTP Bounce you received, in order to investigate.

Please provide the emails along with the SMTP Bounce message to support@zerobounce.net and we will investigate any issues related with cleaning.

If you review your own SMTP Bounce Logs and determine it's not from the emails being invalid, we put together a guide to help you troubleshoot and configure your email for sending: The complete guide to improve deliverability.

Sorry, we couldn't find <file name> on windows

Windows Excel Unable to Find File Message
Windows Excel Unable to Find File Message

In windows, your file name and path combined can only be 260 characters long. When you access the zip file and then access the file name inside the zip file. It can sometimes go over 260 characters if you uploaded a file with a very long name.

There are a few things you can try to fix the issue:
  • To get around this issue, copy or download the file to your root directory and try to access the file again.
  • You can also extract the files to folder and path with a smaller name.
  • (Advanced) You can modify the registry to allow longer filenames: Instructions
  • You can also contact us and we can modify the name of your file internally to make it shorter.

The CSV I downloaded doesn't format correctly when opened.

When files are uploaded to ZeroBounce, we auto-detect the delimiter used and give you the file back with the same delimiter. Excel doesn't auto detect the delimiter and puts all the data in one column.To correct this issue:
  1. Open a blank worksheet in Excel.

  2. Click on the "Data" tab in the top navigation bar

  3. Click on "From Text" under "Get external Data"

  4. The following screen will pop up.

Then click next and select the delimiter you see in the file, in the example above it's a Tab delimited file. So below I selected Tab, then click Finish.
Then click next and select the delimiter you see in the file, in the example above it's a Tab delimited file. So below I selected Tab, then click Finish.
Then Select the first column A1 and click "OK"
Then Select the first column A1 and click "OK"

FAQ: Creating HAR Files

/frequently-asked-questions/creating-har-files/

What is a HAR file?

HAR is short for HTTP ARchive, which shows a record of all the requests a browser makes with a website.

HAR files are used to troubleshoot any issues users can be having with a website to diagnose performance issues such as:

  • Slow load times
  • Incorrect file formats
  • Missing assets
  • Timeouts with running tasks

How do you Generate a HAR File?

There are different ways of generating a HAR file depending on which browser you are using. Below you will find the methods for the following browsers:Google Chrome, Firefox, Safari,Microsoft Edge, and Internet Explorer 11

Generating a HAR file in Google Chrome

  1. Navigate to the page with the problem
  2. Once you are on the page, use the keyboard shortcut Command+Option+J for Mac to enter Chrome Dev Tools or hit F12 or Control+Shift+I in Linux or Windows.

    If successful, your browser window should display the following screen (DevTools):

    Chrome (v77.0.3865.120 Build 64-bit) DevTools Console Tab
    Chrome (v77.0.3865.120 Build 64-bit) DevTools Console Tab
  3. You should see Console selected on the top left of the new screen.
  4. Click on the network tab and your screen should change to something like below:
    DevTools Network Tab
    DevTools Network Tab
  5. On the network screen, make sure to check the boxes Preserve Log and Disable Cache on the top left. The example above already has both Preserve Log and Disable Cache selected.
  6. Refresh the page to record the network traffic between your browser and the website.
  7. Once the website has completed loading, right click on any of the items listed on the table. A list of options like below should appear:
    Right click options (network tab)
    Right click options (network tab)
  8. Select the option Save all as HAR with content. A dialog box should appear to give you an option to save the file to your computer.
    Select: "Save all as HAR with content"
    Select: "Save all as HAR with content"
  9. You're done! You can now review the file before sending it to us for troubleshooting.

Generating a HAR file in Firefox

  1. Navigate to the page with the problem
  2. Once you are on the page, use the keyboard shortcut Command+Option+I to open the Web Developer Console.

    If successful, your browser window should display the following screen:

    Firefox (v69.0 64-bit) Web Developer Screen
    Firefox (v69.0 64-bit) Web Developer Screen
  3. You should see Console selected on the top left of the new screen.

  4. Click on the network tab and your screen should change to something like below:

    Firefox Web Developer Network Tab
    Firefox Web Developer Network Tab
  5. On the network screen, make sure to check the boxes Persist Log and Disable Cache on the top left.

    The example above already has both Persist Log and Disable Cache selected.

  6. Refresh the page to record the network traffic between your browser and the website.

    The screen should now look like below:

    Firefox Web Developer Network Tab
    Firefox Web Developer Network Tab
  7. Once the website has completed loading, right click on any of the items listed on the table. A list of options like below should appear:

    Options screen
    Options screen
  8. Select the option Save all as HAR. A dialog box should appear to give you an option to save the file to your computer.

    Select: "Save all as HAR"
    Select: "Save all as HAR"
  9. You're done! You can now review the file before sending it to us for review.

Generating a HAR file in Safari

  1. Navigate to the page with the problem
  2. Once you are on the page, use the keyboard shortcut Command+Option+I to open the Safari Web Inspector.

    If successful, your browser window should display the following screen (Web Inspector):

    Safari Web Inspector (Version 12.0.3) Console Tab
    Safari Web Inspector (Version 12.0.3) Console Tab
  3. By default Console is the first screen that is displayed, but it also will open the last window you have used last.
  4. If not already in the Network tab, Click on the Network tab on the top left of the Web Inspector Window and your screen should change to the one like below:
    Safari Web Inspector Network Tab
    Safari Web Inspector Network Tab
  5. On the network screen, make sure to check the boxes Preserve Log and Disable Cache on the top left. The example above already has both Preserve Log and Disable Cache selected.
  6. Refresh the page to record the network traffic between your browser and the website.
  7. Once the website has completed loading, right click on any of the items listed on the table. A list of options like below should appear:
    Right click options (network tab)
    Right click options (network tab)
  8. Select the option Export HAR. A dialog box should appear to give you an option to save the file to your computer.
    Select: "Save all as HAR with content"
    Select: "Save all as HAR with content"
  9. You're done! You can now review the file before sending it to us for troubleshooting.

Generating a HAR file in Microsoft Edge

  1. Navigate to the page with the problem
  2. Once you are on the page, push the F12 key to open the Developer Tools Screen.

    If successful, your browser window should display the following screen (Web Inspector):

    Microsoft Edge Developer Tools (v44.17) Elements Tab
    Microsoft Edge Developer Tools (v44.17) Elements Tab

    By default the Elements screen is the first displayed.

  3. If not already in the Network tab, Click on the Network tab on the top left of the Web Inspector Window and your screen should change to the one like below:
    Microsoft Edge Developer Tools Network Tab
    Microsoft Edge Developer Tools Network Tab
  4. On the network screen, refresh the page so that the browser records network activity from initial load.
  5. Once the website has completed loading, click on the Floppy Icon (Shown Below) to save the HAR file.
    Click on the floppy icon to save the network activity (HAR)
    Click on the floppy icon to save the network activity (HAR)
  6. You're done! You can now review the file before sending it to us for troubleshooting.

Generating a HAR file on Internet Explorer 11

  1. Navigate to the page with the problem
  2. Once you are on the page, push the F12 key to open the Developer Tools Screen.

    If successful, your browser window should display the following screen (Web Inspector):

    Internet Explorer Developer Tools (v11.8) Elements Tab
    Internet Explorer Developer Tools (v11.8) Elements Tab

    By default the Console screen is the first displayed.

  3. If not already in the Network tab, Click on the Network tab on the top left of the Web Inspector Window and your screen should change to the one like below:
    Microsoft Edge Developer Tools Network Tab
    Microsoft Edge Developer Tools Network Tab
  4. On the network screen, refresh the page so that the browser records network activity from initial load.
  5. Once the website has completed loading, click on the Floppy Icon (Shown Below) to save the HAR file.
    Click on the floppy icon to save the network activity (HAR)
    Click on the floppy icon to save the network activity (HAR)
  6. You're done! You can now review the file before sending it to us for troubleshooting.