Collect HAR file, developer console logs, and traceroute

When you reach out for help about an issue with your design or if Canva is running slow, we usually ask you to try a few solutions to understand what causes the problem you’re experiencing first.

If the issue remains unresolved, our Support team will ask you to follow these troubleshooting steps:

• Record the HAR file
• Save the developer console logs or
• Check your network’s speed

Here are the steps to guide you through the process.

A HAR file is a recording of your browser session capturing the network traffic between Canva and your web browser. Our engineers can track which activity caused an error through the HAR file and provide the appropriate resolution.

1. Log in to Canva in Google Chrome, then go to the page causing the issue.
2. On Google Chrome address bar, click the
   (three-dots button). Scroll down to More Tools > Developer Tools.
3. From the panel that appears, select the Network tab. Note: By default, Chrome autostarts recording when you click the Network tab. To stop recording, click Stop recording network log.
4. Check the Preserve log box to ensure logs won’t get cleared if the page reloads.
5. To start recording with a clean slate, click the Clear network log button (next to the Record button). Doing this will clear out any existing logs from the Network tab.
6. Click the Record button (Record network log) and repeat the steps you’ve taken in Canva to capture the issue. Once done, click the Record button (Stop recording network log).
7. Save the file to your computer by clicking the download button (Export HAR)

8. Log out of your account and upload the file to your ticket so we can analyze it.

1. Log in to Canva in Firefox, then navigate to the page causing the issue.
2. Open the Network Monitor.
3. Refresh the page and repeat the steps you’ve taken in Canva to capture the issue. Note: Firefox records automatically while monitoring the browser activity.
4. If you’ve captured the issue accurately, right-click anywhere on the grid of network requests, select Save All As HAR, and save the file to your computer.
5. Log out of your account and upload the file to your ticket so we can analyse it.

1. Log in to Canva in Safari, then go to the page causing the issue.
2. Go to the Develop menu. If you don't see the Develop menu, follow the instructions in this article from the Safari User Guide: Use the developer tools in the Develop menu in Safari on Mac.
3. Select Show Web Inspector, then click the Network tab to switch to network monitoring. Note: By default, Safari records automatically when the developer tools are open.
4. Refresh the page and repeat the steps you’ve taken in Canva to capture the issue. To stop recording, click the Record button.
5. Click the Export icon in the Network tab and save the HAR file.
6. Log out of your account and upload the file to your ticket so we can analyze it.

1. Log in to Canva in Edge, then go to the page causing the issue.
2. Open the Network tool.
3. Click the Record button in the Network tab.
4. In Canva, repeat the steps you’ve taken to capture the issue. To stop recording, click the Record button again.
5. Right-click anywhere on the network panel, select Save all as HAR, and save the file to your computer.
6. Log out of your account and upload the file to your ticket so we can analyse it.

We’ll ask for the developer console logs to check for messages or errors you’re experiencing that may be related to Canva’s features and functions.

1. Log in to Canva in Google Chrome, then navigate to the page causing the issue.
2. On Google Chrome address bar, click the
   (three-dots button). Scroll down to More Tools > Developer Tools.
3. From the panel that appears, select the Console tab.
4. In Canva, repeat the steps you’ve taken to capture the issue. The Console tab will generate messages, errors, or warnings to help us identify and solve the issue.
5. Right-click anywhere on the Console tab, select Save as, and save the file to your computer.
6. Log out of your account and upload the file to your ticket.

1. Log in to Canva in Firefox, then go to the page causing the issue.
2. Open the Network Monitor.
3. From the panel that appears, select the Console tab.
4. In Canva, repeat the steps you’ve taken to capture the issue. The Console tab will generate messages, errors, or warnings to help us identify and solve the issue.
5. If you capture the issue, right-click on any message in the Console tab, select Save all Messages to File, and save the file to your computer.
6. Log out of your account and upload the file to your ticket so we can analyze it.

1. Log in to Canva in Safari, then go to the page causing the issue.
2. Go to the Develop menu. If you don't see the Develop menu, follow the instructions in this article from the Safari User Guide: Use the developer tools in the Develop menu in Safari on Mac.
3. Select Show Web Inspector, then click on the Console tab from the panel that appears.
4. In Canva, repeat the steps you’ve taken to capture the issue. The Console tab will generate messages, errors, or warnings to help us identify and solve the issue.
5. Once done, click anywhere in the Console tab, then press Command + s on your keyboard. Save the file on your computer. If that doesn’t work, you may screenshot the whole page.
6. Log out of your account and upload the file to your ticket so we can analyse it.

1. Log in to Canva in MS Edge, then go to the page causing the issue.
2. Open the Network tool.
3. Select the Console tab from the panel that appears.
4. In Canva, repeat the steps you’ve taken to capture the issue. The Console tab will generate messages, errors, or warnings to help us identify and solve the issue.
5. Right-click on any message in the Console tab, select Save as, and save the file to your computer.
6. Log out of your account and upload the file to your ticket.

We’ll ask for a traceroute to check for latency affecting network communication between your device and server.

1. Open the Command Prompt application. Select the Start button > type cmd > select Command Prompt from the list.
2. Input "pathping www.canva.com." Wait for a few minutes for the command to complete. Once done, It'll print out “Trace complete.”
3. Copy the output and upload it to the ticket.

1. Open the Terminal application on your Mac. You can find it in the Utilities folder in the Applications folder.
2. Input traceroute -S -q 30 www.canva.com; echo “Trace complete.” Wait for a few minutes for the command to complete. Once done, It'll print out “Trace complete.”
3. Copy the output and upload it to the ticket.