If you've already whitelisted your network for ScreenCloud's services, but still encounter display issues with apps or items on your screens, it's possible that another service needs whitelisting for your region. To diagnose this, you can use Google Chrome to generate a HAR file which you can send to our support team.
What is a HAR file? A HAR (HTTP Archive) file is a JSON-formatted log of a web browser's interactions with a web server during a browsing session. It contains detailed information about each HTTP request and response, including headers, timings, and content.
Google Chrome's Developer Tools include a Network tab for recording HTTP traffic, which provides users with the ability to create and download HAR files. By replicating the issue while pairing a screen to the ScreenCloud URL player, Chrome can help capture real-time network activity that can then be exported to support. The team can then study your network environment and hopefully diagnose the underlying issue that is causing certain apps or pieces of content to not display on your screens.
You can follow the step-by-step instructions provided below to see how to record and send a HAR file. Please ensure you perform these steps on the network that is causing your screens to experience an issue with an app or item.
How to capture your network activity as an HAR file using Google Chrome
1. Open the Google Chrome browser on a computer connected to the same network as the screens that are experiencing issues with an app or service
2. Open the ScreenCloud URL or browser player: https://player.screen.cloud/browser/index.html
3. With the pairing code, pair a new screen to your ScreenCloud account - You can set up a Preview Screen so that you don't create or use an existing license.
4. Set the affected item on the ScreenCloud URL player, or set a playlist or channel that contains the affected item. Make sure the content (file or app) is displaying the same issue that appears on your screens.
5. Download the .har file from the browser:
i) Right-click the ScreenCloud browser player (with your content showing the failed app) and click Inspect
ii) Find the Network settings
iii) Tick the box for Disable cache
iv) Click the Clear network log button
v) Click the Refresh button for the browser
vi) Click the download button, which displays Export HAR… as you hover your mouse over it.
vii) Save the .har file
6. Send the .har file by email, by attachment, to the support agent you are speaking with.
If you are opening a new support request with our team, please reach out to [email protected] and make sure to explain your issue and attach the .har file.