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Submitting A Network Activity Report

When encountering issues using Steam web services, it may be helpful to record the behavior and submit a diagnostic report to Steam Support. Some common issues that can be better understood with a report:

  • Purchase failures
  • Community errors
  • Page load issues

What type of report is needed?

Tools included with your browser can organize and record network operations. This information can be used to determine the underlying cause(s) of specific issues encountered while using Steam:

Chrome Network Evaluation

Internet Explorer Network Capture

These tools capture all network operations respective to the browser session that they are recording. These operations result from interaction between the browser and web pages, including all data being sent and received during the recorded session.

None of this information is automatically sent to Valve. If you are working with Valve on a customer support issue, you can choose to send the report. Valve will use the information you recorded to assist with your customer support issue, and will protect the information in accordance with Valve's privacy policy.

Unencrypted Data Warning

All information being sent and received will be recorded by the tool in its unencrypted state. This can include billing information, sensitive payment details, and other form data that you enter during the recording process. We ask that you remove any of this information prior to submitting. Instructions on doing so can be found at the bottom of this article.

 

How to create and submit a report

 

Chrome:

  1. Open the Chrome developer tool using the default shortcut (F12 on Windows, Ctrl + Shift + i on Linux, and Cmd + Opt + i on OS-X). Alternatively, the developer tool can be opened by navigating to the Chrome menu at the top-right of your browser window, then selecting Tools > Developer Tools.
  2. Select the Network tab at the top-left of the developer tool. From here, ensure that the red light is on, indicating that network traffic is being recorded.
  3. Now, you will need to refresh the webpage and reproduce the steps that led to your issue. You should see a number of entries being created in the Network table.
  4. Finally, right-click anywhere within the table and select 'Copy all as HAR'. This will copy the contents of the log to your system clipboard, allowing you to paste the contents into a notepad .txt file, which can be submitted to Steam Support.

 

Internet Explorer:

  1. Open the IE developer tool using the default shortcut (F12 on Windows, Ctrl + Shift + i on Linux, and Cmd + Opt + i on OS-X). Alternatively, the developer tool can be opened by selecting 'F12 Developer Tools' from the Tools dropdown in the IE browser toolbar.
  2. Select the Network tab at the top-left of the developer tool. There should be a green play icon in the developer toolbar, indicating that network traffic is not yet being recorded.
  3. Now, you will need to refresh the webpage, press the green play icon, and reproduce the steps that led to your issue. You should see a number of entries being created in the Network table.
  4. After stopping the recording by pressing the red stop icon, you will want to export the data as an .xml file by selecting the 'export capture traffic' icon in the toolbar. This document can be attached to your Steam Support ticket.

 

Removing sensitive information from your report

If you are submitting a report related to purchasing issues, where you were required to enter payment information, we ask that you edit the .txt or .xml file and remove that data.

  1. Open the .txt or .xml file that you generated using the developer tool.
  2. Use your operating system's 'find' function to search the document for any instances of your credit card number.
  3. Delete this information and save the document.

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