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Troubleshooting

All things related to troubleshooting Countercyclical.

Please reach out to directly at support@countercyclical.io if none of the following tips help resolve your issue(s)

I'm having trouble logging into my account.

Sometimes when we make updates to the platform, though incredibly rare, you might need to clear your cookies and local cache.

You can learn more about how to clear your cache and cookies below:

If this does not resolve the problem, please reach out to us at support@countercyclical.io and we'd be more than happy to help you!

I can't access Countercyclical altogether.

In the rare event that you can't access Countercyclical altogether, it may be for one, or a combination of, the following issues:

  • Check our status page to see if we're experiencing any downtime for maintenance.

  • Try logging in on a different browser. Countercyclical works best on all modern browsers.

If this problem persists, please reach out to us at support@countercyclical.io

Creating and Sharing a HAR File

A HAR (HTTP Archive) file records the network activity between your browser and Countercyclical. HAR files help our support and engineering teams diagnose issues such as:

  • Pages that fail to load

  • API request failures

  • Authentication or login problems

  • Slow performance

  • Unexpected errors

  • Data synchronization issues

  • Browser-specific issues

Providing a HAR file alongside screenshots, screen recordings, and a description of the problem often allows us to resolve issues significantly faster.

1. Before You Begin

To capture a useful HAR file:

  1. Open a new browser tab.

  2. Sign in to Countercyclical.

  3. Open your browser's Developer Tools.

  4. Start recording network activity.

  5. Reproduce the issue from start to finish.

  6. Export the HAR file.

  7. Sanitize the file before sharing.

  8. Attach the sanitized HAR file to your support request.

HAR files may contain sensitive information such as session cookies, authorization headers, and request payloads. Modern Chromium browsers export sanitized HAR files by default, but we still strongly recommend sanitizing your file before sharing it.

2. Walkthrough

Step 1: Open Developer Tools

Mac

  • ⌘ + Option + I

Windows

  • Ctrl + Shift + I

Step 2: Open the Network Tab

Select Network from the top navigation within Developer Tools.

Step 3: Enable Recording

Verify:

  • The red recording indicator is enabled.

  • Preserve log is checked.

  • Disable cache is checked (recommended).

Step 4: Reproduce the Issue

While recording:

  1. Navigate through Countercyclical.

  2. Perform the actions that cause the issue.

  3. Wait until the issue occurs completely.

Try to capture only the workflow that reproduces the problem.

Step 5: Export the HAR File

In the Network tab:

  • Click the Export HAR button (download icon), or

  • Right-click any network request and select Save all as HAR

Chrome supports exporting sanitized HAR files that remove common sensitive headers such as cookies and authorization tokens.

3. Sanitize Your HAR File Before Sharing

HAR files can contain:

  • Session cookies

  • Authentication tokens

  • Authorization headers

  • Request payloads

  • Personal information

We strongly recommend sanitizing HAR files before sending them to Countercyclical support.

HAR files are valuable troubleshooting tools, but they can expose sensitive session data if shared without review.

Recommended HAR Sanitizer

Cloudflare HAR Sanitizer

Cloudflare HAR Sanitizer

The sanitizer runs entirely client-side within your browser, meaning the contents of your HAR file are not uploaded to Cloudflare during sanitization.

Submitting a Support Request

When contacting Countercyclical Support, include:

Required

  • HAR file (sanitized)

  • Description of the issue

  • Steps to reproduce

  • Date and time the issue occurred

  • Browser and version

Helpful Additions

  • Screen recording

  • Screenshots

  • Console errors

  • User email address associated with the account

Best Practices for Faster Resolution

Capture Immediately After the Issue Occurs

The shorter the recording window, the easier it is to isolate the root cause.

Use an Incognito/Private Window

This helps eliminate browser extensions and cached data as potential causes.

Capture Only Relevant Activity

Avoid recording unrelated browsing activity before reproducing the issue.

Include Timestamps

If possible, tell support exactly when the error occurred during your recording.

Example:

Error occurred at approximately 10:42:15 AM PST after clicking "Create Report."

Attach a Screen Recording

A HAR file shows what the browser did. A screen recording shows what you saw. Together, they dramatically reduce debugging time.

FAQs

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