Welcome to Perfecto Support

Solutions for Device: Offline/Busy
Device Recovery
  1. Login to your Perfecto cloud.
  2. Click the Launch Mobile button.
  3. In the list of devices that appear in the Launch Mobile dialog, single click the device that is Offline.
  4. Click the Recover button at the bottom of the dialog.
  5. Wait at least 3 minutes then try to open the device.

Mobile Device Management Lockout Policy
If the the device is locking due to a Mobile Device Management policy, we can prevent this problem by configuring your cloud's device timeout period to be shorter than the MDM lockout period. For more information, see this KnowledgeBase article. Please open a case and we'll take care of this for you.

Possible causes
  • Device was reserved by someone else.
  • Device was disconnected from your cloud due to a requested swap. If so, please click Swap above (if you have the authority).
  • Device passcode lock engaged due to reboot or upgrade.
  • Device passcode lock engaged due to lack of interaction within the timeout period of a Mobile Device Management tool.
  • Device failed due to defective battery. Request a new device.
  • If device is a tablet, continuous use drained battery faster than it could recharge (tablet design issue).
Troubleshooting Networking Problems
Troubleshooting WiFi Connections
  1. Try browsing to a popular website like www.google.com, if this works, your problem is not related to WiFi connectivity. See other Troubleshooting steps below.
  2. Enable Airplane Mode and disable it after waiting 5 seconds
    (see steps for iOS and Android). Check again.
  3. Reconnect to Perfecto SSID (steps for iOS). Check again.
  4. Reboot the device. Check again.
Troubleshooting Cellular Connections
  1. Note: If the device has both cellular and WiFi connectivity, WiFi is used by default.
  2. To know if a device has a SIM installed, look at the top status line on the device and check for cellular connectivity.
  3. Turn off WiFi and check again (steps: iOS).
Still have a problem? Please refer to:
Possible causes
  • User turned off device's WiFi
  • User connected device to non-Perfecto WiFi SSID (now or in the past and device is switching to it due to signal strength)
  • Customer's test environment networking changed
  • Network Virtualization is not enabled for your device
Solutions for Device: App
How to fix App-related Issues
  1. Log into your Perfecto cloud.
  2. Click the Launch Mobile button.
  3. In the list of devices that appear in the Launch Mobile dialog, Open the device experiencing the issue.
  4. For iOS App issues, please see KnowledgeBase article: Troubleshooting iOS App Installs.
  5. For Android App issues, please see KnowledgeBase article: Troubleshooting Android App Installs.
Apps fail to Upload to the Repository
  1. Follow Steps 1 to 3 above.
  2. Upload your app using the repository in the Perfecto Lab View.
  3. If you receive an error that the app exceeds the allowed size to upload, please see KnowledgeBase article: Troubleshooting Media Uploads.
Possible causes
  • App is not signed with the device ID or developer certificate
  • App does not support the device or OS version
  • App size exceeds the current maximum upload size for apps
  • App will not start
  • Failed install error due to size warning and/or an invalid UDID
  • App exceeds the allowable size for app installs
Solutions for Device: Upgrade
Please click Open Support Case button below to request a device upgrade. Having Perfecto perform the upgrade for you will ensure it doesn't go offline.
Solutions for Device: Swap
Please click Open Support Case button below to request a device swap. To speed up the process, please be sure to tell us which device you'd like to remove. If you need swaps often, it's an indication you need more licenses so devices can be left online.
Solutions for Device: Performance
How to address Performance-related Issues
  1. Review the KnowledgeBase article: Perfecto's Bandwidth Requirements.
  2. Make sure that the minimum requirements for bandwidth are met by running the related test for your location.
  3. If the bandwidth is too low for cloud use, please contact your local IT support for assistance to increase bandwidth.
How to address Slow Manual Device Interaction
  1. Log into your Perfecto cloud.
  2. Click the Launch Mobile button.
  3. In the list of devices that appear in the Launch Mobile dialog, open the device experiencing the issue.
  4. Perform the test in KnowledgeBase article: Perfecto's Connectivity Test.
  5. If the results exceed the minimum bandwidth requirements, Open a Support Case below for further assistance.
How to address Image Mode on Devices
  1. Follow Steps 1 to 4 above.
  2. Ensure your bandwidth meets the minimum requirements for cloud use.
  3. Contact your IT team to allow cloud access as per the KnowledgeBase article: Image Mode.
Possible causes
  • Manual actions on devices are taking 8 seconds or more per command
  • Testers do not have enough bandwidth to use the cloud
  • Security options are slowing down the connection to the cloud
  • Testers are using virtual desktops that are slowing the connection to the cloud
  • End users are in Image Mode
Solutions for Device: Other
Check out our Product Documentation.
Try a KnowledgeBase Search for an answer.
Solutions for Browser: Launch
How to fix Web Desktop Launching Issues
  1. Log into your Perfecto cloud.
  2. Click the Launch Web button.
  3. In the list of capabilities that appear in the Launch Web dialog, set your capabilities and click Open.
  4. If you receive a WFA-500-0000 error, please check your capabilites per KnowledgeBase article: Automating Web Apps with Perfecto
How to fix Automation Issues Launching Desktop Web
  1. First, follow steps 1-4 as listed above.
  2. If you receive a WFA-401-0000 error, please use a security token per KnowledgeBase article: Not Authorized for Browser Testing
Possible causes
  • User is not authorized to use Browser licenses
  • User is not using the securityToken option
  • User needs to refresh expired security token
  • The cloud is not configured to use Browser licenses
  • Capabilities for Browser selection are incorrect
Solutions for Browser: Slow
How to fix Slowness in Web Desktop Browsers
  1. Log into your Perfecto cloud.
  2. Click the Launch Web button.
  3. In the list of capabilities that appear in the Launch Web dialog, Set your capabilities and Open the device.
  4. If you are in Image mode, please see this KnowledgeBase article for the solution: Web Cradle Image Mode
Possible causes
  • User is working with our slower web service and not the /fast option for automation
  • User may be in Web Cradle Image Mode
Solutions for Browser: Page Interaction
Supported Web Desktop Browsers
Validate user is not in Image Mode
  1. Log into your Perfecto cloud.
  2. Click the Launch Web button.
  3. In the list of capabilities that appear in the Launch Web dialog, Set your capabilities and Open the device.
  4. If you are in Image mode, please see this KnowledgeBase article for the solution: Web Cradle Image Mode.
Verify that the browser is not in Private Browsing mode
  1. Follow steps 1 to 3 above.
  2. Please refer to KnowledgeBase Article: How to Fix Website/Apps that have Connectivity Issues.
  3. Turn off the Private Browsing as listed in this article.
Possible causes
  • User is attempting to open an unsupported browser version
  • User may have turned on private browsing mode
  • User may be in Web Cradle Image Mode
Solutions for Browser: Network
Supported Web Desktop Browsers
Verify the health of the Test Website
  • Confirm the test website can be reached on the public internet
  • If the test website is an Intranet (private) test site and not public internet facing. Please see KnowledgeBase article: Accessing Intranet (Internal) Test Sites.
Verify browser is not in Private Browsing mode
  1. Log into your Perfecto cloud.
  2. Click the Launch Web button.
  3. In the list of capabilities that appear in the Launch Web dialog, set your capabilities and click Open.
  4. Please refer to KnowledgeBase Article: How to Fix Website/Apps that have Connectivity Issues.
  5. Turn off Private Browsing as listed in the article above.
Possible causes
  • Test website may be an Intranet and require a VPN/GRE tunnel
  • Test website may be using both public and private web elements
  • User is attempting to open a non-supported Browser version
  • User may have turned on private browsing mode
Solutions for Browser: Page Not Displayed Correctly
Supported Web Desktop Browsers
Verify the health of the Test Website
Verify browser is not in Private Browsing mode
  1. Log into your Perfecto cloud.
  2. Click the Launch Web button.
  3. In the list of capabilities that appear in the Launch Web dialog, set your capabilities and click Open.
  4. Please refer to KnowledgeBase Article: How to Fix Website/Apps that have Connectivity Issues.
  5. Turn off Private Browsing as explained in the article above.
Possible causes
  • Websites render differently for specific browsers
  • Test tebsite may have unique connectivity requirements
  • User may have turned on Private Browsing mode
Solutions for Browser: Other
Check out our Product Documentation.
Try a KnowledgeBase Search for an answer.
Solutions for Automation: Execution Error
Review the Details in the Execution report
  1. Open your execution report results.
  2. Locate the error in the report and open the details. Most errors will be listed in the execution report.
  3. If the error is unfamiliar, please Open a Support Case below.
  4. If the error is with object identification, please click Object Identification Issue icon above.
Possible causes
  • Objects can change between operating systems (iOS vs. Android).
  • Application is hybrid and is not using instrumentation to expose document object model (DOM) elements.
  • The device is low on resources and needs to be power cycled.
  • Moving to iOS 11 requires object identifiers to be updated because Apple moved from UIAutomation to XCUITest.
Solutions for Automation: Object Identification
Review the Details in the Execution report
  1. Open your execution report results.
  2. Locate the error in the report and open the details. Most errors will list in the execution report.
  3. Ensure the test is using a supported mobile device browser. Please see KnowledgeBase Article: Supported Mobile Browsers for Object spy.
  4. If working with a hybrid application, verify the app is installed with WebView instrumentation. Please see KnowledgeBase Article: Detecting Hybrid Elements with Object Spy.
  5. If the error is unfamiliar, please Open a Support Case.
Possible causes
  • Objects can change between operating systems (iOS vs. Android).
  • App is hybrid and not using instrumentation to expose Web document object model (DOM) elements.
  • A proper timeout parameter is not defined in the object find/click/set/info command.
  • Too many tabs are open in the mobile device browser.
  • Test is trying to run on an unsuppported mobile device browser.
  • The device is low on resources and needs to be power cycled.
  • Moving to iOS 11 requires object identifiers to be updated because Apple moved from UIAutomation to XCUITest.
Solutions for Automation: Reporting
DigitalZoom Reporting is not Working
  1. Ensure the test is using the DigitalZoom SDK. Please see the following KnowledgeBase Article: DigitalZoom Reporting.
  2. Enable the startTest and endTest functions within your test.
  3. Ensure the securityToken being passed to the cloud, is still valid.
Reporting Center is showing in Unknown Status
  1. Follow steps 1 and 2 above.
  2. Review the script and ensure there is a method to complete endTest, as listed in our DigitalZoom reporting documentation.
Certain Reports are Invisible to Users
  1. Some clouds prevent the public sharing of reports between users.
  2. Contact the owner of the report that is invisible and ask them to share access.
Possible causes
  • DigitalZoom SDK is not installed to the script.
  • Customer securityToken has expired.
  • Clouds limits report visibility to owner.
Solutions for Automation: Plug-in or API
New Features between Cloud Versions are Unavailable
  1. Ensure your IDE has the correct Perfecto plug-in for your cloud version. Please see this KnowledgeBase article: IDE Plugin Installation.
  2. Update your plug-in to match your cloud version.
User is Unable to Execute HTTP API Commands
  1. Verify your username and password are valid for your cloud.
  2. If using securityToken, verify your securityToken is valid for your cloud.
  3. Please see the following KnowledgeBase Article: Troubleshooting HTTP API for common solutions to solve HTTP API errors.
Possible causes
  • User cannot execute the API command due to invalid username/password credentials.
  • Customer security token has expired.
  • User is trying to execute Administrator-only HTTP API commands.
Solutions for Automation: Execution Slow
Verify if Perfecto Lab Plug-in is up to date
  1. Ensure your IDE has the correct Perfecto plug-in for your cloud version. Please see this KnowledgeBase article: IDE Plugin Installation.
  2. Update your plug-in to match your cloud version.
Automated Tests are Running Slower than Expected
  1. Review the existing scripts being run.
  2. Best Practices: please see the following KnowledgeBase Article: Enhancing Stability for Automation.
Possible causes
  • Devices on iOS 10 that are using XCUITest will perform slower than iOS 11 devices during automation.
  • Running tests may be using additional waits that are not needed with newer methods.
Solutions for Automation: Other
Check out our Product Documentation.
Try a KnowledgeBase Search for an answer.
Solutions for Cloud: New User
Please ask the Perfecto Cloud Administrator within your organization to create a new account for you.
Solutions for Cloud: Configuration
Check out our Product Documentation.
Try a KnowledgeBase Search for an answer.
Solutions for Cloud: Product Info
Check out our Product Documentation and Release Notes.
Try a KnowledgeBase Search for an answer.
Solutions for Login Problems to your Cloud
How to Reset Your password
  1. Go to the login page of your cloud.
  2. Click Forgot Password?
  3. Enter the email address you use as a username and click Submit. Note: this must be a valid email address.
  4. Look for the email we send you with the Subject MobileCloud Sign in Assistance from [email protected]. Be sure to check your Junk Email if you don't see it in your Inbox.
If all users of your cloud are unable to login, it could indicate a Single Sign-On problem. Please open a Support Case.
If no users are able to login to your cloud
Please Open a Support Case below to report the outage.
Solutions for Cloud: Other
Check out our Product Documentation.
Try a Knowledge Base Search for an answer.

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