How to contact Customer Support

Before reporting an issue to our Customer Support team, we ask that you prepare some information to help us try and resolve your issue as fast as possible.

How to contact Customer Support

For existing customers

Contacting us via chat

If you are using the Cloud version (authenticated via a server URL), we accept inquiries through chat.

Log in to Autify Nexus.
Click the “Support” button in the left-hand navigation bar.
Click the inquiry icon at the bottom right of the Customer Support page.
Click “Send us a message” to begin the chat.
Note: You can insert line breaks in your message by pressing Shift + ENTER.

Contacting us via email

If you are not using the Cloud version, we accept inquiries via email.

For details on how to contact us, please reach out to your account representative.

For prospective customers

If you're interested in Autify Nexus, please contact us using this inquiry form.

What information should you provide?

For general inquiries

You don’t need to prepare any specific information. Contact our Customer Support team with your inquiry.

For Autify Nexus issues

Required information

When reporting an Autify Nexus issue, provide the following information for our Customer Support team to review:

The version of Autify Nexus that you are using
Operating system (OS) and OS version of the device being used
Browser at the time the issue occurred
Steps to reproduce your issue
A screenshot or screen recording showing any errors that occurred
An export of any impacted scenarios in .autifyscenario format
Autify Nexus log file

Finding your Autify Nexus log file

You can access Autify Nexus log file in your file explorer by clicking Settings ( settings icon ) > Debugging > Show log file.

The application log file main.log is located at the following file paths.

Windows

C:\Users\<USER>\AppData\Roaming\autify-local\logs\main.log

macOS

~/Library/Logs/Autify Nexus/main.log

Additional information for issues with test execution

Required information

In addition to the information above, prepare the following information:

A brief description of what the website or web application does
A brief description of what your scenario tests
If there is a specific step that is failing, describe what you are trying to test or achieve by using that step
An export of the impacted scenario in .autifyscenario format (see Exporting your scenario)
Whether or not our Customer Support team can execute the scenario that you have provided

Then, follow the steps below to create the logs and files that will help us solve your issue.

Prepare your workstation

Delete the current application log file (see Finding your application log file) and restart Autify Nexus.

Run your scenario with trace mode enabled (local test execution issues only)

Enable trace mode by clicking on Settings () > Debugging > Save debug traces when executing tests locally
Run your scenario
Disable trace mode by clicking on Settings () > Debugging > Save debug traces when executing tests locally
Click Debug Traces () on the top right of the test result page to save the debug trace to your Downloads folder.
The file name will be of the form AutifyNexus_trace_<SCENARIO NAME>_<DATE TIME>.zip.

Note that if the trace log file is over 30MB in size, it will be automatically saved to your Downloads folder and will not be available on-demand via the corresponding test result page.

Run your scenario (cloud test execution issues only)

Run your scenario to confirm that the issue is still occurring, and to generate any relevant application logs.

Export test results

Follow the instructions in Exporting test results to export your test results as a PDF file.

Gather the files to send to Customer Support

Gather copies of the files you created to send to Customer Support:

Autify Nexus log file (see Finding your Autify Nexus log file)
Debug trace zip file
Test results PDF

Sending the information to Customer Support

Once you have prepared all of the information and gathered applicable logs and files, send everything to our Support team via email.