Contacting 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 Support page.
Click “Send us a message” to begin the chat.
Note: You can insert line breaks in your message by pressing Shift + ENTER.

If you are using the self-hosted version, you can use chat support from the dedicated support page.

Access the dedicated support page.
Enter your username or email address and password to log in.
Click the contact icon at the bottom right of the support page.
Click Start a conversation to begin the chat.
Note: You can insert line breaks in your message by pressing Shift + ENTER.

For customers using the self-hosted version
Your account representative will provide you with information about the dedicated support page. If you have any questions, please contact your account representative.
Please note that the username and password for the dedicated support page are different from the ones you use for the self-hosted version of Autify Nexus.
Please contact your account representative for details.
Inquiries about setup and updates
If an issue occurs during the setup or maintenance of a Nexus server or CTX server, you will need to provide different information from normal inquiries. Please refer to "Issues during setup or updates for the self-hosted version" and prepare the necessary information.

Contacting us via email

If you are using the self-hosted version, you can also contact us 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
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

Regarding Issues During Test Execution

If you encounter any issues during test execution, you can contact Customer Support directly from the Test Result Details screen.

Please follow the steps below to contact us with the necessary information:

Open the Test Result Details screen for the failed test.
In the Error Details area of the failed step, click Get Support.
In the Data section of the dialog, select the data you wish to share (Scenario, Test Result, and Trace File).
Enter the details of the problem in the Details section.
Click Submit.
- A folder containing the support files will be exported to your Downloads folder.
- A support page will open in your browser and a chat will start automatically (the scenario name and error details will be pre-filled).
Manually attach the exported support file in the chat window and send your message.
Answer questions from the chat.

When a Debug Trace is necessary

If an issue only reproduces during a local run or if our Customer Support team can't reproduce the problem, we may ask you to provide a debug trace.

Run the Scenario with Trace Mode Enabled

When you run a test locally, click Settings () > Debug > Create debug traces when executing tests locally to enable trace mode.
Run the scenario.
Click Debug Trace ()on the top right of the execution results to save the debug trace to your downloads folder.
The file will be named AutifyNexus_trace_<SCENARIO NAME>_<DATE TIME>.zip.

If the trace file size exceeds 30 MB, it will be saved as a separate ZIP file in your Downloads folder. Please ensure that you also attach this file to the chat when contacting support.

Issues during setup or updates for the self-hosted version

If an issue occurs during the setup or maintenance of a Nexus server or CTX server, please send us the following information:

The OS name and OS version running on the server
All log files under the nexus-server/data/logs directory
A screenshot or copied text showing the executed commands and their output

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.