Contacting Customer Support

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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

  • 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 test execution issues

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

  • Name of the affected 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 the log file for investigation

  1. Move a Scenario to the remote workspace.

  2. Grant Access to remote workspace data

    • Navigate to Settings (settings icon) > Organization Settings, turn on the setting for Allow Support to get access to Remote Workspace data. This will enable the Customer Support team to access scenarios stored in the remote workspace for investigation.

    • You can turn this setting off at any time.

  3. Prepare your workstation

  4. Run your scenario

    • Run the scenario in the cloud environment to confirm the issue and generate the relevant application logs.

    • f the issue does not reproduce in the cloud environment, please refer to When a Debug Trace is Necessary to obtain a debug trace from a local run.

  5. Export Test Results

    1. Follow the instructions in Exporting Test Results to export the test results as a PDF file.

  6. Collect Files to Send to Customer Support

      • Autify Nexus log files (see Finding Autify Nexus Log Files)

      • Test results PDF

      • Debug trace .zip file (if the issue does not reproduce in the cloud environment)

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

  1. When you run a test locally, click Settings (settings icon) > Debug > Create debug traces when executing tests locally to enable trace mode.

  2. Run the scenario.

  3. Click Debug Trace ()on the top right of the execution results to save the debug trace to your downloads folder.

  4. The file will be named 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.

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.

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