At Autify Customer Support, we strive to help you solve your challenges every day. However, due to the nature of our product and support scope, there are some inquiries we are not able to address.
Investigating large scenarios with over 200 steps
Currently, there is no limit to the number of steps you can have in a scenario, but we only provide support up to the 200th step. If a problem occurs after the 200th step, we may decline to investigate the cause of the issue.
Therefore, if you wish to request an investigation, please create a scenario specifically for the investigation before contacting us so that the section in question is within the first 200 steps.
You can read about why we only offer support for the first 200 steps here.
Cases where workarounds cannot be provided due to compatibility with the application under test
Issues may arise due to compatibility between the application under test and Autify’s test execution environment.
While we generally try to provide workarounds, if the investigation requires deep analysis of the application’s implementation, it may not be possible to offer a solution.
Inquiries about outages
In the event of an Autify outage, we will do our best to notify you and resolve the issue promptly.
However, due to security reasons, we may not be able to provide detailed information about the cause of the outage.
Inquiries about Autify’s internal details
At Autify, we are constantly developing and improving various features to improve the maintainability of automated testing, but depending on the scenario and compatibility with your application, they may not work as expected.
We will continue to make improvements based on your feedback, but we may not always be able to provide detailed explanations when reporting the results of our investigations.
Investigating the cause of 5xx errors
In general, 5xx errors that appear on the test execution result screen or in the browser logs are caused by communication issues between the test execution browser and your application. For this reason, the cause of the error is highly dependent on the specifications of the application under test, and it is difficult for Autify to provide a detailed breakdown or investigate the specific cause.
We apologize for the inconvenience, but we kindly ask that you handle the detailed investigation of the browser log error content.
Workarounds
If something cannot be tested with Autify's features alone, we will provide you with sourse code for CSS selectors and JS Steps as a workaround. However, we may decline to provide JS Steps in the following cases:
- Actions or validations that are unsupported by Autify
- Issues caused by third-party applications and libraries that Autify uses
The turnaround time for advanced technical support, including workarounds, differs between Standard Support and Premier Support. Please see this article for more information about our support options.