---
title: "How to inquire about problems that occur when using a local device"
slug: "how-to-inquire-about-problems-that-occur-when-using-a-local-device"
updated: 2025-07-11T06:13:11Z
published: 2025-07-11T06:13:11Z
canonical: "help.autify.com/how-to-inquire-about-problems-that-occur-when-using-a-local-device"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.autify.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to inquire about problems that occur when using a local terminal

*※ Please note that parts of this page are machine translated.*

  

When an error or issue occurs while executing a test on a local device or creating a scenario using a local device, Autify does not have access to the logs. Therefore, we may ask for local logs or request that you reproduce the issue on your end.

To help us accurately identify the problem, we kindly ask for your cooperation in providing the necessary information and logs.

### 1. Behavior when not using Autify

Please check whether it is possible to launch the target application file without using Autify on the customer’s local device that is being used for Autify recording or test execution, and let us know the result.

### 2. Behavior when using a cloud real device

Please also check whether the same issue occurs when using a cloud real device instead of a local real device for recording or test execution, and let us know the result.

### 3. Please provide the local logs

Please compress the log folder from the local device connected to Autify CLI into a zip file and send it to us using the method below.

#### 3-1. How to obtain logs

3-1-1. After running the autify mobile link start command, the first few lines will show the log file path. Example path: /Users/product/Library/Caches/mobilelink/logs/mobilelink-20250707T77777

![TSE-4720_local_log 1.png](https://cdn.document360.io/a099d8a2-cfd2-42ca-9906-68b4a337f4a5/Images/Documentation/TSE-4720_local_log%20%281%29%288%29.png?sv=2026-02-06&spr=https&st=2026-11-07T12%3A30%3A30Z&se=2026-11-07T13%3A30%3A30Z&sr=c&sp=r&sig=luVjOu3TI4TyOxn6ODtfgj5JT22i8QX1glpLG2%2FLpEI%3D)

3-1-2. Access the log folder using the path displayed above. The folder may include files like the following:

![Screenshot 2025-07-08 at 15.34.35.png](https://cdn.document360.io/a099d8a2-cfd2-42ca-9906-68b4a337f4a5/Images/Documentation/Screenshot%202025-07-08%20at%2015.34.35%281%29.png?sv=2026-02-06&spr=https&st=2026-11-07T12%3A30%3A30Z&se=2026-11-07T13%3A30%3A30Z&sr=c&sp=r&sig=luVjOu3TI4TyOxn6ODtfgj5JT22i8QX1glpLG2%2FLpEI%3D)

3-1-3. Compress the log folder into a zip file and send it to the support team.

### 4. Others

Depending on the issue, we may request additional information. We appreciate your cooperation.