This should help you understand some questions our Support team may ask when filing a ticket.
Having this and any other relevant information like logs, screenshots, etc will help our team make sure we can get you up and running as soon as possible.
Desktop browsers tests
- Was this working before? If so, when did it stop working?
- Is the issue intermittent or consistent? If intermittent on average how often is this seen? (1/2, 1/10, 1/100 tests?)
- Does this happen on multiple OS/browser combinations? (Trying latest and latest-1 can help make sure this isn't a newly introduced issue)
- If applicable, does this work when testing locally?
- What version of Selenium client are you using?
- Can you send us test result links (e.g. https://app.saucelabs.com/tests/12345) to any passing/failing tests so we can review them?
Virtual Devices (iOS Simulators and Android Emulators) and Real Devices
- Was this working before? If so, when did it stop working?
- Is the issue intermittent or consistent? If intermittent on average how often is this seen? (1/2, 1/10, 1/100 tests?)
- Does this happen on multiple OS versions?
- If applicable, does this work when testing locally?
- If applicable, has your native application changed recently?
- What version of Appium client and Appium server are you using? (Upgrading Appium server can often help with issues)
- Can you send us test result links (e.g. https://app.saucelabs.com/tests/12345) to any passing/failing tests so we can review them?
Sauce Connect
- Are you facing trouble with a particular site or all sites?
- Was this site working before? If so, when did it stop working?
- Have there been any network or machine changes where the SC binary is started that could've caused issues?
- Have you turned on verbose mode on SC and reproduce the issue? (Sending verbose logs to the Support staff will increase our chances of better understanding what is the issue)