Troubleshooting and tips
This section offers solutions for Android-specific issues.
Some device managers, such as the HTC Sync Manager and Samsung Kies, launch automatically when connecting a device, and start their ADB server. When the ADB server is launched, it will detect that there is already an ADB server running (Mobile Center’s) and will stop it. This will cause all the Android devices to disconnect.
Workaround: Uninstall the device manager, or make sure that it is not launched automatically when using Android devices with Mobile Center.
In certain cases, you may you receive the following error when trying to confirm "Allow USB debugging". The error message is "Because an app is obscuring a permission request, Settings can't verify your response."
As a workaround, perform the following:
- Disconnect the USB cable from the device.
- Restart the device in SAFE mode. To do this, hold down the low volume button while restarting the device or check your manufacturer's guidelines. You should see SAFE MODE in the bottom left corner of the screen.
- Connect the USB cable to the device.
- In the Developer options, enable USB debugging.
- Restart the device in normal mode.
Certain Samsung devices running Android 7.0, use a battery optimization tool that causes this issue. If you encounter disconnection issues, perform the following:
- Open Settings > Apps.
- Click the More button (three vertical dots) and select Special Access.
- In the Special Access area, choose Optimize battery usage.
- In the Optimize battery usage area, choose All apps.
- Scroll to the MC Agent app and switch it to Off.
Certain Android devices, primarily those manufactured by Chinese vendors, use a security tool that affects the memory and battery usage. If you encounter disconnection issues, perform the following:
- Enable Autostart for the MC Agent: Open the device’s Security app from the Home page, and click Permissions. Select Autostart, find the MC Agent app, and enable it.
- Turn off the battery saver: Open the device’s Security app from the Home page, and click Battery. Set Battery saver to Off. Alternatively, to work with the battery saver on, select App battery saver and find the MC Agent app. Select No Restrictions.
Certain LG devices disconnect after changing the orientation from the control panel in the remote view. The log file contains an exception message. If this occurs, perform the following:
Check the device card of the disconnected device on the DEVICES tab and determine its model number. This is usually the manufacturer name "LG" followed by a hyphen and a short string. For example, LG-D855.
- Open the Connector.properties file in C:\Program Files\Mobile Center Server\server\conf (by default).
- Add the model of the disconnected device to the “VNC_USE_64ARTIFACT_MODELS” row. Save and close the file.
- Restart the connector service (Start > Mobile Center Connector > Restart Mobile Center service) , and verify that the connection is stable after you change the orientation.
If an app crashes or is terminated forcefully during a recording session, your actions will no longer be recorded even if you restart the app. You must re-record your session from the beginning.
You can work with Dexguard security by compiling your app in Dexguard. Follow these steps:
- Upload your original, packaged or non-packaged app to Mobile Center.
- Record a test on the original app.
Recompile the app in Dexguard with the following options:
"-keepresourcexmlattributenames **/id -keepresources id/*"
- Upload the Dexguard-wrapped version of the app to Mobile Center.
- Replay the testing using the Dexguard-wrapped version of the app.
Cross-domain iframe calls are not supported. For example, if your test uses an iframe that points to a web page in another domain, it will fail.
An Android limitation may cause a device to issue the message INSTALL_FAILED_INSUFFICIENT_STORAGE while installing certain apps. This limitation may also cause some connected devices to disappear from the Devices page, after having been connected for some time.
Workaround: Restart the device.
If your device hangs when trying to open an app, it may be caused by the app's secure layout flag.
Workaround: Manually remove the secure layout flag. If you are testing a packaged app, see Package an Android app manually for more details. For non-packaged apps, see Manually enable remote content debugging .
When working with hybrid non-packaged apps, make sure that remote content debugging is enabled. For details, see Enable remote content debugging of Android apps.
In order to work in the remote view on a device with a Good Connect client, you must set the Prevent Android Screen Capture policy to Off. The release version of 22.214.171.1247.117 and above is required for the policy to take effect. For details, see the Blackberry Knowledge Base article.
For device-specific issues, see Known Issues in the Certified devices section.
iOS device best practices
- For iOS 7 devices, it is not recommended to manually delete the Agent and Agent Launcher apps. If you do so, when you reconnect the device, a black screen will be displayed and the device will not available to users. To resolve this, restart the device.
For devices running iOS < 11, record/replay is not supported for UIWebView in XC mode.
For iOS 8.x and above, with a Developer signed Agent app: On the device, enable UI Automation in Settings > Developer > Enable UI Automation. Disconnect the device, wait 5 seconds, and then reconnect it.
If your record or replay session is interrupted due to alert pop-ups that need to be dismissed, set the automatic alert dismiss option in the following way:
- On the iOS Agent, tap seven times on the Micro Focus icon.
- Navigate to the VNC tab.
Switch on Automatic Alert Dismiss.
This dismisses a single active pop-up dialog before the recording, replay, or launching of your app.
If your record or replay session is interrupted due to system alerts, set the automatic alert dismiss option in the following way:
This dismisses all system alerts before the recording, replay, or launching of your app. This feature only applies to devices with iOS 11.1 and higher.
- On the iOS Agent, tap seven times on the Micro Focus icon.
- Select the VNC tab.
- Enable the System Alter Dismiss option. This checks for a system alert every 20-30 seconds. If a system alert is detected, it attempts to dismiss it. If the Avoid Device Lock option is enabled, it will perform the alert check at the same time as it performs the device lock check.
If you have no SIM card installed, when running XCUITEST, you may experience a crash from your device’s plug & play as a result of the No-SIM popup. To avoid this crash, you can use a dummy SIM card (recommended) or follow these guidelines for iOS 11.1 and higher:
- In device's system settings, configure the auto-lock of the device to 30 seconds.
- On the iOS Agent, tap seven times on the Micro Focus icon.
Select the VNC tab.
Set the dismiss auto lock option to 1 minute, to avoid device locking (which may occur even with the device's system auto-lock settings).
- It is strongly advised to also enable System Alert Dismiss as described above. If the System Alert Dismiss is disabled and a system alert occurs, it may block the functionality of the Avoid Device Lock feature, causing the device to lock.
When installing an app that is already installed on the device, be sure to use the same developer certificate as the installed app. If the certificates do not match, the installation will fail. For example, if the app on the device is signed with Certificate A you cannot install the same app signed with Certificate B.
The same applies if an app on the device is signed with an Enterprise certificate and you want to install the same app signed with a Developer certificate.
Workaround: If the certificates do not match, first remove the app that is already installed on the device, and then reinstall the app with the other certificate onto your device.
Note: Non-packaged hybrid apps signed with an Enterprise certificate are not supported.
When code-signing an app on a Macintosh, an Apple trusted authority certificate must be installed so that Apple can be recognized as a trusted authority by the Keychain Access app. If an Apple trusted authority certificate is not installed, any certificate issued by Apple will be shown as invalid. For more details, see the Apple Developer documentation.
If a certificate is shown as invalid (red) in the Keychain Access app, followed by an error “This certificate was signed by an unknown authority”, you need to download and install a new certificate from the Apple Worldwide Developer Relations Certificate Authority.
Install the certificate as follows:
1. Download the certificate from the Apple Developer support site.
2. Double-click the certificate.
3. Verify that it is valid (green) and does not display the following error: “This certificate was signed by an unknown authority”.
If the device was set up to lock its screen, or sleep, after a certain interval, this can affect your replay. To prevent the screen from locking up, make sure that your Display Settings for Sleep are set to "Never".
If your device continues to sleep and lock its screen, you can apply a workaround to send a pseudo-action to the device to prevent it from sleeping, and to keep the device unlocked. The pseudo-action used by this workaround, is the Volume up and Volume down controls. It will not affect the steps in your test, but you will see the control briefly at certain intervals, on the device screen.
To set up this action:
- On your device, open the Agent application.
On the agent logo, tap the screen seven times. The advanced developer bar becomes visible at the bottom of the screen.
- Click the bottom right button, VNC, to display the VNC server details settings.
- Click in the right value column for the Avoid Device Lock feature.
- Select an interval in which to send the pseudo-action to the device, from 1 to 5 minutes.
You can get crash logs for a device in a number of ways:
|Locate file on Linux
|Locate file on Windows
|Locate file on Mac connector machine||
|Sync with iTunes||
Perform a sync with iTunes to copy the files to your machine. The files will be copied to:
|Share from your device||
Locate the crash information in the following locations on your device:
Open the Xcode Organizer
(requires macOS and Xcode)
When you record the packaged version of an app on iOS, the recorder generates two orientation steps after the Home navigation step.
Known issues and problem solving
Insert a SIM card or dummy SIM card in the device.
Alternatively, configure the device and Agent app on the device as follows:
- On the device, select Settings > Display & Brightness> Auto-lock and set the timing to 30 seconds.
- Open the Agent app on the device.
- Tap the Mobile Center icon seven times. The developer options tab bar is displayed at the bottom.
- Tap the VNC icon and set Avoid Device Lock to 1 minute.
If an app consistently crashes after a launch or Start Record, or if you cannot launch it when the Install application option (the actual option name may differ depending on the tool you are using) is selected, perform one of the following :
Run the tests with the uninstall or delete option.
Tool Option name UFT Uninstall application after recording or running > Always in the Record and Run Settings dialog box, in the Mobile tab. TruClient Delete App After Execution in the TruClient General Settings dialog box, in the Mobile Center settings tab. Sprinter UNINSTALL button in the APPLICATION tab of Mobile Center.
Install the repackaged AUT on the device, and only use the Restart option.
Tool Option name UFT Restart application before recording or running in the Record and Run Settings dialog box, in the Mobile tab. TruClient Restart App in the TruClient General Settings dialog box, in the Mobile Center settings tab. Sprinter RESTART button in the APPLICATION tab of Mobile Center.
If the Agent does not start up on the device, verify that the devices are recognized by the
- Navigate to:
connector installation folder>/libimobiledevice/linux-amd64/
The result of this command should be a list of devices IDs (UDID). If the command returns an empty result or ERROR message, try the following:
- Log in as root on the
Mobile Center server orconnector machine.
- Locate the process ID of “usbmuxd”"
ps aux | grep '[u]sbmuxd'
- Kill the process:
kill –9 <processID>
- Start usbmuxd again:
idevice_id –lagain to see if the device is recognized.
- Open a command prompt window and navigate to the following folder:
Devices connected to server machine:
<Path to your Windows server folder>server\libimobiledevice\windows-amd64or
Devices connected to standalone connector:
<Path to your Windows Connector folder>\libimobiledevice\windows-amd64
- Run the following command:
The result of this command should be a list of devices IDs (UDID). If there are no devices listed when a device is connected to USB port, this may mean that:
- The USB port is not working (hardware problem)
- iTunes is not installed, or you are not using the most up-to-date version of iTunes on the Connector computer. In this case, you should download the latest version of iTunes.
If the devices are connected correctly, try to manually launch the MC Launcher app. If you see an Untrusted App Developer notification:
- Click Trust.
- Disconnect the device.
- Wait 5 seconds and then reconnect the device.
When trying to launch an enterprise certified app through your test (for example UFT), the launching may fail the first time you start the app, since Apple requires the user to manually approve the app on the device. The error message asking for approval will not be visible in the testing tool's interface (e.g. UFT). However, if you launch the app manually, it will be visible.
Solution: Manually launch the app and approve its certificate. Then, launch it through your test.
When a phone call starts on an iOS device, the background apps are suspended, including the Agent app. The Agent app will therefore be unable to communicate, execute code, or run scripts.
As a workaround, make the call to a wrong number (e.g. "12345"), wait for the operator to report that it is a wrong number, and wait for the call to end. The script will continue to replay once the call has ended.
When recording on XCUITest devices, URL navigation was not recorded.
When using the date picker to select a date, make sure that you make your selection within 30 seconds. If the duration of the time selection exceeds 30 seconds, the agent will time out. This issue only applies to non-packaged apps on iOS devices.
If a device doesn't work as expected, try to reset all settings. For example, if remote access doesn't work, taps don’t respond, apps don’t install, and so forth, revert to the original default settings:
For Mac Connectors connecting to iOS 11.1 devices: If your device cannot connect to
If the Agent stops working on the device, do the following:
If you're still having problems:
As a last resort:
Troubleshooting the Windows connector
This section provides some tips and guidelines for getting your connector to work.
If the Windows connector started successfully, but you don't see devices in the Mobile Center lab:
- Verify that your machine can detect your device.
- Check the connector.log file located in <
Windows connector folder>\connector\logfolder and make sure that there are no "connection refused" messages or other errors.
- If the connector.log does not show any errors, check the service.log file on the Mobile Center server machine. The file is located here:
<Path to Mobile Center server installation folder>\server\log
<Path to the Mobile Center server installation folder>/server/log
If, during installation, Windows issues the warning “Windows Firewall has blocked some features of this app”, click Allow access or contact your system administrator. When this message is issued, the current Connector installation is aborted.
If you cannot view a remote device in Mobile Center, this may be a result of the antivirus software installed on the machine. For example, McAfee Host Intrusion Prevention blocks access. Workaround: Disable the antivirus while running the test.
The Windows connector started successfully and the device is displayed in the Mobile Center lab, but either remote access or recording are not working. In some cases, Mobile Center will issue a message with the problematic IP address and port. In other instances, you may receive a "connection refused" message, indicating an IP address problem:
- Check the service.log file on the Mobile Center server machine and look for possible "connection refused" errors:
<Mobile Center installation folder>\server\log
Check that the IP address (shown in the error message) that Mobile Center is trying to reach, is the correct one for your connector machine. To show the IP address of your machine, open a command line window and type
If, for example, you were connected to a different network or IP when you installed the connector, you will need to run the Modify configuration utility under Start > Mobile Center Connector and enter the new IP of the connector machine.
- Check that the port shown in the error message, is open for incoming traffic on the connector machine.
If you indicate SSL during connector setup, proxy machines that require credentials are not supported.
- If you have a device connected when you install the connector
for an SSL environmentusing a proxy server, the devices will not appear in the Mobile Lab. Workaround: Connect the devices after you install the connector software.
When trying to run the installation, if the setup program issues a "connection refused" or "connection timed out" warning
- The server is down. Check that you can ping the server.
- The IP address of the Mobile Center server is wrong.
- The port for the Mobile Center connector is wrong.
- The version of the connector that you are using is not compatible with the version of the Mobile Center server. Check Mobile Center on ADM Marketplace to see that you are using the most up-to-date version of the connector.
If the server details (IP address or port) have changed since you last installed the connector, Modify a connector and specify the new information.
If an existing service running on your machine is claiming the port on which the connector runs, there will be a conflict, and the connector will not start up.
To change the port, run the Modify configuration utility under the Start > Mobile Center Connector menu.
If you installed the Android SDK for a specific user (not the SYSTEM user), the Windows connector setup program may be unable to install the Agent, since the manually installed SDK is not accessible from the SYSTEM user.
Workaround: Reinstall the Android SDK as a SYSTEM user, and delete the ANDROID_HOME environment variable.
The language of the user interface (UI) is determined by the language of the testing tool that is connecting to Mobile Center.
- Mobile Center's UI supports 8 languages (L10N) - English, Chinese, French, German, Italian, Japanese, Russian, and Spanish.
- When accessing the lab console without a testing tool, the displayed language is determined by the browser language.
- For unsupported languages such as Korean: When you open the TruClient testing tool from a machine with the language pack, the Mobile Center interface will be displayed in English.
This error indicates a Chrome version mismatch. Mobile Center supports Chrome versions 43 to 66. If the version of Chrome on your device is not supported by Mobile Center, the following error will be displayed "An unknown server-side error occurred while processing the command. Original error: unknown error: Chrome version must be >= 55.0.2883.0".