Troubleshooting

Learn how to troubleshoot a Plain-Text Editor test.

A red banner that reads “Can’t connect to the VM”

This warning can appear while previewing a test. Reasons include:

  • A missing Secure Socket Layer (SSL) certificate
  • An untrusted SSL certificate used by Rainforest
  • A connection blocked by a firewall or antivirus software

To test your SSL certificates, visit the Qualys SSL Server Test page. For connection issues, contact your IT department.

The site can’t be reached when navigating to the test URL

In this case, you may find that Rainforest can’t get to your site. Make sure to whitelist all Rainforest IP addresses. See Which IP Addresses Do Rainforest Tests Come From? for more information.

15801580

Example of a blocked IP address.

HTTP, Browser Logs and Video for Troubleshooting

With HTTP logs, you can view all HTTP traffic passing to and from each Rainforest virtual machine (VM). Use the logs to examine request interruptions at the network level and see the order in which HTTP requests were made. Additionally, the individual tester browser log is available for viewing and download.

See How to Debug Tester Community Results for for information.

Long Run Times

If you’re experiencing longer than expected run times, there are two things you can check:

  • Reusable Test Data. Marking test data as reusable when uploading your CSV file can have a significant impact on your test run time. Reusing data is similar to setting a concurrent tester limit, where the number of testers is limited to the number of available values. To look for reusable test data, go to the Settings page.
  • Concurrent Tester Limit. You might be using a concurrent tester limit to throttle the traffic to your environment’s server. Doing so is helpful when you need to limit the number of users accessing your app, but it can impact your run times. Check you account’s global settings to determine whether the limit exists.

If you have any questions, reach out to us at [email protected].


Did this page help you?