> For the complete documentation index, see [llms.txt](https://mozarkdocs.gitbook.io/appx_documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://mozarkdocs.gitbook.io/appx_documentation/test-infrastructure-documentation/troubleshooting-and-faqs.md). # Troubleshooting & FAQs ## Troubleshooting & FAQs Use this page to resolve common issues with login, sessions, devices, files, and scheduled tests. ### Login and access
I click Login but nothing happens, or I keep getting redirected back to the login page. This usually means the SSO session expired or the browser is blocking cookies needed for the redirect. Try these steps: 1. Clear cookies for the portal domain and `auth.mozark.ai`. 2. Allow cookies for Mozark domains. 3. Try an incognito or private window. 4. Disable extensions that could block redirects. If the issue continues, contact your IT administrator. Your account could be locked, or your organization's SSO configuration could need attention.
I cannot log in and see an invalid credentials error. Verify that you are using the email address your account was created with. Do not use an alias unless it is the primary account email. If you recently changed your password, use the new one. If the issue continues, use the password reset flow or contact your administrator.
I can log in, but I do not see any projects in the selector. Your account may not be assigned to any projects. Ask your Mozark account administrator to confirm your organization, app, and project membership.
### Sessions and devices
I cannot see any devices in the device list. Your account may not be assigned to any projects, or no devices may be assigned to those projects. Ask your platform administrator to verify both project membership and device assignment.
I launched a web session, but I was not redirected anywhere. This usually means the platform could not allocate capacity or a network error interrupted the launch. Check for an error toast. If you see a launch failure, wait a few minutes and try again. If the problem continues, contact support.
The live video stream is stuck or keeps showing a loading spinner. Try these steps: 1. Refresh the page. 2. Check the browser console for WebRTC errors. 3. Verify that your firewall or VPN is not blocking WebRTC or KVS WebSocket traffic. 4. Try Chrome or Edge. If the issue continues, the controller for that device could be offline. Contact your platform administrator.
My interaction taps are landing in the wrong position on the device. Set browser zoom to `100%`, then refresh the session. Use `Ctrl+0` on Windows or `Cmd+0` on macOS. Tap calibration depends on the rendered video frame size matching the displayed size.
My automated test failed immediately with a device not found or ADB error. The device may have disconnected after selection but before the test started. Check the device status in **Management → Devices**. If it shows unavailable, there is likely a controller-side connectivity issue.
My session ended unexpectedly. Sessions can end automatically because of idle timeout or maximum session duration. Idle timeout is typically 10 minutes. Check the Session Details page for the end reason. If there is no timeout-related reason, the device may have gone unavailable during the session.
My session does not appear in the Sessions list. Verify that the current **Organization → App → Project** matches the context used when the session was launched. Also confirm that you are on the correct session tab, such as Web, Mobile, TV, or the relevant automation framework.
The session summary shows no results for my test. Clear active filters and confirm you are in the correct project. Then search by the test ID shown in the launch confirmation. Date filters can also hide expected results.
The Video tab shows no recording available for a session that should have been recorded. Wait one to three minutes after the session ends, then refresh the page. If the recording is still missing after 10 minutes, the session may not have generated one. Some session types do not guarantee recordings.
I cannot edit the session name or tags. Edit session names and tags from the Sessions list. Use the inline controls in the name and tags cells. The Session Details page does not support those edits.
### File Management
I uploaded a file, but it does not appear in the test configuration dropdown. Files are scoped to a project and framework. Verify that the file was uploaded to the correct project and matches the selected framework type.
My file upload failed midway. Check your internet connection and try again. Large uploads need a stable connection for the full transfer. If uploads fail consistently at a similar size, contact support to confirm whether a plan-specific upload limit applies.
The file I uploaded still shows re-signing after more than 10 minutes. Refresh the file list first. If the status does not change, delete the file and upload it again. If the issue repeats, contact Mozark support.
### Scheduling
My scheduled test did not run at the configured time. Check **Management → Jobs** to confirm that a job was created. If no job appears, the schedule may be paused. If the job exists but failed, open its details to review the failure reason, such as device unavailable or build not found.
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