Overview of the ticketing system
Once you submit a support ticket, the system automatically notifies the Telerik support officers and creates a thread in your support history. Our engineers will then review your ticket and respond within the guaranteed response time. The reply will be appended to your support thread and, for your extra convenience, you will also receive an e-mail with all the information.
You do not need to follow up with us, if the provided answer solves your issue. However, we recommend that you do so, as this will help the support officers close the issue faster.
In case you need to continue the thread and provide some additional information, you should log into Your Account, go to the respective thread and post your reply via the web interface.
Note that titles of unread support tickets will show up in bold text, while those of already reviewed replies will not.
In order for us to make the ticketing system more effective, we need your cooperation. We kindly ask that you create a new thread for each incident/inquiry of a different nature and for each different product line. In case you open a ticket for one product, but your questions are for another one, we will move the thread under the relevant category, but you may not receive a timely response.
Using the available support resources
Your Account offers several exclusive resources to evaluators and customers of Telerik products:
- Online demos
- Support and Learning
- Forums
- Support ticket system
- Bug reporting tool
- Feature request tool
- Feedback form
As with any other system, there are some guidelines to follow in order for you to get a quality support experience:
- Review the publicly available resources prior to submitting a support ticket. We have various resources (online demos, documentation, knowledge base, code library, videos, forums, etc.) with thousands of examples/threads and there is a good chance that the answer to your inquiry/issue is already there.
- Start a support thread for each different issue that you face. This will make things simpler and also, it will be easier for you to track the progress of all your incidents.
- Do not enter support incidents in "Feature requests".
- Before submitting a "Bug report" entry, please make sure that you have provided us with enough information, so that we can reproduce the problem. The more details you send, the easier it will be for us to isolate the problem and resolve it.
- Please do not use “General feedback” to post your technical problems. The purpose of this section is to allow you to send us feedback on our site, our products, and our services.
Note: After we reproduce a bug or add a feature request to our ToDo list, we will add Telerik points to your account and send out a notification.
Creating a new bug report - guidelines
Sometimes it is difficult to make a distinction between a support incident and a bug report. However, if you feel that there is a generic problem with any of our products that can be reproduced, you should definitely consider opening a "Bug report".
While submitting a "Bug report" entry, please make sure you give us as many details as possible. As a start, please provide the steps required to reproduce the error, as well as some information about your environment (OS, .NET framework, browser, and so on).
Additionally, if you feel that screenshots or some other visual material will help us understand the issue better, please do not hesitate to attach those to the thread. A runnable project that exhibits the problem would be appreciated as well.
Starting a new support ticket - guidelines
Telerik strives to constantly improve its services. In order to help us provide you with a quick and accurate response, please follow the guidelines below when submitting a support ticket:
- Describe your question in detail. Although we are familiar with most of the problems people are having, there is always a chance that you are the first one to report an issue. Sending us as much information as possible will help us identify the source and provide you with a fix or workaround.
- Provide step by step instructions on how to reproduce the error.
- Send us the stack trace of the exception you are receiving (if applicable)
- Attach the source code that generates the exception you are receiving.
- Attach a screenshot of the observed behavior and a screenshot of the expected behavior (if applicable).
- Attach a simple runnable project (zipped, no 3rd party controls), which isolates and demonstrates your problem.
The zipped project should contain:
- The /bin folder with the respective version of the Telerik assembly (or specify that version exactly without sending the dll itself).
- The ascx/aspx page, together with the codebehind, which reproduces the error.
- A backup of your database (if needed).
- Other necessary resources (classes, css files, etc., if applicable) or specific instructions for your particular case.
- Please, exclude/remove all 3rd party controls.
- The project should run in a test environment without major modifications.
What license do I get with Test Studio?
Test Studio is offered with a User License with Subscription and Priority Support which gives a specific machine rights to build, modify and execute tests. Test Studio can be installed on multiple machines as long as it’s only activated on one machine at a time (assuming a single license is purchased). If you need to move the license to another machine, a simple, one-click deactivation will free-up the license so it may be activated on another machine. There is no limit to the number of times this process can be performed and no need to get in touch with us, it just works.
The User License with Subscription and Priority Support offers free updates and priority support for 1 year.
Do I need a license key to install Test Studio and/or Test Studio Run-Time?
While technically a license key is indeed required, we take care of this for you. When activating your license of Test Studio with our ‘Automatic Activation’ option – you simply enter your Telerik.com credentials and we will auto-create the license key for you.
Please follow the installation instructions provided in your purchase notification e-mail to successfully activate your license.
Can I move my license from one machine to another?
Yes, you can. Test Studio utilizes a per-machine licensing model. This means your license can be activated multiple times on different machines, but not simultaneously. To swap a license between multiple machines - Install Test Studio on each machine, activate one of those instances with your license and use it. When you want to migrate the license to a different machine, deactivate the current instance. Then activate Test Studio on the other machine. Read more.
How many users can work with one Test Studio product license?
There are no restrictions on the number of users who can work with the same Test Studio or Test Studio Run-Time license as long as the software is used on the licensed machine only and only one user is using the software at any given time. Please note, however, that only 1 user per license will be allowed to access our support system.
Am I entitled to free version updates as part of my Test Studio and/or Test Studio Run-Time license?
Yes, our Test Studio and Test Studio Run-Time licenses come with subscription which entitles you to version updates for 1 year from the purchase date.
Can I use the Test Studio and/or Test Studio Run-Time software after my subscription expires?
Yes. Test Studio and Test Studio Run-Time software does not expire so you can use the version you own indefinitely. If you decide not to renew your subscription you will stop receiving version updates and support.
I just need to run tests, which license should I purchase?
If you just need to run tests, not create or edit them, then you can opt for a Test Studio Run-Time license. This is a low-cost license that was designed to run tests built with Test Studio on machines that do not have a full license of Test Studio installed.
Test Studio Run-Time license can be used on Build Servers (including continuous integration setups) and Test Lab machines where test execution is all that is needed.
Is support included with the Test Studio product licenses?
Test Studio includes a Priority Support Package which guarantees that your support inquiries will be answered within 24h (Mon-Fri).
Our Test Studio Run-Time license complements the Test Studio license and does not include a support package. To access our support engineers, please use the account where your Test Studio license is registered.
How is Test Studio Run-Time licensed?
Test Studio Run-Time license gives a specific machine rights to execute tests created with a full Test Studio license. The Run-Time license does not allow the creation or modification of tests.
How long will my support package for Test Studio be valid?
The support package for Test Studio expires 1 year from the date of your purchase. To receive another year of priority support, you need to renew your subscription. Note that the subscription renewal will also entitle you to another 12 months of product updates. If you decide not to renew your subscription, you will still be able to use the community forum and KB articles, but you will not be able to take advantage of the priority support resources.
Do I get source code with the Test Studio product licenses?
No, source code is not included with Test Studio and Test Studio Run-Time licenses.
How does your licensing handle redistribution rights?
Redistribution rights are not included with Test Studio and Test Studio Run-Time licenses.
What does my support package include?
Your Test Studio license comes with 1 year of subscription and priority support which guarantees you 24 hour response time to your support inquiries (Monday – Friday). Test Studio subscriptions also include access to all product updates released within your subscription period.
Can I submit support inquiries while I’m using the trial version?
During your Test Studio 30-day trial period not only can you take advantage of all available resources and forum posts but you can also submit a ticket to our support team. Please note that trial support inquiries have a 72 hour response time (Monday – Friday), however often times they are answered much quicker. To obtain support, please visit our online ticketing system.
Do I need a license key to install Test Studio / Test Studio Run-Time Edition?
Yes, our Test Studio licenses work with license keys. Upon purchase your license key will be generated. To activate it you will need to provide your login credentials upon starting the product on your machine. For version 2010.1 or earlier the license keys are available in Your Account -> Download and Manage your products -> Manage Activation Keys (for the respective Test Studio license). To successfully activate your license, please follow the instructions provided in your purchase notification letter. You can also watch our video tutorial for activating your Test Studio license.
Does Test Studio Require Administrative Level Access?
Test Studio features do not require administrative rights to function properly.
Only certain configuration tasks require to be initiated from Windows Administrator account. Here is a list of these:
I want to just copy the Test Studio DLL's to a new machine instead of running the installer.
Setting up Test Studio or the Testing Framework so that it is fully functional requires much more than just copying a few DLL's into the right folder. Browser extensions must be installed, registry settings must be made, some DLL's must be added to the Global Assembly Cache. The only way to get it setup properly is to run the installer. Otherwise something won't work right: test project compiles may fail, the recorder may fail to attach, tests may fail to run in a specific browser, if you're trying to use Microsoft Test Manager you may get strange error messages.
Can I do an automatic silent install?
In theory it should be possible. Our installer is a .msi file. You should be able to use Microsoft's MSIEXEC command line tool, with correct command line parameters to do a silent install. DISCLAIMER: we do not officially support this. If you can get it to work then great. If not we're unable to guide you on how to make it work.
Can I run my test scripts on a remote machine which does not have Test Studio installed?
No, Test Studio must be installed on the remote machine in order to be able to run tests on it. You must run the installer for the product you intend to use on the remote machine:
- Test Studio Functional
- Test Studio Load.
- Send us the stack trace of the exception you are receiving (if applicable)
- Test Studio Run-Time - this is the most commonly product used on remote machines. It comes with our Scheduler, Storage Service and Execution Server. Everything you need to run Test Studio tests remotely. It is only missing the Test Studio IDE used for opening, creating and editing tests.
- Testing Framework
How do I activate Test Studio?
There are two ways to activate Test Studio::
My computer does not have an Internet connection. How do I activate Test Studio on it?
You can use any computer that has an Internet connection and a web browser and follow our Manual Activation process to activate Test Studio on your computer that does not have an Internet connection.
Can I transfer my Test Studio license to another machine?
Is there a limit to the number of times I can transfer my Test Studio license?
No there is no limit. You can transfer your license between machines as many times as you need to.
When I try to activate Test Studio on my machine it tells me there are no free slots available?
If you purchased 5 licenses for Test Studio, then you can have up to 5 machines in your organization all activated at the same time. When you try to activate a 6th machine you will get this message. You must deactivate one of your other machines before you can activate the new one.
There are other reasons that can cause no free activation slots to become available, for example your machine crashed while it was activated, or you want to use Test Studio at home but forgot to deactivate it at work. When this happens you can use the Manage License Keys Page to delete the errant activation freeing up a slot in the process.
Can I automate CAPTCHA?
Test Studio cannot be used to automate it. CAPTCHA is specifically designed to ensure the response is generated by a person and not a computer.
The best we can offer in terms of testing phase for an application is as follows:
- Whitelist company test IP. Adding your company or test machine’s IP to the trusted list and allow these IP to pass the CAPTCHA.
- Turn off the CAPTCHA on the test environment, for example if you have testing, staging, and production.
What source control systems does Test Studio support?
Test Studio has built-in support for Git-based repositories. However you can use other source control systems as well. Since all Test Studio projects are file based, you can use any source control system outside of Test Studio that will check files in and out.
My selected browser opens but nothing happens. The test script does not start.
Is there a way I can run my tests in different versions of the same browser on the same machine
No. You can only install one version of the browser on a machine at a time. Test Studio will run the test in whatever version is currently installed. There is no mechanism to instruct Test Studio to run the test in a specific browser version such as IE 8.
However you can have multiple different browsers installed on the same machine at the same time. Then Test Studio can run your tests in each of the available browsers, one browser at a time (not concurrently on the same machine).
How do I run my tests in different browser versions?
To run your tests in multiple versions of the same browser requires you to setup multiple machines. Test Studio can only use the version of the browser that is currently installed on one machine. If you want to do something like run your tests in Chrome v.130, v.131, and v.133 requires you to setup 3 different machines (which can be VM's) each with a different version of Chrome installed on it.
How can I create a performance test with N concurrent users?
How do I automate testing of a PDF file?
Why are compilation errors being thrown by tests that have no relationship with the script that is being run?
The reason is that the whole project and pages.g.cs/vb is compiled before the run.
When I build I get this build error: "Pages.g.cs/vb" was specified more than once in the "Sources" parameter. Duplicate items are not supported by the "Sources" parameter.
This happens when you add the Test Studio automatically generated file Pages.g.cs/vb to your Visual Studio project. This is unnecessary because our Visual Studio plug-in will automatically include this file in all compiles. By adding it to you Visual Studio project file, it creates duplicate compile references, and hence this error. Simply remove the Pages.g.cs/vb file from your Visual Studio project to fix this build error.
How do I run tests in parallel/How do I run tests in multiple browsers?
How to handle Autocomplete input boxes?
Autocomplete boxes generally require that SimulateRealTyping is checked when entering text.
How to detect JavaScript errors?
I can see test list results on one machine but not the other.
Check that all machines are connected to the scheduling server. Projects that are configured to "Run Locally" will only show the results loaded from the local set of result files. It will not show results stored in the scheduling server, even when the local machine is your scheduling server.
How to select which browser to run test list in
Select the test list you want to execute and click on Edit Settings.
Under the Web tab select the execution browser.