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.
Your Account offers several exclusive resources to evaluators and customers of Telerik products:
- Online demos
- Support and Learning
- Support ticket system
- Bug reporting tool
- Feature request tool
- Feedback form
- 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.
As with any other system, there are some guidelines to follow in order for you to get a quality support experience:
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.
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.
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 /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.
The zipped project should contain:
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
No, source code is not included with Test Studio and Test Studio Run-Time licenses.
Redistribution rights are not included with Test Studio and Test Studio Run-Time licenses.
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.
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.
No, you don’t. None of the RadControls suites (ASP.NET AJAX, Telerik Extensions for ASP.NET MVC, WinForms, Silverlight, WPF, Windows Phone), as well as Telerik Reporting, Telerik OpenAccess ORM, Telerik JustCode and Telerik JustMock utilize license keys. This applies to both, trial and purchased licenses.
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.
The installation of Team Pulse Community Edition does not require a license key, while Team Pulse Standard Edition does. Your license key will be generated upon purchase. To activate it you will need to provide your login credentials upon starting the product on your machine. Instructions on how to install are provided in the purchase notification e-mail.
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.
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.
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
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.
Yes. Simply follow the Swap License procedure.
No there is no limit. You can transfer your license between machines as many times as you need to.
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.
Silverlight recording only works when using Internet Explorer. The other browsers are not capable of recording Silverlight UI elements.
Recording requires Test Studio (including the Visual Studio plug-in) to run at Administrator level access. Anything less than this and Windows blocks our connection attempt to Internet Explorer as a "security threat". You must run Visual Studio as Administrator.
This article explains how to run a program as an administrator.
This article explains how to configure an application to always run as an administrator.ff431742.aspx
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 is to add a Manual Step to your test script and you manually enter the correct CAPTCHA phrase into the application. The rest of the application can be automated via the script.
Test Studio has built-in support for TFS source control. 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.
When selecting the folder on your local hard drive to put the project files, you should select the parent folder to add the project to. Test Studio will create a new folder in that parent folder, put the files into this new child folder then open the project from there. If there is already a TFS workspace mapping in place Test Studio will try to open the test project from the wrong folder resulting in this error.
To hook into the browser or your WPF application in order to drive it as if a real person would, Yes Test Studio requires administrator level access to accomplish this. Anything less than administrator level access and Windows will block our attempt to hook into it viewing it as a "security" threat.
If instead you're installing Test Studio on a build server only to compile the test project but not to run tests on that machine, then no Test Studio does not require administrator level access for this purpose.
If you're trying to run your test in Firefox or Chrome or Safari, the first thing to check is whether or not the Test Studio browser extension is installed and enabled. Check these three trouble shooting guides:
How do I run an application once with a full administrator access token?
Configure Applications to Always Run as an Administrator
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 browsers installed on the same machine at the same time. Then Test Studio can run your tests in all browsers available, one browser at a time (not concurrently on the same machine).
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 IE 8 & IE 9 & IE 10 requires you to setup 3 different machines (which can be VM's) each with a different version of IE installed on it.
Unfortunately Test Studio is unable to connect to and parse browser windows that open a PDF file. PDF files do not contain a Document Object Model, they do not contain HTML. Test Studio can only connect to HTML, Silverlight and WPF type of windows.
The reason is that the whole project and pages.g.cs/vb is compiled before the run.
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.
You may observe this error after applying VS 2012 update 4. Reinstalling Test Studio solves this issue.
We have a detailed KB article that explains how to do this.
Autocomplete boxes generally require that SimulateRealTyping is checked when entering text.
This message is displayed when your scheduling server is trying to execute a previously scheduled test list from any project. Since multiple people on a testing team can share the same scheduling server, it may not have been from your project.
Sometimes a scheduled job can get stuck, for example the target execution server is not available, which prevents your scheduled job from executing since all job will be executed serially. If you need to purge scheduled jobs which are not visible in your Results view, follow these steps:
1. Open the Windows Services control panel.
2. Stop the Telerik Scheduling Service.
3. Now you need to locate and delete the scheduled jobs. These jobs are stored as files that have a GUID as their name e.g. "c23710cf-45a1-44b2-a692-2d012a335df8". They can be in one of three locations:
C:\Users\(your user name)\AppData\Roaming\Telerik\TestStudio\Scheduler\ScheduleStorage
4. Go back to the Windows Service control panel. 5. Restart the Telerik Scheduling Service.
NOTE: This process will delete all scheduled jobs, including your recurring jobs. Unfortunately there is no way to identify which one is the one that is stuck and delete just that one.
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.
Select the test list you want to execute and click on Edit Settings.
Under the Web tab select the execution browser.