Getting Help & Support¶

Load Tester provides several ways to get help, from built-in documentation to direct support from the Web Performance team.

Built-in Documentation¶

Online Manual¶

You're reading it. The manual is organized by workflow:

Section	What It Covers
Getting Started	Installation, licensing, quick start tutorial
Recording	Creating test cases from browser sessions
Configuring	ASM, authentication, datasets, correlation
Replaying	Validating test cases work before load testing
Load Testing	Running tests with multiple virtual users
Server Monitoring	Tracking CPU, memory, and disk metrics
Analyzing	Understanding results and identifying bottlenecks
AI Assistant	Using AI for configuration, monitoring, and analysis
Platforms	REST APIs, Salesforce, and platform-specific guides
Reference	UI views, settings, command-line tools
Administration	Workspace management, performance tuning
Troubleshooting	Common errors and solutions

Access the manual: - Help → Help Contents - Opens the full manual in your browser - Online: webperformance.com/docs

Context-Sensitive Help (F1)¶

Press F1 anywhere in the UI to get help for the specific area you're working in.

How it works:

Click on any UI component (view, toolbar button, dialog)
Press F1 - A help popup appears
Read the overview - Short description of the component
Click links - Jump to detailed manual topics

Example: Click on the Navigator view and press F1 to learn about repository management and test case organization.

Maximize Help Windows

Help popups open in small windows. Click the Maximize button to expand, or use Show in External Window to open in your browser with full navigation.

Search the Manual¶

If browsing doesn't get you there, search:

In the browser manual: Search box in the top navigation
From Load Tester: Help → Search Help (searches all topics)

Getting Support¶

When the documentation doesn't have what you need, the Web Performance support team can help.

Support Portal¶

Access: support.webperformance.com

What you can do: - Submit new issues - Bug reports, questions, feature requests - Track existing issues - Check status and add comments - View knowledge base - Solutions to common problems - Attach files - Test cases, logs, screenshots

Account required: Create a free account to submit and track issues.

Built-in Support Request Form¶

You can submit issues directly from Load Tester without opening a browser.

Access: Help → Support Request

Creating a New Issue¶

Select "Open new request"
Enter your email address
Choose a category:
Bug Report
Feature Request
Question / How-To
Performance Issue
Write a short summary (one-line description)
Describe the issue (what you were doing, what happened, what you expected)
Attach files (optional):
Test case (.wpt file)
Load test results
Screenshots
Logs (see below)
Click Submit

You'll receive an email with your issue number (e.g., WPL-1234). Keep that number; you'll need it to track progress or attach additional files.

Attaching Files to an Existing Issue¶

Select "Attach files to existing request"
Enter the issue number (from the email you received, e.g., WPL-1234)
Choose files to attach
Click Submit

Providing Diagnostic Information¶

When reporting bugs or performance issues, diagnostic logs help support identify the problem much faster.

Copying Diagnostic Logs¶

Open Preferences: Window → Preferences (Windows/Linux) or Load Tester → Preferences (macOS)
Select Diagnostics in the left navigation
Click "Copy Logs" - Copies system information and recent logs to clipboard
Paste into your support request - Use Ctrl/Cmd+V

Saving Logs to a File¶

Alternatively, save logs as a file to attach to your support request:

Diagnostics preferences (as above)
Click "Save Logs"
Choose a location and save
Attach the file to your support request

What's Included in Diagnostic Logs¶

System information: OS version, Java version, available memory
Software version: Load Tester version and build number
Recent errors: Stack traces and error messages from the session
Configuration: Key settings that affect behavior

Privacy

Diagnostic logs do not include test case contents, datasets, or passwords. Only system information and error messages are included.

Common Support Scenarios¶

"My replay is failing with 401 errors"¶

Before contacting support:

Check Debugging Failed Replays
Verify ASM is configured (Application State Management)
Review authentication setup (Authentication)

If still stuck: Submit a support request with your test case (.wpt file) and diagnostic logs.

"Load test won't start - connection refused"¶

Before contacting support:

Verify your application server is running
Check firewall settings
Try a baseline replay (single user) first

If still stuck: Submit a support request with load configuration details and diagnostic logs.

"Software won't launch after update"¶

Before contacting support:

Try launching with -clean flag to clear OSGi cache:
Windows: Right-click shortcut → Properties → Add -clean to Target
macOS: Terminal: open -a "Load Tester" --args -clean

If still stuck: Submit a support request with diagnostic logs (if you can launch long enough to copy them).

"Need help designing a load test"¶

Consulting services available: The Web Performance team offers consulting for: - Test strategy and planning - Complex application configuration - Performance tuning and bottleneck analysis - Capacity planning

Contact: sales@webperformance.com

Support Response Times¶

Priority	Description	Target Response
Critical	Production system down, blocking issue	4 business hours
High	Major functionality broken, workaround available	1 business day
Normal	Standard questions, minor bugs	2 business days
Low	Feature requests, documentation updates	5 business days

Business hours: Monday–Friday, 9:00 AM – 5:00 PM Eastern Time (US)

Faster Response

Include diagnostic logs and test case files with your initial request. Issues with complete information get resolved significantly faster. Missing information means a round-trip of back-and-forth emails before anyone can look at the actual problem.

Other Resources¶

Web Performance Website¶

webperformance.com

Product information and features
Case studies and customer stories
Blog posts with tips and techniques
Download latest installers

Customer Portal¶

webperformance.com/portal

View your licenses and entitlements
Download previous software versions
Access billing and account information
View support history

Video Tutorials¶

Coming soon: The Web Performance YouTube channel will feature: - Getting started videos - Common configuration scenarios - Advanced techniques - Performance analysis workflows

Frequently Asked Questions¶

How do I know which version I have?¶

Help → About Load Tester - Shows version number, build date, and license information.

Can I suggest new features?¶

Yes. Submit feature requests through the support portal or built-in support request form. The product team reviews every suggestion.

Is training available?¶

Yes. Web Performance offers: - Self-paced training: Online tutorials and documentation - Live training: Virtual or on-site training sessions - Consulting: One-on-one guidance for your specific needs

Contact sales@webperformance.com for training options.

What if I find a security vulnerability?¶

Report security issues directly to security@webperformance.com. Do not use the public support portal for security vulnerabilities.

Next Steps¶

Now that you know where to find help:

Start the Quick Start Tutorial to learn the complete workflow
Record your first test case
Bookmark this page for when you inevitably need it

Related Topics: - Quick Start Tutorial - Installation - License Activation - Troubleshooting