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Getting Support

Still stuck after trying the troubleshooting guides? This page shows you how to gather diagnostic information and contact support in a way that gets you answers fast.

Before Contacting Support

Try these first - most issues can be resolved with documentation:

  1. Search this documentation - Use site search (magnifying glass icon) for error messages or symptoms
  2. Check troubleshooting guides - Section-specific troubleshooting covers common issues:
  3. Recording Issues
  4. Replay & Configuration Issues
  5. Load Testing Issues
  6. Cloud & Engine Issues
  7. Common Error Messages (searchable catalog)
  8. Run the AI Assistant - In v7.0, the AI assistant can diagnose many issues automatically
  9. Check blog posts - Many troubleshooting scenarios are documented at webperformance.com/blog

How to Contact Support

Email: support@webperformance.com

What to include in your support request:

  1. Clear problem description - What are you trying to do? What's happening instead?
  2. Steps to reproduce - Exact sequence of actions that trigger the problem
  3. Error messages - Copy the exact error text (screenshots help)
  4. Diagnostic logs - See below for how to gather these
  5. Environment details - OS version, Load Tester version, Java version

Good support request example:

Subject: Replay fails with 403 Forbidden on login page

Description: I'm trying to replay a test case for our checkout flow. Recording succeeds, but replay fails with HTTP 403 on the login transaction (transaction #2). I've run the ASM wizard and it didn't detect any dynamic fields.

Steps to reproduce: 1. Record test case by logging in and adding item to cart 2. Run replay 3. Login transaction (POST to /api/auth/login) returns 403

Error message: "HTTP 403 Forbidden" in Error View

Environment: - Load Tester 7.0.123 (Windows 10) - Recording from Chrome - Target site: https://staging.example.com

Attached: - Diagnostic log (diagnostic.log) - Test case file (checkout-test.wpt) - Screenshot of error (error-403.png)

Bad support request example (too vague):

"It doesn't work. Please help."

Gathering Diagnostic Logs

Diagnostic logs contain the information support needs to actually help you. Always include them. A support request without logs is like calling your mechanic and saying "the car makes a noise" without bringing the car in.

Windows

Primary diagnostic log: 

%USERPROFILE%\WebPerformance7\.metadata\.plugins\com.webperformanceinc.util\diagnostic.log

Eclipse log (for crashes): 

%USERPROFILE%\WebPerformance7\.metadata\.log

How to gather: 1. Reproduce the problem (so error is in the log) 2. Copy diagnostic.log from the path above 3. Attach to support email

macOS

Primary diagnostic log: 

~/WebPerformance7/.metadata/.plugins/com.webperformanceinc.util/diagnostic.log

Eclipse log (for crashes): 

~/WebPerformance7/.metadata/.log

How to gather: 1. Reproduce the problem (so error is in the log) 2. Copy diagnostic.log from the path above 3. Attach to support email

Linux

Primary diagnostic log: 

~/WebPerformance7/.metadata/.plugins/com.webperformanceinc.util/diagnostic.log

Eclipse log (for crashes): 

~/WebPerformance7/.metadata/.log

How to gather: 1. Reproduce the problem (so error is in the log) 2. Copy diagnostic.log from the path above 3. Attach to support email

Enabling Debug Output

For difficult-to-diagnose issues, support may ask you to enable debug output for specific subsystems.

How to Enable Debug Output

  1. Edit diagnostic.properties:
  2. Windows: %USERPROFILE%\WebPerformance7\config\diagnostic.properties

  3. macOS/Linux: ~/WebPerformance7/config/diagnostic.properties

  4. Add debug flags (support will tell you which ones):

# AWS/Cloud engine debugging
AWS.engineStates=true

# HTTP transport debugging (cookies, sessions)
HTTP.transport=true

# Show timestamps in debug output
Debug.show_time=true

# ASM/correlation debugging
ASM.debug=true

# Recording debugging
Recording.debug=true

  1. Restart Load Tester

  2. Reproduce the problem - Debug output will appear in diagnostic.log

  3. Send updated diagnostic.log to support

Sending Large Files

Test case files, result files, and logs can be large. Don't attach anything over 10MB to email.

Options for large files:

  1. Dropbox/Google Drive - Upload file, send share link
  2. WeTransfer - Free service for files up to 2GB
  3. WPI File Upload - Contact support for secure upload link

What to send: - Test case files (.wpt) - Always helpful for replay issues - Result files (.wpt) - Helpful for load test analysis issues - Diagnostic logs - Always include - Screenshots - Visual confirmation of errors

Cloud Engine Issues

For cloud engine problems, include this additional information:

  • AWS region (e.g., us-east-1)
  • Instance types (e.g., c5.xlarge)
  • Security group IDs (e.g., sg-0123456789abcdef)
  • Engine IP addresses
  • Error messages from AWS console (if any)

Engine logs (if support requests them):

  1. SSH to engine: 

    ssh -i your-key.pem ubuntu@<engine-ip>

  2. Collect engine log: 

    cat /var/log/wpi-engine.log

  3. Send log to support (copy/paste or upload file)

Server Monitoring Issues

For server monitoring problems, include:

  • Server OS (Windows, Linux, version)
  • Monitoring method (Agent, Direct Windows, WAR file, custom script)
  • Agent version (if using agent)
  • Firewall configuration (which ports are open)

Agent logs (if using Server Monitoring Agent):

Windows: 

%USERPROFILE%\.webperformance\AgentLogs\

Linux: 

~/.webperformance/AgentLogs/

Recording Issues

For recording problems, include:

  • Browser used (Chrome, Firefox, version)
  • Target website URL (if not confidential)
  • Proxy port (default 8888)
  • Network configuration (VPN, corporate proxy, etc.)
  • Screenshot of error (if browser shows error page)

Common questions support will ask: - Can you access the site in a regular browser? - Are you behind a corporate proxy or firewall? - Does the built-in browser launch? Does manual browser launch? - Do you see "Recording..." status in Load Tester?

Replay Issues

For replay problems, include:

  • Test case file (.wpt) - This is critical for diagnosis
  • Error messages from Error View (exact HTTP status codes)
  • Screenshot of Fields View (shows dynamic field configuration)
  • What works during recording vs. what fails during replay

Common questions support will ask: - Did you run the ASM wizard? - Do you see any 401/403/404 errors? Which transactions? - Does the site use authentication? What type? - Are there any dynamic fields configured (Fields View)?

Load Test Issues

For load test execution problems, include:

  • VU count and load profile (ramp-up, duration)
  • Engine configuration (local, cloud, how many engines)
  • Error rate during test (what percentage of requests fail?)
  • When errors start (immediately, at specific VU count, after duration)

Common questions support will ask: - Does replay succeed with 1 VU? - At what VU count do errors start appearing? - Are errors consistent or intermittent? - What do server logs show (if you have access)?

Response Time Expectations

Support typically responds within:

  • Email support: 1-2 business days
  • Critical issues (production down, urgent deadline): Same day (mention urgency in subject line)

Faster resolution if you: - Provide complete diagnostic information upfront - Include test case files and logs - Clearly describe steps to reproduce - Mention any deadlines or business impact

Self-Service Resources

Before waiting for support response, try these resources:

Use the search function (magnifying glass icon) to find relevant documentation for your error message or symptom.

AI Assistant (v7.0)

The AI assistant can diagnose many issues automatically: - Right-click test case → Ask AI - Describe your problem in natural language - AI will analyze test case, logs, and suggest solutions

Blog Posts

Many troubleshooting scenarios documented at webperformance.com/blog: - Search for error messages or symptoms - Check "Load Testing" and "Troubleshooting" categories

Video Tutorials

YouTube channel has walkthroughs for common tasks: - youtube.com/@webperformance

Community & Forums

User community (coming soon): - Share test cases and troubleshooting tips - Ask questions to other users - See common issues and solutions

Escalation

If your issue isn't resolved after initial support contact:

  1. Reply to the same email thread - Keep conversation in one place
  2. Provide requested information - Support may ask for more details
  3. Request escalation - If issue is time-sensitive, ask to escalate to senior engineer

For critical production issues: - Subject line: Start with "URGENT:" or "PRODUCTION DOWN:" - Business impact: Explain why it's critical (blocked release, production load test, etc.) - Deadline: State your deadline clearly

What to Expect from Support

Support will: - Help diagnose the issue using logs and test cases - Provide step-by-step solutions when possible - Escalate to engineering for bugs or product issues - Follow up until issue is resolved

Support may need: - Remote desktop session (TeamViewer, Zoom screen share) - Test case files to reproduce the issue - Server access (if server-side debugging needed)

A complete support request with diagnostic information attached gets you faster, more accurate help. The five minutes you spend gathering logs and writing clear reproduction steps saves days of back-and-forth.