Common Error Messages

Below are some Sauce Labs automated testing common error messages and how to fix them.

Abuse Job#

Description

Your job or account has been banned for abusing the Sauce Labs service.

Cause(s)

Sauce Labs takes measures to safeguard our price and performance for our paying customers, including termination of accounts we believe are not operating in good faith.

How to Resolve

If you are a paying customer, please open a Sauce Labs support ticket to request your ban be reviewed. Sauce Labs will not reverse abuse bans for Free or Open Sauce users.

Failed to Download Mobile Application#

Mobile App Testing Only

Description

The capabilities you've supplied include a URL to a mobile application to install and test. This may be a URL pointing to Application Storage, or a hosted app online. When we started your test, we were unable to correctly download a valid application from that URL. We may have been able to download something, but that something was not a valid application.

Cause(s)

  • You've specified an app hosted in storage, but there is nothing stored for your account with the given name.
  • You've specified an app hosted online, but the URL you've used can't be contacted by Sauce Labs.
  • You've specified an app hosted in your corporate network which can't be accessed via the Internet.
  • You're not providing the full path to the app file itself.
  • The site serving your application requires authentication.

How to Resolve

We recommend avoiding all problems with apps hosted internally by uploading storage instead.

If you're already using storage, check:

  • Your upload to storage has succeeded.
  • Your upload to storage was within the last 60 days.
  • Your uploaded app has the same MD5 hash as it does on your machine.
  • You're starting the app capability with sauce-storage:. There shouldn't be a leading http.
  • You're using the exact name you provided via the rest API, not the original filename. For example, if you uploaded a file named my_app.apk to https://saucelabs.com/rest/v1/storage/YOUR_USERNAME/new_app_name.apk, your file is available as sauce storage:new_app_name.apk.

Internal Server Error#

Description

This is a rare but known error. It indicates that the OnDemand portion of the Sauce Labs service lost its connection with the Virtual Machine running a test. Because the connection with the VM was lost, the details of the test (logs, video, metadata) will also be lost.

The error is expected to occur no more often than 0.1% (1 out of 1000 tests) over a sustained period of time. The same test, when run a second time, is very likely (999 out of 1000 times) to succeed.

Cause(s)

The first explanation is that the VM crashed. When that happens, the VM stops communicating with our OnDemand services and the VM is effectively "lost." This can happen when:

  • The VM runs out of disk space or RAM.
  • There is a bug in the browser, OS, virtualization software, or combination of all three, which then causes the VM to crash.

It's difficult to reliably distinguish between these two cases automatically. The error message “internal server error” is meant to cover both of them.

Of the two causes above, the second is more common. Unfortunately, these crashes are hard to isolate much less prevent. They are usually not under our control and quite intermittent. This is the rate at which VMs and browsers crash, and crashes in those components can be triggered more or less often depending on what actions you choose to run within their tests.

A second possible explanation is an infrastructure problem within Sauce's service. The state of a VM running a test is kept track of by a number of daemons and database entries, which are frequently updated. Collectively, they make up the “connection” between OnDemand and the VM. The connection can be lost if the network drops packets, the database becomes corrupt, or daemons crash.

A third, very rare case is when the error can be correlated to a particular combination of requested capabilities. This happened in May 2016 with the combination of a certain screen resolution (1400x1050) and a certain OS (Windows 7) -- but only for certain tests. We no longer allow that combination to be run on our service.

How to Resolve

Check the error rate over time. It is expected to occur approximately 0.1% of the time (1 out of 1000 tests). If the error rate remains below this level, add a retry for this kind of error into your Continuous Integration program. You can contact help@saucelabs.com to check the error rate if it’s not easy to ascertain from your own CI program.

If the error rate is over 0.1% for a short period of time, check our Systems Status page for signs of an incident at a time corresponding to the elevated error rate. Some types of incidents (but not all) will cause Internal Server Errors.

If the error rate is over 0.1% for a sustained period of time (days or weeks), contact help@saucelabs.com. We'll try to identify a pattern to the errors (for example, is it particular to one type of browser, OS, or test). Note that this is the least likely explanation.

Test Didn't See a New Command for 90 Seconds#

Web App Testing Only

Description

You'll see this error when Sauce Labs doesn't receive a new command from your Selenium script in more than 90 seconds (the default duration for a timeout).

Cause(s)

There are a few potential causes for this error:

  • The most common cause is that your script crashed, was forcefully interrupted, or you lost internet connectivity.
  • If your tests don't include a session ending request, such as a call to driver.quit() or browser.stop(), they will will keep running forever, consuming all test minutes available in your account. This error is thrown after 90 seconds as a means of preventing this.
  • A less common, but still possible cause, is that your test legitimately needs more than 90 seconds to send a new command to the browser. This happens most often when a network or disk IO error occurs between Selenium API calls in your tests (for example, for DB queries, local file reads, or changes).

How to Resolve

  • Make sure you have internet connectivity.
  • Make sure your script includes driver.quit() or browser.stop() to conclude the test.
  • If your test needs more than 90 seconds to send a new command to the browser, use the idleTimeout capability to modify Sauce's wait time for further commands. For more information, Test Configuration Options > Timeouts section.

Test Exceeded Maximum Duration of 1800 Seconds#

Description

You'll see this error when your test suite is still running in a session that has lasted more than 1800 seconds (30 minutes).

Cause(s)

  • The most common cause for this is an infinite loop in your tests that keeps sending commands without an end clause.
  • Tests that run locally can take longer when run with Sauce.

How to Resolve

  • Check for infinite loops in your test.
  • If you suspect that the error is related to latency in the Sauce network or testing infrastructure, consider breaking your test suite up into small, autonomous, atomic tests.
  • If your test needs more than 1800 seconds to complete, you can use the maxDuration capability to make Sauce wait longer for your test to complete. You can find more information about this capability under Test Configuration Options > Timeouts section.

User Terminated#

Description

The testing session was terminated by the user.

Cause(s)

Your test was manually interrupted using the Cancel or Breakpoint buttons in the Sauce Labs application. Since both of these take control of the virtual machine immediately, test assets like screenshots, video, or logs that require additional execution time will not be collected and made available afterwards.

How to Resolve

Don't push the buttons!

You've Exceeded Your Sauce Labs Concurrency Limit#

Description

You have requested too many tests to run at the same time.

Cause(s)

Each Sauce Labs account has a maximum number of tests it's allowed to have open at the same time. We refer to this as your concurrency. You can see your concurrency limit on your Sauce Labs. Sauce Labs will not run additional tests once you've reached your concurrency limit.

How to Resolve

Run fewer tests or upgrade your account to run more.

A Failure Occurred While Trying to Upload the Video#

Description

After your job completed, Sauce Labs attempted to upload the video we recorded to our storage provider. Something went wrong with this process and we were unable to do so before the VM was erased. Unfortunately, there is no way for us to recover the video of this test.

Cause

This is generally caused by an infrastructure or network issue with Sauce Labs or our storage provider. This is very rarely caused by customer tests, but in those cases, it may be caused by the impact of the test on the virtual machine, leading, for example, to out of memory errors.

How to Resolve

Check our Systems Status page to see if we have an ongoing incident with video storage. If not, re-run your test.

If you experience this issue repeatedly while there is no listed issue, reach out to support.saucelabs.com for assistance.

Invalid Parent Tunnel#

Description

Your tests are requesting a Sauce Connect tunnel opened by one of the accounts above it in your account hierarchy. That tunnel is not available for use.

Cause

When requesting a new Sauce Labs job, you provided the parentTunnel capability. Sauce Labs attempted to find an account above you in your account hierarchy, running a Sauce Connect tunnel, configured to be shared with subaccounts. We did not find a matching account, for one of the following reasons:

  • You are requesting an account that does not exist.
  • You are requesting an account that is not on your team or an admin account.
  • You are requesting an account that is not sharing any Sauce Connect tunnels.
  • You are requesting an account that is not running any Sauce Connect tunnels.
  • You are requesting an account for which Sauce Connect tunnels have been shut down (by the user or an error).

How to Resolve

Reach out to the person who administers the account that you set as the parentTunnel capability; this person sets the tunnel sharing permissions. Ask them to confirm the following:

Restarting the Sauce Connect tunnel may be required.

Alternatively, you can remove the parentTunnel capability from your tests. If you need Sauce Connect to run your tests, you will need to set up an alternative tunnel.

The New Session Request was Cancelled before a Sauce Labs Virtual Machine was Found#

Description

Your test runner opened a network connection and requested a new Sauce Labs session, then closed the connection before Sauce Labs could make one available.

Cause

This error has a few potential causes:

  • You're running too many tests at a time. Go to Account > User Settings and check the number of Concurrent VMs associated with your account, which is the maximum number of tests you can run at a time, based on your subscription level. If your account can run two concurrent VMs, and you're launching 10 tests, eight will be "queued" until one of your tests finishes and a slot frees up. However, if this takes a long time, your test runner may choose to end the queued jobs after a few minutes instead of waiting.

  • High job wait times. Check our Systems Status page and Sauce Labs Ops (@SauceOps) on Twitter for up-to-the-minute news about any issues within the service. If something causes demand for certain VMs to stack up, your jobs may be queued and (as above) terminated by your test runner.

  • Client timeout with iOS Simulator tests. iOS Simulator test sessions take a little while to spin up, and your client side timeouts may not be set sufficiently to allow for this.

How to Resolve

  • Make sure you're launching an appropriate number of jobs for your account.
  • If you see this error with iOS Simulator tests, please make sure the timeouts in your test runner/framework are set to a sufficient duration to allow iOS Simulator tests to start up. We recommend a minimum of 2 minutes.

Selenium Didn't Complete Your Last Request on Time#

Description

You'll see this error when Sauce Labs doesn't receive a response from Selenium or Appium to your script's last command in more than five minutes (the default duration for the timeout). Without this timeout, any tests in which the Selenium, Appium server, or browser crashes would keep running forever, consuming all test minutes available in your account.

Cause

There are a few potential causes for this error.

  • The most common causes for this error are either unresponsive JavaScript in your application, or a bug in Selenium/Appium.
  • A less common, but still possible cause, is Selenium or Appium legitimately needing more than five minutes to run your command.
  • This error will also be thrown if the browser crashes during your test.

How to Resolve

  • If the issue is Selenium needing more than five minutes to run your command, you can use the commandTimeout capability to have Sauce wait longer for your command to execute. You can find out more about this capability under Test Configuration Options > Timeouts section.
  • If the cause is a browser crash, the easiest way to check is to watch the video of the test. If this is the case, you may be able to resolve the error by removing memory-hungry commands from your test script, like fetching the page source or taking screenshots with Selenium.

Test Assets Have Expired#

Assets for this test are no longer available on Sauce Labs servers.

Description

This error occurs when you attempted to look at your test assets more than 30 days after the test was run.

Cause

Sauce Labs data retention policy states that test assets, including videos, screenshots, and logs, are retained for 30 days. After thirty days, you can still view the Test Details page for information about your test, such as the test parameters and metadata, but these assets will have expired and been removed.

How to Resolve

If you find that you regularly need to examine test assets after the 30-day retention period, Sauce Labs recommends that you download your job assets if this is an information that you must keep in your records.

The Connection with Your Virtual Machine was Lost and Your Job Can't Complete#

Web App Testing Only

Description

You'll see this error when our infrastructure loses communication with the VM being used for your test and can't regain that connection after a reasonable time. If you only get this message rarely and randomly, it is probably a fluke on our end caused by an infrastructure blip.

However, if you are experiencing this error repeatedly for a specific test or set of tests, there may be an issue on your end that's causing the failure. For example, if the error regularly appears after a specific Selenium command, there could be something wrong with the test that is causing Selenium to crash. We have also seen issues with pre-run executables.

Cause

  • There may have been a hiccup in our infrastructure. If this message comes up rarely and randomly, this is most likely the cause.
  • If the error comes up repeatedly, there is likely an issue with your test. Most likely causes are:
    • Your test is consuming too much memory.
    • A pre-run executable is causing the browser to start to hang.

How to Resolve

For random, rarely occurring issues, we recommend ignoring this error and re-running your test. For repeat occurrences:

  • Try breaking up your tests into smaller, more atomic, more independent chunks. We recommend that tests should take no longer than five minutes to run.
  • If you suspect the problem is with your app's memory requirements, lowering the screen resolution may lower the rendering requirements.
  • Try removing any pre-run executables from your capabilities to see if that resolves the problem.
  • Once you've done all of the above, raise a support ticket.

The Requested Combination of Browser, Version, and Operating System is Not Supported#

Web App Testing Only

Description

The combination of browser, version, and operating system you want to use in your tests is not supported.

Cause

  • You may have set an invalid combination of browser/version/operating system for the capabilities of your test. For example, Safari/Windows 8 would be an invalid combination.
  • You may have selected a combination or component of the combination that is not supported by Sauce Labs.
  • You may have selected a version of Selenium to test with that is too old to support the browser you selected. In that case, your error message will look more like this:
    The requested combination of browser, version and OS is unsupported by the Selenium version requested and would lead to a test failure. Please set a different Selenium version, or just don't set it at all to default to a working version...

How to Resolve

The Sauce Labs Virtual Machine Failed to Start the Browser or Device#

Description

The Sauce Labs virtual machine was unable to start the browser or device specified for your test.

Causes

  • If you're running a Selenium test, this usually means that you're specifying a Selenium version that isn't compatible with the browser/version/OS you selected.
  • If you're running an Appium test, this usually means that you're specifying a Appium version that isn't compatible with the browser/version/OS you selected.
  • You may have requested an incompatible platform/OS/browser combination.

How to Resolve

  • You can usually resolve this error by choosing a new version of Selenium or Appium for your test, or leaving the version blank to default to the latest version.
  • Check your test capabilities to make sure you haven't set an incompatible platform/operating system/browser combination.
  • Use the Platform Configurator to set the capabilities of your test.

The Virtual Machine's Disk has Filled Up#

Description

The Virtual Machine hosting the browser or device running your tests has run out of space on its virtual disk.

Cause

Our VMs have virtual disks that, just like hardware disks, can fill up. We make sure that our virtual machines have at least 3G free when we start a job, but sometimes complex/long-running tests fill up the guest machine's allocated space. This causes Selenium to crash, which ends your test.

This isn't always restricted to the tests, either; an app under test which consumes a large amount of memory, which suffers from significant JS memory leaks or which opens a lot of tabs can cause this issue.

How to Resolve

Break out your long tests into shorter tests and/or make sure that your tests are not filling up a lot of disk space on the VM. Our best practices topic on small, atomic, autonomous tests has some tips that can help with this problem.

Last updated on by Kim