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Samsung Developer Program

Troubleshooting

Common issues you may encounter when using Cloud Device Farm (CDF) and their solutions or workarounds.

Device Usage

Problem Solution/Workaround

The device is not responding.

Try one or more of the following:

  • Verify your network connection.

  • Wait several seconds before trying your actions again. The connection to the device may have been temporarily interrupted.

  • Disconnect from the device and start a new session. Any content you added to the device (such as any apps or files you uploaded, browser history, pictures or videos, and user credentials) is deleted.

Response time is delayed.

Note: Currently, all devices in CDF are located in the United States. For users outside of the continental U.S., there may be a noticeable delayed response when using a device.

If you are within the continental U.S. and are experiencing a delayed response on a device, try one or more of the following:

  • Click Recent Apps and close any apps that you do not need.

  • Verify your network connection. Your Internet service provider may be throttling your bandwidth if you have exceeded your data usage limit.

  • If you are using a router, try restarting your router.
  • Connect directly to the router. Do not use Wi-Fi (wireless) or a VPN.
  • If only Wi-Fi is available, move closer to the router or try improving reception by raising the router off the ground and away from cordless phones and microwave ovens.
  • Disconnect from the device and start a new session. Any content you added to the device (such as any apps or files you uploaded, browser history, pictures or videos, and user credentials) is deleted.

The message "Security policy prevents changing settings" displays when trying to access the Settings, Google™ Pay, or other app, or an app's settings.

For security purposes, you are not allowed to access this area on the mobile device.

Phone calls cannot be made and text messages cannot be sent.

These features are not available because the devices do not have SIM cards. Contact support@samsungdevelopers.com if you require a SIM-enabled device.

The device session expired or was disconnected before any uploaded apps, uploaded files, or pictures/videos taken during the session could be deleted.

When your session ends (if your session expires or you disconnect from the device), any apps or files you uploaded or any photos or videos you took during the session are deleted.

A Google account was used while testing the device. What happens to this information?

When your session ends (if you disconnect from the device or your session expires) or if you wipe the device, your Google login information is deleted.

The camera only displays a black screen.

For security purposes, the camera lens is obscured. However, you can still use the camera app.

The device does not respond to cursor swipes.

Make sure the cursor is on the device display before pressing the mouse button and swiping.

If the device still does not respond, try using the Swipe button in the side toolbar.

The Edge panel does not open.

Make sure the tip of the cursor is in the Edge panel handle before pressing the mouse button and swiping. It may take a few attempts to open the Edge panel.

Video of the last session does not appear in the History area.

It can take 10 minutes or more after your session ends before the video is available for viewing. If, after 10 minutes you do not see a video of your session in the History area, click the Refresh button.

Cannot create a video recording of my testing.

CDF automatically records your entire session. You can access and download this recording about 10 minutes after your session ends. Click the History button located in the top right corner of the CDF interface to display your video recordings (you do not need to reserve a device to access your video recordings).

See Session history for information about the History area.

Cannot rotate the device.

Currently, this feature is not available.

Cannot find my installed app.

Note: Theme APKs are not supported.

  1. Go to the device's home page.
  2. If there is an Apps icon on the home page, tap it. If there is no Apps icon, swipe up.
  3. Look for your app. If there is more than one page of apps, swipe left to view the next page. If there are additional pages, continue to swipe left until you find your app.
  4. If you still cannot find your app, verify that it was downloaded.

    1. Go to the device's home page.
    2. Swipe up.
    3. If there is a My Files app, tap it. If not, tap Samsung > My Files.
    4. Tap Installation files > Downloads.
    5. If you see your app listed here, tap it to install it. If prompted, change the settings to enable installations from unknown devices then tap INSTALL. Repeat steps 1-3. If you still cannot find your app, there may be a problem with the APK file.

      If you don't see your app listed here, it did not download successfully. Try downloading it again.

Cannot upload a media/configuration/other non-APK/TPK file.

Only APK or TPK files can be uploaded to a device. Instead, upload your files to the cloud and then download them to the device.

The message "CDF Client has stopped" displays when uploading an APK.

There may be a problem with your network connection. Check your network connection or try using another network connection.

Device Reservations

Problem Solution/Workaround

The desired device is not listed in the device list.

Verify in the Filter by section that the correct series is selected. Otherwise, the device is not available for testing.

The message "No free devices found at this time. Please try again later." displays after clicking the Reserve button.

All devices of this type are reserved. Try reserving the device at a later time.

The Device List does not refresh if all checkboxes are unselected in the Series filter.

The reservation process stalls if all checkboxes in the Series filter are unselected.

At least one item must be selected in the Series filter area.

No devices are displayed when the Tizen platform is selected.

Currently, only Android devices are available.

Launch or Log in to CDF

Problem Solution/Workaround

When CDF is launched, only a background pattern is displayed.

JavaScript is not enabled on your browser. Go to the options or settings in your browser and enable JavaScript.

CDF does not recognize my Samsung Developers or Samsung Developers Program account credentials during login.

You must use your Samsung account credentials to log in to CDF. This account is not the same as a Samsung Developers account or Samsung Developers Program account.

If you do not have a Samsung account, you can create a new Samsung account (if you have an existing Samsung Developers or Samsung Developers Program account, use the same email address when creating this account). If you do not remember if you have a Samsung account or have forgotten your account information, you can use the Find ID or Reset password link from the login page.

Cannot get to the Samsung Developer Program Dashboard from CDF.

If CDF is launched from the Samsung Developer Program Dashboard, CDF is launched in its own tab in the same web browser. Locate and select the Samsung Developer Program Dashboard tab in your web browser (look for the tab titled "Cloud Device Farm - Samsung Developer Program").

If CDF is launched from a bookmark or the link is entered directly into the web browser, open a web browser tab or another page and enter the following URL to launch the Samsung Developer Program Dashboard : https://program.developer.samsung.com/dashboard/

Links or bookmarked pages to the samsungdevelopers.com domain do not work.

The Samsung Developer Program web site has moved to a new domain: program.developer.samsung.com. Please update all your Samsung Developer Program links and bookmarks to use this new domain.

Logs

Problem Solution/Workaround

The log file saved on my personal computer is unreadable (no line breaks) in Notepad.

Use another editor, such as WordPad, to view the downloaded log file.

The log file display does not refresh or does not display any messages after entering another tag filter or selecting a priority filter.

If you are entering a tag filter, make sure you press Enter or click the magnifying glass icon to initiate the search. Otherwise, exit and re-enter the logs area and try filtering again.

The log file display does not refresh when entering a tag filter.

Be sure to press Enter or click the magnifying glass icon to initiate the search. Otherwise, exit and re-enter the logs area and try filtering again.

Web Browser

Problem Solution/Workaround

In the Internet Explorer (IE) or Microsoft Edge web browser, the message "Cloud Device Farm is not supported on the IE web browser. Please use Chrome, Firefox, or Safari." is displayed when CDF is launched.

Currently, the IE and Microsoft Edge web browsers are not supported. Use the latest version of the Chrome, Firefox, or Safari web browser instead.

In the Firefox web browser running on Windows, pressing the Backspace button on the keyboard reloads the web page.

By default, the Backspace button on the keyboard is mapped to the back button on the Firefox web browser (Windows only).

Galaxy Watch Apps

Problem Solution/Workaround

Cannot search for Galaxy Watch apps in the Galaxy Apps store.

Currently, Galaxy Watch app testing is not supported in CDF. Because CDF devices are not connected to Galaxy Watches, a search for Galaxy Watch apps in the Galaxy Apps store returns only Android apps.

However, you can still browse through Galaxy Watch apps in the Galaxy Apps store.

Theme Apps

Problem Solution/Workaround

Theme APK files cannot be uploaded.

Currently, Theme app testing is not supported in CDF.

Bixby

Problem Solution/Workaround

The Bixby button is not displayed in the sidebar menu of CDF.

The Bixby key is not available on the actual device. Therefore the Bixby button is not available in CDF.

The Bixby button is not responding.

The Bixby key may have been deactivated on the device. Do the following:

  1. On the device, go to the home screen.
  2. Long press on an empty section of the home screen (press and hold the mouse button for a few seconds before releasing it) then swipe to the right to bring up the Bixby Home card.
  3. Tap the Bixby Home card and follow the instructions to log in to Bixby Home using your Samsung account, if you are not already logged in.
  4. Click the gear icon to bring up the Bixby key toggle.
  5. Enable the Bixby key.
  6. Click the Bixby button in CDF. If the Bixby app closes, the Bixby key and button have been enabled.

 

Can't find the information you need? Is there a device or feature that is missing? Please provide your feedback by contacting support@samsungdevelopers.com.

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