Troubleshooting

Symptom to fix, in three tables: devices that won't connect, sign-in and network problems, and runs that misbehave.

Find the symptom, apply the fix. Three groups: devices, sign-in and network, runs.

Platforms	Android · iOS
Run won't start, vague error	Check your wallet balance first
Run waits without starting	No free device, or a lockable pool is fully leased
Every step slow	Cold cache, or caching isn't on for your app
Watch out	Still stuck after the tables? Use Report Issue — it bundles logs, screenshots and device state

Prerequisites

Gather these before working through the tables:

• The exact symptom and the screen it appears on

• The run status: Passed, Passed (healed), Failed, Error or Blocked

• The device model, OS version and whether it is local, cloud or private

• The desktop app version, and whether the same symptom occurs on another network

• Your wallet balance

• adb devices output, for an Android connection problem

Device won't connect

Symptom	Try
Android device not listed	Run adb devices. If it says unauthorized, accept the prompt on the phone. If it's absent, check the cable
Emulator listed but won't connect	adb is stuck or the emulator is still booting — Drizz states which. Wait, or run adb kill-server && adb start-server
Device locked	Unlock it. Drizz refuses a locked device
Duplicate emulator launched	Drizz attaches to a running emulator rather than booting a second. If two appear, close both and reconnect
iOS simulator won't connect	Confirm Xcode is installed and has been opened once
iOS "Preparing device" hangs	Disconnect, re-trust the Mac on the device, reconnect
WebDriverAgent signature failure	The Apple team can't sign. Check the team picker — free teams expire weekly
App won't install on a real iPhone	The build is a simulator build, or an App Store version of the same bundle ID is installed. Uninstall it first

Sign-in and network

Symptom	Try
Sign-in completes but the app doesn't log in	Known issue. Quit and relaunch. If it persists, use Report Issue
Personal email rejected	Working as designed. Sign in with your work email
Signed in but no apps or files	Org assignment, or a trial not yet approved. Contact Drizz support. Do not re-install
Files you had before have vanished	An org-assignment problem, not data loss. Contact Drizz support with your email and org name
Works on a hotspot, not on office wifi	Corporate TLS inspection. Run Help → Network Preflight
Sign-in hangs on a corporate network	Corporate TLS inspection. Run Network Preflight first

Runs

Symptom	Try
Run stuck on "Stopping"	Drizz recovers this after a timeout. If it doesn't, restart the desktop app
Run won't start, vague server error	Check the wallet balance. An exhausted balance does not always present as a billing message
Run waits without starting	No free device, or a lockable pool is fully leased — see Devices
Runs wait while devices sit idle	The block is data, not hardware. The lockable pool is smaller than the concurrency setting
Every step slow	Cache is cold, or caching isn't enabled for your app — see Caching
Suite got slower after a release	Expected. The UI changed and the cache is rebuilding
Tap fails right after typing	The keyboard is covering the element — see Type
Screen is black in the report	Secure screen. The OS blocks capture there, for every tool
Test plan references a missing app	The build may have expired — see Test plans
Run status reads Error	Infrastructure, not your test. Re-run. If it recurs, it's device capacity
Run status reads Blocked	Billing. Top up the wallet
Nothing counted as Cancelled any more	Infrastructure failures now report as Error — see Statuses
Green run, but a step healed	The description is weak. Rewrite it — see Self-healing
iOS run much slower than the Android one	Expected. iOS steps run roughly twice as slow
CLEAR_APP leaves state behind on iOS	A no-op there. Reset in-app, or use a fresh install

Still stuck

1. Open the desktop app.

2. Select Report Issue.

3. Submit. It bundles your logs, recent screenshots and device state and sends them to Drizz support.

Next

• When a step fails

• Statuses

• Reading a report

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Last updated: 6 August 2026