Troubleshooting

Solutions to common issues and frequently asked questions.

Windows Availability

The Windows desktop app is not available in this release. Windows-specific troubleshooting below applies once the Windows build is released.

Installation Issues

Desktop App Won't Install

Windows: "Windows protected your PC" warning

Solution:

1. Click More info
2. Click Run anyway

This is a SmartScreen warning for new applications. Rock Smith is safe to install.

macOS: "Rock Smith can't be opened because it is from an unidentified developer"

Solution:

1. Right-click the Rock Smith app
2. Select Open
3. Click Open in the confirmation dialog

Or temporarily disable Gatekeeper:

sudo spctl --master-disable

Linux: AppImage won't execute

Solution:

1. Ensure the AppImage has execute permissions:

chmod +x "Rock Smith QA Platform_0.3.30_amd64.AppImage"

2. If you get missing dependencies error, install required libraries:

# Ubuntu/Debian
sudo apt-get install libgtk-3-0 libnotify4 libnss3 libxss1 libxtst6 xdg-utils libatspi2.0-0 libdrm2 libgbm1 libxcb-dri3-0

# Fedora
sudo dnf install gtk3 libnotify nss libXScrnSaver libXtst xdg-utils at-spi2-core libdrm mesa-libgbm libxcb

# Arch Linux
sudo pacman -S gtk3 libnotify nss libxss libxtst xdg-utils at-spi2-core libdrm mesa

3. If FUSE is required, install it:

# Ubuntu/Debian
sudo apt-get install fuse libfuse2

# Fedora
sudo dnf install fuse fuse-libs

# Arch Linux
sudo pacman -S fuse2

Checksum Verification Failed

Symptom: SHA256 checksum doesn't match the official value

Important: A mismatched checksum indicates the file may be corrupted or tampered with.

Solution:

1. Do NOT install the file - Delete the downloaded installer
2. Clear your browser cache
3. Download again from the official download page where you can find the latest version and verified checksums
4. Verify the checksum again using the correct command for your platform:

# Windows (PowerShell)
Get-FileHash "Rock Smith QA Platform_0.3.30_x64-setup.exe" -Algorithm SHA256

# macOS
shasum -a 256 "Rock Smith QA Platform.app.tar.gz"

# Linux
sha256sum "Rock Smith QA Platform_0.3.30_amd64.AppImage"

5. If the checksum still doesn't match, contact support immediately

Windows NSIS Installer Issues

Symptom: NSIS installer shows errors or won't complete installation

Solutions:

"NSIS Error: Error launching installer"

1. The downloaded file may be corrupted - verify the SHA256 checksum first
2. Download the installer again
3. Run as Administrator (right-click > Run as administrator)
4. Temporarily disable antivirus during installation

"Installer integrity check has failed"

1. This indicates file corruption - verify SHA256 checksum against the value on the download page
2. Re-download from the official download page
3. Ensure your disk has adequate free space (500+ MB)

Installation hangs or freezes

1. Close the installer
2. Restart your computer
3. Disable antivirus temporarily
4. Run the installer as Administrator

App Won't Launch

Symptom: Double-clicking app does nothing

Solutions:

1. Check system requirements: Verify your OS version meets minimum requirements
2. Restart computer: Simple reboot often resolves launch issues
3. Reinstall app: Completely uninstall and reinstall Rock Smith
4. Check antivirus: Some antivirus software blocks Electron apps - add exception

Still not working? Contact support with:

• Operating system and version
• Error messages (if any)
• Steps taken before issue occurred

Authentication Issues

Can't Sign In

Symptom: Login fails with "Invalid credentials" or similar error

Solutions:

1. Reset password: Click "Forgot password" and follow email instructions
2. Check email: Ensure you're using the correct email address
3. Clear app cache:
   • Windows: %APPDATA%\Rock Smith\
   • macOS: ~/Library/Application Support/Rock Smith/
   • Linux: ~/.config/Rock Smith/
4. Verify account: Check your email for verification link if recently signed up

Testing Issues

Test Won't Start

Symptom: Clicking "Run Test" does nothing or shows error

Common Causes & Solutions:

Insufficient Credits

• Check credit balance in top-right corner
• Purchase more credits or upgrade plan
• Go to Account Settings > Credits

Invalid URL

• Ensure URL includes protocol (https:// or http://)
• Check for typos in URL
• Verify site is accessible (not down or blocked)

Browser Permission Denied

• Grant Rock Smith permission to control browser
• Go to Settings > Permissions
• Re-authorize browser access

Network Connection Issue

• Check internet connection
• Disable VPN temporarily
• Check firewall settings

Test Fails or Times Out

Symptom: Test starts but fails to complete

Solutions:

For timeout errors:

1. Test simpler page first (e.g., homepage only)
2. Reduce test scope (single page instead of full site)
3. Check if target site is slow to load
4. Increase timeout in test settings

For authentication-protected sites:

1. Configure authentication in test settings
2. Provide valid credentials
3. Use session cookie if form login doesn't work
4. Test from network where site is accessible

For localhost/internal sites:

1. Ensure site is running locally
2. Check port number is correct
3. Verify firewall allows local connections
4. Use 127.0.0.1 instead of localhost if issues persist

Unexpected Test Results

Symptom: Test reports issues that don't seem correct

Possible Causes:

False Positives (Issue Reported Incorrectly)

1. Review the specific issue and screenshot
2. Manually verify the issue exists
3. If incorrect, report false positive via Report Issue button
4. Rock Smith AI improves over time with feedback

Missed Issues (Known Issue Not Detected)

1. AI detection may not catch all issues (targets 70-80% coverage)
2. Supplement with manual testing for critical flows
3. Report missed issues to help improve detection
4. Consider increasing test scope or detail level

Dynamic Content Not Tested

1. Ensure test includes interactions (clicks, scrolls)
2. Configure test to trigger dynamic content
3. Test authenticated states separately

Credit and Billing Issues

Credits Not Deducted/Added

Symptom: Credit balance doesn't update after test or purchase

Solutions:

1. Refresh app: Click account icon > Refresh Balance
2. Check transaction history: Account Settings > Usage
3. Wait for sync: Stripe sync can take 1-2 minutes
4. Contact support: If balance still incorrect after 5 minutes

Payment Failed

Symptom: Credit card declined or payment error

Solutions:

1. Verify card details: Check card number, expiration, CVV
2. Check billing address: Ensure address matches card billing address
3. Try different card: Use alternative payment method
4. Contact bank: Some banks block online subscriptions - authorize charge
5. Retry payment: Account Settings > Billing > Retry Payment

Unexpected Overage Charges

Symptom: Billed for more credits than expected

Solutions:

1. Review usage: Account Settings > Usage shows detailed breakdown
2. Check test history: Verify all tests were intentional
3. Contact support: If charges seem incorrect, we'll investigate

Report Issues

Report Not Generating

Symptom: Test completes but no report appears

Solutions:

1. Check test history: Projects > Test History - report may be there
2. Refresh app: Close and reopen Rock Smith
3. Re-export report: Select test from history and click Export
4. Check disk space: Ensure adequate storage for report files
5. Contact support: Provide test ID from test history

Report Shows "Error" or Incomplete Data

Symptom: Report generated but shows errors or missing sections

Solutions:

1. Re-run test: Sometimes transient issues affect single tests
2. Check target site: Ensure site was accessible during test
3. Review test logs: Test History > Select Test > View Logs
4. Report bug: Use Report Issue button with test ID

Can't Export Report

Symptom: Export fails or exported file is corrupted

Solutions:

For HTML exports:

1. Ensure adequate disk space
2. Try exporting to different location
3. Disable antivirus temporarily
4. Use "Save as ZIP" option

For JSON/Markdown/XML exports:

1. Check file permissions on destination folder
2. Try exporting to desktop first
3. Verify filename doesn't have special characters
4. Ensure adequate disk space

Performance Issues

App is Slow or Unresponsive

Symptom: Rock Smith desktop app lags or freezes

Solutions:

1. Close other applications: Free up system resources
2. Restart app: Close and reopen Rock Smith
3. Update app: Ensure you're running latest version
4. Check system resources: Verify adequate RAM available

Tests Take Too Long

Symptom: Tests run much longer than expected

Possible Causes:

• Large site: More pages = more time
• Slow target site: If site itself is slow, test takes longer
• Complex interactions: Dynamic content adds time
• Network latency: Slow connection affects test speed

Solutions:

1. Reduce test scope (fewer pages)
2. Test faster pages first
3. Use wired connection instead of WiFi
4. Run tests during off-peak hours

Browser Issues

Browser Window Doesn't Open

Symptom: Test starts but no browser window appears

Solutions:

1. Check browser installation: Ensure Chrome is installed
2. Grant permissions: Allow Rock Smith to control browser
3. Disable headless mode: Settings > Testing > Uncheck "Headless mode"
4. Reinstall browser: Update or reinstall Chrome

Browser Crashes During Test

Symptom: Browser closes unexpectedly during testing

Solutions:

1. Update browser: Ensure Chrome is latest version
2. Disable extensions: Browser extensions can interfere
3. Increase memory: Close other browser windows
4. Test simpler pages: Complex pages may cause crashes

Connection Issues

"Connection Lost" Errors

Symptom: Tests fail with connection errors

Solutions:

1. Check internet: Verify stable internet connection
2. Disable VPN: VPNs can interfere with testing
3. Check firewall: Ensure Rock Smith can access internet
4. Restart router: Sometimes router reset helps
5. Contact support: May be service outage

Can't Test Internal/Localhost Sites

Symptom: Error testing localhost or internal network sites

Solutions:

1. Verify site is running: Ensure development server is active
2. Check port: Confirm port number is correct
3. Use IP address: Try 127.0.0.1 instead of localhost
4. Firewall exception: Allow Rock Smith through firewall
5. Network permissions: Some corporate networks block local testing

Getting Help

Before Contacting Support

Gather this information:

1. Rock Smith version: Settings > About
2. Operating system: Windows/macOS/Linux and version
3. Test ID: From test history if issue is test-related
4. Error messages: Screenshot or copy exact error text
5. Steps to reproduce: What you did before issue occurred

How to Contact Support

Email Support

• Address: support@rocksmith.ai
• Response time: Within 24 hours (faster for paid plans)
• Best for: Non-urgent issues, detailed problems

What to Include in Support Requests

For Test Issues:

• Test ID from test history
• Target URL being tested
• Expected vs actual behavior
• Screenshot of issue

For Billing Issues:

• Account email
• Transaction ID or date
• Description of issue

For App Issues:

• Operating system and version
• Rock Smith version
• Steps to reproduce
• Error messages or screenshots

Known Issues

Current Known Issues

We're actively working on these:

Windows: Some antivirus software flags the NSIS installer (false positive)

• Workaround: Add exception for Rock Smith in antivirus settings
• Always verify: Check SHA256 checksum before installation to ensure file integrity

macOS: Gatekeeper warnings on first launch

• Workaround: Right-click > Open instead of double-clicking
• Always verify: Check SHA256 checksum before installation

Linux: AppImage requires FUSE on some distributions

• Workaround: Install FUSE libraries (see Installation Issues above)
• Alternative: Extract and run AppImage with --appimage-extract-and-run flag
• Always verify: Check SHA256 checksum before running