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Support & Troubleshooting

Stuck on something? This page covers self-service troubleshooting and how to get help.

Before you reach out​

A quick checklist that resolves most issues:

  1. Confirm your identity with nullctl get whoami (or GET /api/v1/whoami). Many problems are an expired session or an unlinked account.
  2. Check your permissions with nullctl get permissions. You may simply not have access to the resource yet, so ask your tenant admin.
  3. Check resource status. An emulator that "does not work" is often still provisioning. Use nullctl get emulator <id> or the status endpoint.

Common issues​

Emulator stuck in provisioning​

The platform is cloning the snapshot, scheduling the device, and waiting for it to boot.

  • Give it a moment. Boot from snapshot is fast but not instant.
  • Verify the snapshot is valid and ready to deploy from.
  • If status becomes failed, delete it and try again, or pick a different snapshot. Note the emulator ID when contacting support.

401 Unauthorized​

  • Your token is missing or expired. Re-authenticate with nullctl auth token.
  • Ensure the header is Authorization: Bearer <token>.

403 Forbidden​

  • You are authenticated but not permitted. Check nullctl get permissions.
  • In CI, this often means your identity needs account linking. Follow the link the API returns, and see Authentication.

Cannot connect ADB​

  • Confirm the emulator is running before connecting.
  • Re-run nullctl adb connect <id>, which manages the secure proxy for you.
  • If your local adb is in a bad state: adb kill-server && adb start-server.

Device screen will not stream​

  • The screen streams over WebRTC, relayed through a secure gateway. Use a current browser and allow it to make WebRTC connections.
  • On restrictive networks the relay handles most cases. If it still fails, note your network setup when contacting support.

Hit your emulator limit​

  • Each user can run a bounded number of concurrent emulators. Delete devices you are finished with (nullctl delete emulator <id>) to free capacity, or ask your tenant admin about limits.

Sending feedback​

You can send product feedback directly from the platform. The portal includes a feedback option that reaches the Null Autos team. Include what you were doing, what you expected, and what happened.

Getting help​

Support is provided through your organization's Mattermost channel, where the Null Autos team is available directly. If you are unsure which channel to use, ask your tenant administrator.

When asking for help, include:

  • What you were doing and the exact command or API call.
  • Identifiers such as emulator ID, snapshot name, tenant, and approximate time.
  • What you expected versus what happened, including any error message.
  • Logs where relevant (emulator logs via the Logs panel or GET /api/v1/emulators/{id}/logs).
tip

Response times and any service-level commitments depend on your organization's agreement with Null Autos.

Useful references​