Issues

Support

The Support Team will need logs to speed up the investigations.

To generate the logs:

1. Reproduce your issue. 2. Run the command gmsaas logzip. A log archive named gmsaas-logs-YYYYMMDD-HHMMSS.zip will be created in the current directory. 3. Send a technical support request here. 4. Attach the logs archive.

Known issues

ModuleNotFoundError: No module named 'pkg_resources'.

This issue is due to Python 3.12 which breaks gmsaas dependencies.

Upgrade gmsaas to fix it.

To fix the missing dependency, you can run:

pip3 install --user --force-reinstall gmsaas

If gmsaas upgrade is not a short-term option for you, you can manually install the missing dependency:

pip3 install --user --force-reinstall setuptools

On macOS, "Error: unable to connect to Genymotion SaaS server". Check the gmsaas log file. The log file is located at:

~/.Genymobile/gmsaas/gmsaas.log

If you see a line like this:

ssl.SSLError: [SSL: CERTIFICATE_VERIFY_FAILED] certificate verify failed (_ssl.c:749)

Then your Python installation is missing SSL certificates. This issue is caused by a change in the way Python handles SSL connections since Python 3.6.0. You can install the missing certificates by running the Install Certificates.command script, which can be found in the folder where you installed Python. You can learn more about this issue from Python 3.6.0 release notes (scroll down to the "Notes on this release" section).

ModuleNotFoundError: No module named 'engineio.async_tornado'. Python-engineio dependency is outdated. Upgrade it. Simplest way to do so is:

pip3 install --user --force-reinstall gmsaas

psutil error at installation time.

Linux If error is Python.h: No such file or directory, the Python development package is missing. To install it:

# Ubuntu/Debian
sudo apt install python3-dev
# Fedora
sudo dnf install python3-devel

macOS If error is xcrun: error: invalid active developer path, XCode is missing. To install it:

xcode-select --install

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Known issues