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Last updated: May 02, 2018 19:58

By Christopher Alton

Sometimes your website or app will not load on the mobile device, or desktop web device. Here are some practices to follow to fix the issue.

There will be times when you are trying to open a website on a mobile device, and the website fails to open. This can happen for many different reasons. The most common, but not limited to, are as follows:

  • Error 500, server not found
  • Page unable to load
  • Too many redirects
  • Page loads, but is blank or has no data displayed
  • The device is not connected to the internet

Solution (Mobile Devices)

For Mobile Devices: When you are facing these types of issues, the first step is to ensure the device has internet services. This means the device may have cellular (mobile) service, or the mobile device is connected to Wi-Fi. While many devices have cellular service, all of them should be able to connect to the Wi-Fi network.

By default, Perfecto uses a Wi-Fi network called Perfecto. All devices in the Perfecto hosted data centers should be able to connect to this network.

For more information on how to connect a mobile device to Wi Fi, you can follow this external link for Android devices, and this external link for Apple (iOS) devices.

If you can reach the public internet on a mobile device, most likely by surfing to google.com, then the device has internet service. If your test site will not load, please check the next steps below.


Private Browsing Mode/Incognito Mode

Most browsers today can use a private browser mode. This can cause problems with website that use any form of cookie or security token. If you find that private browsing is enabled on your device, try turning it off and then running your tests.

Turn off Private Browsing for iOS devices

Turn off Incognito Mode for Google Chrome in Android devices


Clearing the Mobile Browser Cache

Mobile device browsers store, or cache, sessions when they are browsing the internet. This can lead to issues such as expired cookies and expired/invalid website data. Depending on the device, a power cycle will not clear this information. In order to clear the cache/cookies/history of a mobile browser, you can use the Browser Clean function (android only).

If browser clean does not work, you can also clear the mobile browser by using the official steps from Google Chrome and Apple for iOS (Safari). Yes, you can use these steps to write an automated function to clear the browser of a mobile device.

iOS Only: Safari provides the ability to do a "Private" browsing option. Turn that off as private browsing tends to block cookies and connection attempts in secure apps

Android Only: Google Chrome in Android provides the ability to "go incognito". Turn this off as incognito browsing tends to block cookies and connection attempts in secure apps.

Websites and Applications on Intranets

Some test websites and test apps are on a corporate intranet. This means that the website may not be reachable from the public internet. Since the mobile devices on cellular, and in most cases on Wi-Fi, originally start with public internet, you may not be able to access your test site. To overcome this obstacle, you may need to install a VPN client to the mobile device, or use the built in VPN client (iOS), and configure it to connect to your corporate intranet.

*Note: Enterprise accounts may already have specialized configurations on their private cloud, to access these intranet test sites. Please contact your customer success manager/sales manager for details.


Solution (Desktop Web Devices)

For Desktop Web Devices: Desktop web devices will always have Public Internet access by default.

Websites and Applications on Intranets

Some test websites and test apps are on a corporate intranet. This means that the website may not be reachable from the public internet. Since the desktop web devices originally start with public internet, you may not be able to access your test site. To overcome this obstacle, you may need to have Perfecto configure GRE to connect to your corporate intranet.

*Note: Enterprise accounts may already have specialized configurations on their private cloud, to access these intranet test sites. Please contact your customer success manager/sales manager for details.


Private Browsing Mode

Most browsers today can use a private browser mode. This can cause problems with website that use any form of cookie or security token. If you find that private browsing is enabled on your device, try turning it off and then running your tests.

Turn off Private Browsing for Safari on MAC

Turn off Incognito Mode for Google Chrome in Desktop Web



If these steps do not work for you, please contact the Perfecto Support team for further assistance with your inquiry.


Updated May 2nd, 2018