# Issues

# Support

Whatever your problem is, the Support Team will need logs to speed up the investigations. To generate them:

  1. Reproduce your issue
  2. Run gmsaas logzip: an archive named gmsaas-logs-YYYYMMDD-HHMMSS.zip will be created in the current directory
  3. Contact us here(opens new window)


Don't forget to attach the logs archive.

# Known issues

# On macOS "Error: unable to connect to Genymotion SaaS server"

Check gmsaas log file (you can find it in ~/.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 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(opens new window) (scroll down to the "Notes on this release" section).

# ModuleNotFoundError: No module named 'engineio.async_tornado'

python-engineio dependency is outdated, you need to upgrade it. Simplest way to do so is:

pip3 install [--user] --force-reinstall gmsaas

# psutil error at installation time

# On Unix

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

  • on Ubuntu: sudo apt-get install python3-dev
  • on Fedora: dnf install python3-devel

# On macOS

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