Troubleshooting Studio

When TestRelic Studio can't do something, it shows you what happened, the steps to fix it, and a code like TR-NET-0403. Every code on this page is an anchor — Studio's "More help" link brings you straight to the right section, and you can jump to one by hand with …/troubleshooting#tr-net-0403.

If you're opening a support ticket, quote the code. It tells us exactly which check failed, which saves a round trip asking for screenshots.

Network and connection

tr-net-0403

Security software on this computer intercepted the connection, so it never reached TestRelic.

Antivirus products with an HTTPS or web-scanning feature sit between applications and the network, decrypt the traffic, inspect it, and re-encrypt it. When that inspection refuses a connection it answers with its own error page — so the failure looks like it came from our servers, when in fact nothing left your machine.

Studio retries automatically when it detects this on a request that is safe to repeat, because the interception is often intermittent. Requests that must not be sent twice — signing in is one — are never retried, so there the retry is your own: press the button again.

This is a bug on our side, not a misconfiguration on yours. We are working with antivirus vendors to have TestRelic recognised, and signing our releases so scanners can verify who published them. Until that lands, the steps below are workarounds.

1. Try again. This clears on its own more often than not.
2. Allow TestRelic Studio in your antivirus. Add the application to its allowed or excluded applications list.
3. On a managed device, ask IT to allow testrelic.ai.

If you allow the application, these are the paths:

Allow the CLI too if you use it — Studio runs testrelic for chat, so a block on one is a block on both.

tr-net-0001

TestRelic is unreachable from this computer.

The connection couldn't be established at all — no response, refused, or no route.

1. Check your internet connection.
2. Disconnect from any VPN and try again.
3. If you're behind a corporate firewall, ask for *.testrelic.ai to be allowed.

tr-net-0002

TestRelic took too long to respond.

The request reached us but no reply arrived within the time limit. Usually a slow or congested link rather than a fault.

1. Wait a moment and try again.
2. Check your connection if it keeps happening.

tr-net-0003

This computer can't resolve the TestRelic address.

A DNS failure — the name testrelic.ai couldn't be turned into an address.

1. Disconnect from any VPN and try again.
2. Check your DNS settings, or switch to a public resolver to test.
3. If you use a split-tunnel VPN, confirm it isn't capturing DNS.

tr-net-0004

The secure connection couldn't be verified.

The TLS certificate didn't validate. Like tr-net-0403, this is usually antivirus or a corporate proxy inspecting HTTPS traffic and presenting its own certificate in place of ours.

1. Check your computer's clock. A badly wrong date invalidates every certificate, and it's the one cause here that is genuinely local.
2. Allow TestRelic Studio in your antivirus — add it to the allowed or excluded applications list.
3. On a managed device, ask IT to allow testrelic.ai.

As with tr-net-0403, don't switch HTTPS inspection off to work around this.

tr-net-0009

The response wasn't readable.

Something arrived, but not what the API sends. Almost always the tail of the same interception behind tr-net-0403 — a block page where JSON was expected.

1. Check any antivirus or proxy that inspects HTTPS.
2. Add TestRelic Studio to its exclusions.

tr-net-0010

A download stopped before the file was complete.

The connection dropped partway through. Nothing is written from a partial download, so there's no corrupt file to clear up.

1. Try the download again.
2. Check your connection if it keeps stopping.

tr-net-0500

TestRelic had a problem on its side.

This one is ours, not yours.

1. Wait a few minutes and try again.
2. If it persists, contact support with the code and roughly when it happened.

Configuration

tr-cfg-0001

The server address points at the TestRelic web app instead of its API.

Every request is reaching us, but at the wrong door: the address is missing the /api/v1 path, so the web app answers with its own page where Studio expected data.

The address must end in /api/v1:

1. Check the server address — it must end in /api/v1.
2. The default is https://platform.testrelic.ai/api/v1.
3. If your team self-hosts TestRelic, confirm the address with whoever runs it.

This used to be reported as tr-net-0403, because the app's page and an antivirus block page are both HTML. If you are on an older build and saw an antivirus message you could not act on, this is very likely what it was.

Signing in

tr-auth-0401

Your session has expired.

Sessions don't last forever, and signing in elsewhere can end an older one.

1. Sign in again.

If sign-in itself fails, the error will carry a different code — usually tr-net-0403.

tr-auth-0403

Your account doesn't have access to this.

You're signed in, but this organisation or resource isn't available to your account. This is a permissions boundary, not a fault.

1. Ask an owner of your organisation to grant you access.
2. Check you're signed in as the right account if you have more than one.

Files and downloads

tr-file-0001

Studio couldn't find a place to save the download.

Your Downloads folder couldn't be located.

1. Check that your Downloads folder exists.
2. Then try the download again.

tr-file-0002

Writing the file to disk failed.

1. Check you have free disk space.
2. Check the folder isn't read-only or synced by something holding a lock.
3. Then try again.

tr-file-0003

Studio doesn't have permission to write to that folder.

1. Choose a different folder.
2. Or grant TestRelic Studio write access to that location.

The local agent

tr-agent-0001

The local agent process failed to launch.

Studio's chat runs the TestRelic CLI as a local process. This means it couldn't be started.

1. Restart TestRelic Studio.
2. Reinstall it if this keeps happening — Studio and the CLI ship together and must be the same version.

Still stuck?

Contact support with:

• the error code,
• what you were doing when it appeared,
• roughly when it happened.

The code is the useful part — it identifies the exact check that failed, so we can skip straight to the cause.