General FAQs
Why can't I log into my account?
You may find yourself seemingly locked out, or questioning if you're using the right Username & Password. More often than not, it's as simple as using the wrong domain.
Ensure that you’re utilizing the correct domain login, i.e. Individual vs Enterprise.
If your trial has been expired for longer than 30 days without purchasing a license, it will be deleted. This could also explain why you're having trouble logging in.
Individual Cloud Customer Domain
Use the following URL: https://app.avh.corellium.com/login
Enterprise Cloud Customer Domain
Determine your enterprise domain then access the URL in the following format: https://your_enterprise_domain.avh.corellium.com/login.
Who can use AVH?
AVH has a strict vetting process to ensure that our platform is exclusively used for legitimate and lawful purposes. Individuals, organizations, and people in countries that are sanctioned by the US government are not eligible to sign-up for AVH. Additionally, we have never sold any devices or services to clients that are known or suspected of developing tools used in hacking campaigns against ordinary citizens, journalists, or activists, and will never do so.
You can read more about how we vet our customers on the AVH Blog.
Where does the Files app store files?
Customers sometimes need to test apps that incorporate multimedia or other file upload.
Android Files app
On Android, the files are stored in the SD Card. Look in the appropriate directory under /mnt/sdcard/.
What is corelliumd?
AVH adds a daemon called corelliumd to Android devices. It also adds a helper application called com.corellium.CorelliumdHelper to Android devices.
The corelliumd daemon enables handy utilities such as keyboard passthrough for virtual devices, meaning you can type on your host keyboard and have it appear on the virtual device
These daemons also collect certain information from the VM to enable functionality for the Apps and Files features. This information is only used in Apps and Files and is not transmitted to AVH.
What is a core hour?
A core hour is one hour of CPU usage while a device is not stored (turned off). For example, if the device is on, paused, turning on, turning off, etc. then it is considered active.
The total number of core hours is calculated by multiplying the number of cores of the device by the amount of time the device is active. If a device has 4 cores and is active for 1 hour, then it will accumulate 4 core hours.
Any partial core hours are accumulated.
Devices that are not off accumulate core hours. For example, if a device is active for 30 minutes, then paused for 15 minutes, it will count as active for 0.75 hours.
Whey does the device screen keep disconnecting?
Make sure that no other users are viewing the device at the same time. Currently only one user can be connected to the device display at a time.
Why does my VPN keep disconnecting?
The VPN is only active when at least one device in the project is in the 'On' state. If all devices are off, or if no devices exist in the project, then the VPN will disconnect. It will reconnect when a device in that project turns on.
How do I check if AVH servers are operational?
You can check if the AVH main website, platform components, and API are operational on our live StatusPage.
Sign up for notifications by email, text, Slack, Atom, or RSS. You will also find a link to our support page (which you're on now) where you can chat with a human.
I created a new project and new device and got "unknown error has occurred on this device"
This typically occurs when the network settings aren’t quite right.
How do I request a new device?
Contact your sales person for pricing and availability or click the "Chat with a human" link from your profile menu at the upper right after logging in.
I changed my ip settings but the server is still using my old IP settings
If you change your IP settings, you have to delete all existing projects. The IP ranges assigned to projects are determined at the time of the project’s creation, so the change in IP settings doesn’t propagate for projects already existing at the time of change.
Why can't I copy and paste to my device?
Due to limitations of specific browsers, pasting to a virtual device works in Safari but doesn’t work in Firefox, while copying from a virtual device works on Firefox but doesn’t work in Safari. Copy / Paste to and from the device works on Chrome.
How do I take screenshots?
You can simulate taking screenshots on Android virtual machines.
Android Screenshots
- Visit the Console screen.
- Hit
Enter. - Run
input keyevent KEYCODE_SYSRQ. This will simulate a screenshot, and the image will be stored in Photos.
Do AVH Android devices support AT commands?
We support the subset of AT commands that are needed by the Goldfish modem virtual hardware.
For more information, please see https://atcommands.org.
Please contact our support team to request support for additional commands.
Why does the device's display fail to load?
Sometimes, when creating new devices, the display of the device may intermittently fail to load and clicking 'connect to display' does not resolve this issue.
To resolve the issue of the device's display failing to load, you can try the following solutions:
- Open a new tab in private browsing mode to prevent websites from using stored cookies.
- Manually clear the cookies in your browser settings.
If clearing the cookies doesn't resolve the issue, please contact AVH support for further assistance.
Why isn't AVH working properly on my browser?
The AVH platform currently supports the latest versions (evergreen) of:
- Apple Safari
- Google Chrome
- Mozilla Firefox
- Microsoft Edge
Other browsers may be supported, as long as they support H.264 video. However, we recommend using one of the browsers listed above for the best experience.
Can I virtualize my IoT device?
Yes. Billions of IoT devices have drastically increased the demand for scalable and advanced security testing tools. That's why we’re offering custom device modeling services to IoT vendors, to create custom virtual models of everything from routers to smart speakers.
You can learn more about Custom Devices on AVH or check out Arm Virtual Hardware. Alternately, contact your sales person for pricing and availability or click the "Chat with a human" link from your profile menu at the upper right after logging in.
Why can't I connect to the display?
For an optimal experience, please ensure you are using a supported browser. Additionally, certain enterprise network firewall settings can prevent the display from connecting properly, resulting in a black or grey screen.
Troubleshooting the WebRTC Connection
If you see a message saying "we cannot establish a webrtc stream," there is likely an issue with the STUN/TURN connections.
Follow these steps to troubleshoot:
- Make sure the error reproduces across multiple supported browsers. (If the error is only occurring on certain browsers, try restoring the browser's default settings.)
- Open Chrome with all other tabs closed and navigate to the built-in WebRTC analysis tool
chrome://webrtc-internals.
- On a new tab, log in to AVH and open a device that is turned on.
- After opening your device, you should see the WebRTC-Internals tab fill up with information.
- Inspect the WebRTC-Internals results. If you notice any errors being reported on this page, please expand those events and investigate.
- Save the results as a JSON file by clicking Create a WebRTC-Internals dump at the top-left then clicking the Download button. You can share this file with your IT department or with AVH support for further troubleshooting.
In most cases, a firewall setting will block a particular port or range of ports that are required for our display server. Your network administrator may be able to assist in troubleshooting these network settings.
Additional Cloud Troubleshooting
Please check if your network firewall or proxy is blocking stun.avh.corellium.com. TURN does not require any ports other than 80 and 443; however, certain types of network proxies can interfere with TURN.
If your firewall and/or proxy is blocking stun.avh.corellium.com, you might see an Error 701.
STUN binding request timed out.
url: turns:stun.avh.corellium.com, TURN allocate request timed out.
TURN host lookup received error.
Check the configuration
Your configuration is stored under /etc/turnserver.conf. Make note of your:
realm, such as stun.corellium.abcdefg.comincoming-port, which defaults to 27820alternate-port, which defaults to 27821
Check the logs
Check the system logs for errors.
journalctl -u turnserver -S "1 hour ago"
You may see a response showing the realm, the local IP/port, and the remote IP/port:
May 3 21:48:24 abcdefg-1 turnserver: 365: session 000000000000000000: closed (2nd stage), user <webrtc:0000000000> realm <stun.corellium.abcdefg.com> origin <>, local 10.0.0.0:27820, remote 10.0.0.0:53046, reason: TCP connection closed by client (callback)