Use this guide to quickly diagnose common Leapwork Performance issues and run the first checks before escalating.
If the issue persists after these checks, contact Leapwork Support. Include the exact error message, affected environment, and the timestamp of the failed action.
1. Get Forbidden while logging in to Leapwork Performance
What to check
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Confirm your organization or tenant has been onboarded to Leapwork Performance.
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Confirm your Leapwork Performance administrator has invited you to the product.
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Confirm you are using the correct email domain onboarded in Leapwork Performance.
If the issue continues
Ask your administrator to verify your user access and onboarding status for the correct tenant.
2. Get Access denied while browsing the internet
What to check
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If you do not want to record traffic, disconnect from the Leapwork Performance proxy.
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If you do want to record traffic, start the recording from the Leapwork Performance portal before browsing.
Why this happens
Internet traffic may still be routed through the Leapwork Performance proxy when recording is not active.
3. Authentication fails for D365 users during a sequence or timeline run
What to check
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Confirm the AD user data item exists and contains the correct username and password.
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If MFA is enabled, confirm the TOTP secret is also configured correctly.
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Check whether your organization has regional or location-based sign-in restrictions.
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Confirm the selected run region is allowed by your organization's IT security policies.
Why this happens
Authentication can fail even with valid credentials when conditional access or regional sign-in restrictions are enforced.
4. Recording starts but no traffic is captured
What to check
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Confirm recording was started from the Leapwork Performance portal.
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Confirm the proxy configuration is correct on the machine or browser you are using.
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Confirm the recording certificate is installed and trusted when HTTPS traffic is being captured.
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Confirm the application traffic is actually being routed through the Leapwork Performance proxy.
Helpful reference
If you use a custom certificate, see: Create a self-signed certificate for recording traffic in Leapwork Performance
5. Browser or application opens, but the target page does not load correctly
What to check
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Confirm the target domain is allowed if your organization uses recording URL restrictions.
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Confirm the proxy is enabled only when needed and is pointing to the correct environment.
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Confirm the certificate is trusted if HTTPS traffic is being inspected or recorded.
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Confirm the target application does not block traffic from the selected run region.
Why this happens
This usually points to proxy routing, certificate trust, allowed-domain policies, or regional access restrictions.
6. User cannot start recording because the target domain is not allowed
What to check
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Confirm your organization uses allowed-domain restrictions for recording.
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Confirm the target domain or host has been added to the allowed list.
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Confirm you are trying to record the correct environment and domain.
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If needed, ask your administrator to update the allowed list.
Why this happens
Leapwork Performance can be configured to allow recording only for approved domains.
7. Sequence works in preview but fails under timeline or load execution
What to check
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Confirm the timeline track item uses the correct region.
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Confirm the required AD user data item, roles, and user count are configured for the timeline run.
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Confirm the target application allows authentication and traffic from the selected execution region.
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Confirm any environment-specific dependencies, test data, or access policies are available during distributed execution.
Why this happens
Preview runs and timeline or load runs can behave differently because they may use different execution regions, user allocation, and runtime conditions.
8. Timeline fails all requests for a D365 sequence
What to check
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Confirm an authentication user was selected for the timeline run.
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Confirm the selected AD user data item contains valid D365 credentials.
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If roles are used, confirm the timeline track item is mapped to the correct role.
Why this happens
D365 requests in a timeline can fail when no authentication user is selected for the run.
9. User cannot create a project or see the Settings page
What to check
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Confirm the user has the required role or permissions in Leapwork Performance.
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Confirm the user has been assigned access to the correct tenant or workspace.
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If the user recently received a new role, ask them to sign out and sign in again.
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If needed, ask a Leapwork Performance administrator to review the user's access level.
Why this happens
Creating projects and accessing the Settings page depend on user permissions, so these options may not be visible for users without the required access.