Custom Device Lab FAQs

You can request a POC from your AE/CE or contact BrowserStack support.

BrowserStack internally tracks the status of all device states. We have an auto-healing mechanism to fix devices. If the device is not fixed automatically, our internal CEs will resolve the issue. For more details, refer to the device offline documentation.

Custom Device Lab provides exclusive real devices reserved for your team on the BrowserStack cloud. Unlike the public cloud, where devices are shared across customers, Custom Device Lab is dedicated solely to your organization.

Private and public cloud devices are both secure. However, Custom Device Lab is better suited for teams with strict compliance needs, complex testing scenarios, or requiring full control over device usage and access.

Custom Device Lab is ideal for advanced testing scenarios such as:

• Retaining app data across sessions
• Testing with fixed SIM cards
• Accessing device UDIDs
• Enabling iOS entitlements
• Meeting strict security and compliance requirements
• Accessing native apps and settings

You can choose any real device your team needs, including those from our public cloud catalog (such as popular device-OS combinations and Smart TVs), or request devices outside the catalog to meet your specific testing needs.

Yes, dedicated hosts are available. These are machines exclusively reserved for your Custom Device Lab to ensure strict compliance and security standards are met.

Yes, you can fully control device access by reserving and allocating specific devices to particular teams or users.

Yes, we support the installation of MDM profiles on iOS devices.

Custom Device Lab can be used with BrowserStack’s core products:

• Live
• App Live
• Automate
• App Automate

To explore available plans and pricing, contact our sales team.

Yes, you can upgrade or add more Custom Device Lab devices anytime to meet your evolving business requirements. Reach out to our Sales Experts for assistance.

Custom Device Lab is part of our Enterprise offering. As a customer, you’ll receive priority support through a dedicated Customer Engineer (CE), who can assist with any issues related to your devices.

Yes, you can disable app data cleanup on Custom Device Lab. However, some checks and basic cleanup tasks are still performed to ensure the devices function properly. You can disable cleanup from your account settings.

When cleanup is disabled in dedicated cloud environments, the system prioritizes data persistence by skipping the cleanup of user-specific data. This allows session-specific data to remain intact on the device.

However, this doesn’t mean the device skips all cleanup. Device-level cleanup tasks still run in the background to maintain overall device health and ensure stable performance within our infrastructure. This approach is part of our commitment to ensuring high-quality device performance and reliability.

You can check device status using one of the following methods:

Method 1: Use the REST API.

Method 2: Contact BrowserStack support.

You can retrieve UDIDs using the REST API.

Below are the possible states of a device:

Custom Device Lab is part of our Enterprise offering, which includes access to priority support through your assigned Customer Engineer (CE). If you encounter any issues related to Custom Device Lab, you can also email support@browserstack.com and mention that the issue is related to Custom Device Lab.

To ensure optimal health and stability, Custom Device Lab undergoes essential maintenance cleanup after each testing session. This provides a reliable and pristine environment for your next test. You have the flexibility to choose whether to retain your user data for future sessions or perform a full cleanup for complete data security.

A device automatically enters the “Cleanup” state when a session is completed. You can manage your cleanup preferences from the Device Management Dashboard.

This ensures that your test environment is always pristine and that no residual data from previous sessions can interfere with your tests.

The cleanup process is designed to be as fast as possible to minimize your wait time. While there is no fixed ETA, it is typically completed within a few minutes. You can use the device again as soon as its status changes to Available on your dashboard.

What if the cleanup takes longer or fails?

In the rare event that cleanup fails or takes significantly longer than usual, the device is marked as Offline, and our automated recovery process is initiated. If the device cannot be recovered automatically, our dedicated team is alerted to resolve the issue promptly.

A device reboot usually takes between 5 and 10 minutes. The dashboard provides a real-time status update.

No. The reboot action performs a standard power cycle. It does not trigger a device cleanup and has no impact on data persistence or installed applications.

Yes. For security and auditing purposes, all reboot events are tracked, including:

• Reboot initiated (user, device, timestamp)
• Reboot success or failure
• Reboot blocked due to device state, rate limits, or permissions