Troubleshooting

Panel not responding

Just purchased a server or logged in and noticed there are 'tons' of new menus on the left that you did not expect to see? Who installed all this software, where did it come from!?

Does it look a bit like this?

msedge_2020-05-06_19-36-09.png

Or the CPU/RAM/DISK bars are blank?

Don't panic!

Your service may be down, or, the panel is unable to contact your service.

When this happens the the CPU/RAM/DISK bars will be blank, and, as the panel is unable to determine what software is installed, it will display every game menu possible; None of these menu's will work. What you are seeing is the panel in a 'Hey, I can't talk to your service' state.

If you are a new customer check your email inbox for an email called "Problem Creating Your Server", we send these out automatically if your service cannot be installed due to location issues. It contains a URL to change the install location and get you online faster.
You can also use the support menu on our main website for further inquiries into the state of your service.

If your service has only recently started this behavior, contact us via the support menu on our main website.

Settings Errors

Error Unable to find existing config

This error is not critical. This is a warning; When you've first installed the game you may not have a main configuration file for the game, some games only generate this file when started for the first time. Once you press save at the bottom of your "Settings" submenu for your game instance, you will see a 'Success, saved config file.' and the warning will go away.

Save Failed:

This error appears when there is an issue on the config file, an invalid name, file permissions issue etc. If you are unable to resolve this error, do not hesitate to contact support via your "Support" menu.

 

Generating a HAR file for troubleshooting

To troubleshoot issues such as logging into the panel or issues with the panel not responding correctly, a customer service team member may request that you record a HAR file, or a log of network requests, while that issue is occurring and then provide that to them for further analysis.

HAR files contain sensitive data, including content of the pages you downloaded while recording and your cookies. This allows anyone with the HAR file to impersonate your account and all the information that you submitted while recording (personal details, passwords, etc.).
Please make sure to clear any previous request by clicking on a button that looks like firefox_2021-07-14_20-07-30.png or clear.jpg before recording your network requests for us.

Chrome

  1. Open Google Chrome and go to the page where the issue is occurring.
  2. Look for the Vertical ellipsis button (mceclip0.png) and select More Tools > Developer Tools.
  3. From the panel opened, select the Network tab.
  4. Look for a round Record button ( record.jpg ) in the upper left corner of the tab, and make sure it is red. If it is grey, click it once to start recording.
  5. Check the box Preserve log.
  6. Click the Clear button ( clear.jpg ) to clear out any existing logs from the Network tab.
  7. Reproduce the issue that you were experiencing before, while the network requests are being recorded.
  8. Once you have reproduced the issue, in Chrome, click Download. Then save the file to your computer: Save as HAR with Content
  9. Upload your HAR file to your ticket or attach it to your email so that our Support team can analyze it.

Firefox

  1. Open Firefox and go to the page where you are experiencing trouble.
  2. Select the Firefox menu (three horizontal parallel lines) at the top-right of your browser window, then select Web Developer > Network.
  3. The Developer Network Tools opens as a docked panel at the side or bottom of Firefox. Click the Network tab.
  4. The recording autostarts when you start performing actions in the browser.
  5. Once you have reproduced the issue and you see that all of the actions have been generated in the Developer Network Panel (should just take a few seconds), right-click anywhere under the File column, and click on Save all as Har.
  6. Save the HAR file somewhere convenient.
  7. Upload your HAR file to your ticket or attach it to your email so that we may analyze it.