I may need software support! What should I check for first?

This guide can help you with basic diagnostics you can do to see if the problem is local to your site, or is an OptiFleet issue. We strongly suggest running these checks before contacting OptiFleet customer support.

Firmware

Ensure the Firmware is up to date on the machines that are offline or not hashing. Update to latest version of the firmware that is available for your miner models. If that doesn’t work, try a factory reset on the machine.

You can use the firmware report in the Reports section to see miners sorted by the firmware you are running.

Network & Network Hardware

If you don't have good network connectivity, OptiFleet can't communicate with the cloud. Here are some steps you can take to check your connection status:

1. Firewall Restrictions

Ensure that there are no firewall restrictions or other network policies that may be hindering agent and miner connectivity to the Internet.

2. Internet Connection

Ensure the site has a good connection to your Internet service provider (ISP).

• Check your router or other network gear to see that you have a connection to your ISP.
• Check for any outages reported by your ISP.
• Reboot the main modem for ISP to rule out hardware fault.

3. Local Area Network (LAN) connection

• Check link lights between network switches and each machine. The transition switch will blink on one side if it’s receiving connection, and on the other if the miner is receiving internet connection. The exact method for checking this will vary by your particular equipment.
• Check for bad network cables past the switch by using an ethernet tester.

• Run commands for ping tests to check router connectivity.

• Try to ping individual miners and/or pull up miner UI.

• Check loss of network directly in Zones - make sure connections into containers are working.

4. OptiFleet Agent

• Check OptiFleet to see if your agent is running properly.

Power & Electrical

1. Check loss of electricity to container/miner rack, to network gear, or PDU failure that miners are connected to.

2. Power cycling – basic hardware resets on machines and network switches.

3. Has your network switch failed? Are there any power plugs loose?

4. Check for visual red error lights on miners. Test by both soft and hard rebooting the machines.

5. Verify the voltage and supply power to machines.

 Curtailment

If you have set curtailment rules, note that you need to set up a site map with the miners mapped to Zones and positions on your site. Unassigned (no location) miners will not curtail.

Coming soon: how to set up a site map

Also, you can use the unassigned miners link on the site overview to pull up a list of miners that are not assigned to a location, and quickly add the locations. 

You can also search for the unassigned miners in the Miner List:

What To Do Next

Once you've check these conditions, and have verified that the problem, you may need to contact customer support:

• If your agent is down and restarting the agent server and the agent itself has not helped
• If your internet connection and  network are up and solid, but OptiFleet is not working as expected
• If you are not experiencing any power issues or network gear failures

Prepare to provide the following information:

• Brief description of the problem you are seeing
• Specifics such as IP address, position, or serial number of particular miner, zone where you see the issue, what  miner model and firmware are affected.
• Any function in OptiFleet that is not working as expected. Screen shots are helpful.
• When the problem started and if it is still continuing.
• Urgency of the issue as it relates to your facility's ability to hash or curtail.

How to Contact Support

Use the chatbot inside of OptiFleet to contact the Team. You can also email support at optifleet-support@foundrydigital.com