Device Diagnostics

Device Shows Error Status

Symptom: The device is online but has Miner Status: Error.

Check:

1. Event Log — open the device card → Event Log tab. It will show a chronology of events with a description of the transition to Error. This is a quick way to understand what went wrong.
2. Board Status — go to the Boards section. If one or more boards are in Failure status, the problem is most likely hardware-related. Try disabling the problematic board via Boards Config and observe stability.
3. Temperature — overheating is a common cause of errors. Compare the device's temperature with normal values for the given model. In case of critical overheating, the device enters a protective shutdown.
4. Restart — try the Restart operation (a soft restart without power cycling). This often resolves temporary firmware errors.
5. Reboot — if Restart did not help, perform a full reboot via Reboot.

Device Does Not Transmit Metrics (values --)

Symptom: The device is online, but the Workers table shows -- instead of values.

Check:

1. Unlock Configs — the most common reason. The device is network-accessible, but the agent cannot authenticate to retrieve metrics. Go to Scan Task → Unlock Configs and check the credentials for the corresponding firmware type.
2. Firmware Type — ensure that the device's firmware is on the list of supported types. Devices with non-standard or custom firmware may not transmit all metrics.
3. Firmware Version — very old firmware versions may not support the API required for metric collection. Update the firmware.

Device Constantly Goes Offline

Symptom: The device regularly goes Offline and then comes back online.

Check:

1. Network Connection — check the cable, switch port, and device network settings. Open the device card → Network tab and check the IP, mask, and gateway.
2. IP Conflict — if the device uses a Static IP, ensure that this address is not occupied by another device on the network.
3. Overheating — the device may enter a protective shutdown and reboot at critical temperatures. Check the chip temperature and fan status.
4. Power Issue — unstable power causes spontaneous reboots. Check the power supply and PDU.
5. Uptime — check the Uptime field in the device card. Very low uptime (seconds or minutes) indicates frequent reboots.

Hashrate Lower Than Expected

Symptom: The device is mining, but the Hashrate is significantly lower than nominal.

Check:

1. Board Status — open the Boards section. If one or more boards are not mining or show a low Hashrate, the problem is with that specific board.
2. Temperature — at high temperatures, the device may automatically reduce performance (throttling). Check the chip temperature and ensure that cooling is working correctly.
3. Current Preset — for devices on HashCore Firmware, check the Current Preset column. A preset with reduced performance might be active.
4. Pools — open the Pools tab in the device card. Ensure that the Pool is in Active status and the connection is stable. Frequent switching between Pools can reduce effective Hashrate.

Fans Not Working or Working Incorrectly

Symptom: Fan RPM is 0 or significantly lower than normal.

Check:

1. Sort by Fan Duty — in the Workers list, sort by the fan column in ascending order. Devices with zero RPM will be immediately visible.
2. Check Temperature — if the fans are not working but the temperature is normal, the device might be in Immersion mode (immersion cooling). This is normal behavior.
3. Cooling Mode — open the device context menu → Maintenance → Change cooling mode. Ensure that the correct mode is selected.
4. Physical Issue — if the temperature is high and the fans are not spinning, it is most likely a hardware malfunction. A physical check on-site is required.

Device Diagnostic Report

If you cannot resolve the problem yourself, generate a diagnostic report and submit it to HashCore support. Available only for devices on HashCore Firmware.

1. Open the device context menu (⋯ button)
2. Select Maintenance → Diagnostic report
3. Wait for the operation to complete in the Activity Center
4. Download the archive — the file is available for 2 hours after completion
5. Attach the file to your support request

For a group of problematic devices, select them via checkboxes and run Diagnostic report from the bulk actions panel. Devices with other firmware types in the selection will be skipped.