How to contact support about AsicBoost firmware
Contacting support: what to attach right away
Sorting out a problem takes one reply or a week of messages. The difference is almost always in what was attached to the first message.
What to attach
- The diagnostic report. It is collected in the technical support section or from the logs panel. Inside are the logs, the state of boards and chips, cooling, power, pool configuration.
- A screenshot of the whole interface, including the board table. Not a fragment, the whole screen.
- Model, board type and firmware version. All of it is in the status bar, easiest is to attach a screenshot of it.
- A description. When it started, how it shows up, how often it repeats, what you have already tried.
How to describe the problem
| This way the answer drags on | This way you get an answer at once |
|---|---|
| It does not work | After the update to 1.2.7 the ASIC goes into a restart every 40 minutes, temperature at that point up to 68 °C |
| Hashrate dropped | Hashrate fell from 127 to 96 TH/s overnight, board 3 shows 0, errors went up to 1.8% |
| The firmware will not install | S19j Pro, aml board, stock from October 2025, Toolkit reports an error at the write stage |
The difference is that the second column has a model, numbers and the moment it started. That is something we can work with.
Where to write
About our firmware and hardware write to us on Telegram. We answer in Russian, Spanish and English. For hard cases we connect remotely, and hardware from Valencia and around it we take into the workshop. Our other channels are listed in the section on getting in touch.
If the web interface does not open and there is nothing to build a report from, take the control board boot log over UART and attach the file.
Before you write
Run through the section on common faults. Roughly half of the requests
get closed right there: the admin password instead of root, DNS, a hash board ribbon cable,
a heatsink packed with dust.
Quick answers
Does the report contain my passwords and pool addresses?
The pool configuration goes into the report. If that is sensitive, tell us and we will work through the problem from screenshots.
How long do I wait for an answer?
Usually within the working day. Urgent cases with a stopped fleet we take first.