Start with the timeline

  1. Open Overview on the affected server. Record the status, the time and what the player or staff member observed.
  2. Open Console and read messages immediately before and after that time. Note the first relevant error, any preceding staff action, and whether the problem affects one player, one server, or the network.
  3. If the state is unclear, check again after the current operation finishes. Repeated restarts or restores can obscure the original failure.

Read, edit or delete a file

Open Files / FTP on that server. Your account permissions determine which files you can view or edit. Confirm the directory and filename before saving. Deleting a file or folder requires write permission and an action PIN. Review the selection in the prompt, especially when it contains a folder. Only the root superuser can download server files through the panel.

Hand over the incident

  • Include the server, time and time zone, symptoms, and the shortest log excerpt that explains the problem.
  • Say what you already tried, whether it completed, and what the server is doing now. If an approval is waiting, name the operation so the next operator can find it.
  • Keep PINs, passwords, player addresses, device enrollment records and private files out of shared screenshots and player-facing replies.