Troubleshooting

Troubleshooting

Common issues and solutions for the Provider Dashboard.

GPUs Not Collecting Earnings

Symptoms

  • Alert on Dashboard: "GPUs not collecting earnings"
  • GPU shows $0 earnings for multiple days
  • "Last earning" date is stale

Diagnosis Steps

  1. Check vendor sync status (Hardware > Settings)

    • Is sync active and recent?
    • Any error messages?
    • When was last successful sync?

  2. Verify server still deployed on vendor platform

    • Log into vendor console
    • Confirm server exists and is running
    • Check for vendor platform alerts

  3. Confirm NFT pairing intact (cross-reference Hardware and NFTs pages)

    • Hardware > GPUs: Check Token ID column
    • NFTs > Paired: Verify GPU shows in list
    • Look for any "unpaired" status

  4. Check server activation (Hardware > Settings > Servers)

    • Is server showing "Active" status?
    • When was it last activated?

Solutions

If sync is failing:

  1. Re-authenticate vendor API credentials
  2. Click "Fix sync issues" for guided resolution
  3. Check vendor platform service status
  4. Wait 5 minutes and retry sync

If server not deployed:

  1. Redeploy server on vendor platform
  2. Wait for next sync cycle (or trigger manual sync)
  3. Verify server appears in Hardware > GPUs

If NFT pairing broken:

  1. Contact support@silicon.net
  2. Provide GPU Machine ID and Token ID
  3. Do not attempt to re-pair manually

If server deactivated:

  1. Review reason for deactivation
  2. Reactivate server in Hardware > Settings
  3. Verify GPUs are paired with their NFTs and return to earning within 24 hours
⚠️

If issue persists beyond 24 hours, escalate to support with detailed troubleshooting notes.

Sync Failures

Symptoms

  • Alert: "Vendor syncing has been interrupted"
  • Sync status shows error message
  • "Synced to" timestamp is stale
  • New GPUs not appearing

Common Causes and Solutions

Invalid API Credentials

Symptoms:

  • Error: "Authentication failed"
  • Sync fails immediately

Solutions:

  1. Go to Hardware > Settings
  2. Click vendor name to edit
  3. Re-enter API credentials
  4. Ensure credentials are current and correct
  5. Verify API key has proper permissions on vendor platform
  6. Save and retry sync

API Rate Limiting

Symptoms:

  • Error: "Rate limit exceeded"
  • Sync completes partially

Solutions:

  1. Wait 15-30 minutes before retrying
  2. Reduce sync frequency if recurring
  3. Contact vendor to increase rate limits
  4. Consider staggering syncs across vendors

Network Connectivity Issues

Symptoms:

  • Error: "Connection timeout"
  • Intermittent sync failures

Solutions:

  1. Check your internet connection
  2. Verify vendor platform is accessible
  3. Wait 5 minutes and retry
  4. Check vendor status page for outages

Vendor Platform Maintenance

Symptoms:

  • Error: "Service unavailable"
  • All operations to vendor failing

Solutions:

  1. Check vendor status page
  2. Wait for maintenance to complete
  3. Sync will resume automatically
  4. Document downtime for records

Advanced Troubleshooting

Review sync error message:

  1. Go to Hardware > Settings
  2. Click "Fix sync issues"
  3. Read detailed error log
  4. Follow specific guidance provided

Check sync history:

  1. Review "Synced to" column
  2. Identify when problem started
  3. Correlate with any system changes
  4. Document timeline for support

Payout Failures

Symptoms

  • Transaction rejected or reverts
  • Owner reports no payment received
  • Error message during payment process
  • Transaction stuck "pending"

Diagnosis Steps

  1. Verify wallet balance (sufficient for transaction)

    • Check wallet balance in dashboard
    • Ensure sufficient USDC for payment

  2. Confirm owner wallet address (valid Base address)

    • Should start with "0x"
    • Verify on Base network (not Ethereum mainnet)
    • Check for typos or formatting issues

  3. Check network status (Base mainnet operational)

    • Visit status.base.org
    • Check for network congestion

Common Issues and Solutions

Insufficient Wallet Balance

Solution:

  1. Add USDC to your wallet
  2. Ensure balance > Payout
  3. Retry payment
  4. Set up low balance alerts

Wrong Network

Symptoms:

  • Transaction fails immediately
  • Wallet shows different balance

Solution:

  1. Switch wallet to Base network
  2. Verify you're on Base mainnet (not testnet)
  3. Check wallet connection in top right
  4. Retry payment

Invalid Owner Address

Symptoms:

  • Transaction reverts
  • Error: "Invalid address"

Solution:

  1. Verify address with owner
  2. Check address is Base-compatible
  3. Test with small amount first
  4. Update owner address if needed

Network Congestion

Symptoms:

  • Transaction pending for 10+ minutes
  • Slow confirmation

Solution:

  1. Wait for network to clear
  2. Process payments during off-peak hours
  3. Consider batching payments
  4. Monitor Base network status

Transaction Stuck Pending

Symptoms:

  • Transaction submitted but not confirming
  • Wallet shows "pending" status

Solutions:

  1. Wait 15 minutes (may clear automatically)
  2. Check transaction on Base block explorer
  3. If stuck 30+ minutes, contact support

Verification After Failure

After resolving issue:

  1. Check transaction hash on block explorer
  2. Verify payment reached owner address
  3. Confirm "Next payout" reset to $0
  4. Document issue and resolution

Authentication Issues

Symptoms:

  • Can't log in
  • "Session expired" messages
  • Access denied errors

Solutions:

If 2FA enabled:

  1. Verify authenticator app time sync
  2. Try backup codes
  3. Generate new code after clock sync
  4. Contact support if codes failing

Account locked:

  1. Check email for security alerts
  2. Wait cooldown period (if rate limited)
  3. Contact support for unlock
  4. Review action log after regaining access

Data Display Issues

GPUs Not Appearing

Symptoms:

  • GPUs deployed but not in dashboard
  • Missing GPUs after sync
  • Empty Hardware > GPUs list

Solutions:

  1. Check vendor sync completed successfully
  2. Verify servers are activated
  3. Refresh page and wait 2 minutes
  4. Check filters (may be hiding GPUs)
  5. Clear any active search terms

Incorrect Earnings Data

Symptoms:

  • Earnings don't match vendor platform
  • Sudden unexplained changes
  • Missing transactions

Solutions:

  1. Wait for next sync cycle
  2. Compare date ranges (may be offset)
  3. Check if looking at gross vs net
  4. Verify timezone settings match
  5. Export data and compare with vendor

Owner Information Not Updating

Symptoms:

  • Owner details showing old info
  • Payout amounts not refreshing
  • Contact info outdated

Solutions:

  1. Refresh page
  2. Check if viewing cached data
  3. Clear browser cache
  4. Wait 5 minutes for database update
  5. Contact support if persists

NFT and Pairing Issues

Can't Pair NFT to GPU

No matching GPUs available:

  1. Import GPUs via vendor sync
  2. Activate servers in Hardware > Settings
  3. Verify GPU type matches NFT type
  4. Check GPUs not already paired

Transaction failing:

  1. Check Base network status
  2. Ensure NFT and GPU types match
  3. Try pairing one at a time

Pairing Verification Issues

Symptoms:

  • NFT shows unpaired after transaction
  • Data inconsistency between pages

Solutions:

  1. Wait 5 minutes for blockchain confirmation
  2. Refresh page (hard refresh: Ctrl+Shift+R)
  3. Check transaction on block explorer
  4. Verify in both NFTs and Hardware pages
  5. Contact support if inconsistent after 15 minutes

Performance Issues

Dashboard Loading Slowly

Solutions:

  1. Check internet connection speed
  2. Clear browser cache and cookies
  3. Disable browser extensions temporarily
  4. Try different browser
  5. Check if vendor platforms accessible

Export Failures

Symptoms:

  • Export button not working
  • Downloaded file empty or corrupted
  • Export times out

Solutions:

  1. Reduce date range being exported
  2. Check browser popup blocker
  3. Try different file format
  4. Export in smaller batches
  5. Use Chrome/Firefox (better support)

Getting Help

Before Contacting Support

Gather this information:

  • Screenshot of error message
  • Transaction hash (if applicable)
  • Steps to reproduce issue
  • Browser and version
  • When issue started
  • What troubleshooting you've tried

Contact Information

Email Support:

Emergency Issues:

  • Payment processing failures
  • Security concerns
  • Data loss or corruption
  • Mark email "URGENT"

Community Support:

  • Discord: Provider channel
  • Community knowledge base
  • Provider forum

What to Include

For technical issues:

  • Error messages (exact text)
  • Browser console log (F12 > Console)
  • Network tab data (if relevant)
  • Transaction hashes

For financial issues:

  • Affected owner addresses
  • Transaction amounts
  • Expected vs actual results
  • Timeline of events

For sync issues:

  • Vendor name
  • Sync error message
  • Last successful sync timestamp
  • Number of affected GPUs

Prevention

Proactive Monitoring

Set up monitoring to catch issues before they escalate:

  • Check Dashboard daily for alerts
  • Review sync status weekly
  • Test payment process monthly
  • Maintain documentation of normal operations

Regular Maintenance

Daily:

  • Check for alerts
  • Verify sync status
  • Monitor wallet balance

Weekly:

  • Review GPU performance
  • Check for stale earners
  • Test key workflows

Monthly:

  • Update API credentials if needed
  • Review security logs
  • Test disaster recovery
  • Update documentation

Documentation

Keep records of:

  • All issues and resolutions
  • System configuration changes
  • Vendor communications
  • Performance baselines
  • Unusual patterns or anomalies

Most issues resolve quickly with systematic troubleshooting. Document solutions for future reference.

Best Practices