Support Checklist¶

Use this checklist when you ask for help in Discord or another support thread. It gives support enough detail to find the right account, host, Swarm Server, and network state without asking for secrets.

In Discord, use /support new to open a support case and /support status to check it later, or mention @Skitter in #support for conversational troubleshooting. Swarm Drone handles slash commands and account linking; Skitter helps you work through the problem in conversation. See Using Swarm Drone and Skitter in Discord for the command list, privacy boundaries, and server-selection steps.

In the Swarm Hosts app, open Support cases to see your requests, their current status, and their last activity. Choose Continue in Discord to return to the associated thread. If a thread is not attached yet, the case links to the support channel and shows your case number to include in your message.

Link your Discord account with /swarm link to see reports you opened before linking. This view shows your cases only. Private requests without a conversation link stay listed for staff review; never move private details into a public channel. Ask Skitter for a person when you need human support.

For privacy, correction, or erasure requests, email info@swarmhosts.com. Community history and optional help offers are planned and remain disabled; see the community privacy notice. You can continue using the support options above.

Do not post tokens, passwords, billing details, private keys, full .env files, or player personal data. If the channel is public, say that you can share the account email privately with support.

Copy/paste bug report¶

Account email (private support only):
Swarm Host name:
Swarm Server ID, if visible:
Swarm Zone name or ID, if applicable:
Swarm Sync status / fresh healthy peer copies:
Last complete sync time:
Automatic failover enabled / readiness:
Ready witnesses / assigned hosts:
Game:
Observed status or error:
Public reachability/probe result:
Logs or screenshot attached? (yes/no, secrets redacted):
Steps already tried:
Blocking launch? (yes/no, launch date or impact):

What helps most¶

• Use the email on your Swarm Hosts account, or offer to send it privately if the support channel is public.
• Copy the swarm host name exactly as it appears in the UI.
• Include the Swarm Server or server ID only if it is visible on the page you are viewing.
• For a Swarm Zone issue, copy the zone name or ID, Swarm Sync status, exact fresh healthy peer-copy count, last complete sync time, automatic-failover readiness, and ready-witness/assigned-host counts shown on the zone page.
• If recovery created a replacement, include the original host's visible status and whether its failover fence is active. Omit private LAN addresses and local storage paths from public reports. Never include gateway grants, tokens, or signed URLs.
• Name the game and any version option you chose during launch.
• Paste the exact status, badge text, or error message you see.
• In the server's Help view, administrators can choose Run diagnostics for a fresh read-only check of the host runtime, storage, game container, and declared ports. Review the result and collection time. Choose Rerun diagnostics when the result is stale.
• Choose Copy support report for the affected server or host, review its preview, and share the full report privately. A server report includes the latest diagnostic result when available; a host report is useful for an offline host or storage and runtime problems affecting several servers.
• Include the public reachability or probe result from the Swarm Server or swarm host detail page.
• Attach a cropped screenshot or the last relevant log lines only when it is safe to share them.
• List the fixes you already tried, such as restarting the agent, checking Docker, opening a firewall rule, or changing port forwarding.
• Say whether this is blocking a launch, player session, event, or migration.
• For Windows service hosts, run .\install_agent_windows_service.ps1 -Action Diagnostics from an elevated PowerShell session and include the redacted output instead of copying raw token, password, or .env values.

For connection problems, the Port Forwarding Basics guide and Troubleshooting page are the best first checks.

Support reports¶

A support report is a redacted snapshot of the Swarm Server and SwarmHost state that support needs for diagnosis. Open the Swarm Server's Help view and choose Copy support report when a server will not start, cannot be reached, or a repair keeps failing.

The report can include your account email, server and host identifiers, connection addresses, local storage paths, runtime and reachability checks, repair outcomes, backup health, and a short log excerpt. Recognized credential fields and token patterns are redacted automatically.

Review the preview before sharing. Use private support for the full report when it contains account, endpoint, or local-network details. Remove sensitive details before posting an excerpt publicly. Never attach raw environment files, request headers, cookies, private keys, or unredacted configuration.

Minecraft helper bot report¶

For a helper-bot problem, add this block to the general report. Use a private support thread for the Swarm Server ID, and use only the session suffix displayed on the Bots page.

Swarm Server ID (private channel):
Session ID suffix:
Profile / desired count / duration / reconnect:
Session status and visible blocker:
Last reconcile time:
Recent event types and sanitized artifact IDs:
Stop requested and cleanup completed? (yes/no):
Active / desired / online counts after cleanup:
Minecraft Java status after cleanup:

Do not attach cookies, request headers, API/host tokens, bot-session credentials, RCON passwords, .env files, private host addresses, or raw runtime payloads. Customers can follow the Minecraft Helper Bots guide.