Support Checklist

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

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:
Swarm host name:
Deployment/server ID, if visible:
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 deployment or server ID only if it is visible on the page you are viewing.
  • Name the game and any version option you chose during launch.
  • Paste the exact status, badge text, or error message you see.
  • Copy the relevant Copy support report output (deployment report for launch/container failures; host report for host-wide issues like offline host, storage, or runtime problems).
  • Include the public reachability or probe result from the deployment 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.

Minecraft helper bot report

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

Deployment 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 internal secrets, RCON passwords, .env files, private host addresses, or raw runtime payloads. Customers can follow the Minecraft Helper Bots guide; support operators can use the Minecraft Helper Bot Support Runbook.