GPUMini Help Center

Identify the issue first, then troubleshoot each item using evidence

For connection, build, network, storage, and billing issues on dedicated physical Cloud Mac nodes. Enter an error message, tool name, or billing item to find the most relevant troubleshooting path.

6 categoriesCommon issue entry points
5 stepsStandard troubleshooting sequence
2 optionsSupport channels
Submit a support ticket in the console View contact requirements
Diagnostic worksheet SUPPORT / 01
A

Confirm the targetNode, account, order, or build task

B

Preserve evidenceTime, commands, error lines, and sanitized logs

C

Narrow the scopeNetwork, credentials, disk, or toolchain

Available for SG · JP · KR · HK Dedicated physical nodes
Choose by task

Six issue categories, each with a different first check

A failed connection is not always a network issue, and a failed build is not always an Xcode issue. Choose an entry point by task, then check the evidence that best distinguishes that issue type.

Connection

Remote connection

Check the node address, port, client network, host verification, and remote Mac desktop settings. Useful for timeouts, black screens, clipboard sync issues, and input lag.

View connection troubleshooting
Account

Account & permissions

Confirm the login email, instance ownership, whether temporary credentials have been updated, and the local permissions required by the command or directory. Never include passwords in support information.

Review permission checks
Build

Xcode build

Check the Xcode path, SDK, Scheme, workspace, dependency cache, and disk space. Save the complete xcodebuild exit code and the location of the first error.

View build diagnostics
Automation

Fastlane

Distinguish issues with the Ruby environment, Bundler, lane parameters, environment variables, and signing materials. Record the name of the failed step rather than only the final line.

Review automation logs
Network

Network diagnostics

Measure latency, jitter, packet loss, and target-port connectivity separately. Do not judge the route from a single ping; compare your local network with another access network as well.

View network measurement steps
Billing

Storage & billing

Distinguish the base plan, rental period, node, storage expansion, and Thunderbolt 5 linked projects. Check each amount on the order confirmation and billing statement.

Review billing details
Knowledge paths

Start with what you observe, not assumptions

All six paths remain available on this page. Category buttons only locate and highlight content; they do not hide anything, making it easy to cross-check related issues.

Remote connection Estimated check: 5 minutes

SSH timeout or unable to establish a remote Mac desktop session

First confirm in the console that the instance is reachable, then verify the node address and port character by character. Run a port-connectivity test locally; if the port is unreachable, switch local networks once to distinguish a node issue from an access-route issue. During the first SSH connection, verify the host fingerprint. If authentication fails, check the username, key path, and file permissions. If a graphical session connects but shows a black screen, lower the resolution and motion effects, then disconnect the old session and reconnect.

  • Record the client operating system, connection tool, and version.
  • Keep the complete error line for the timeout, connection refusal, or authentication failure.
  • For high latency, record the ping median, jitter, and packet loss together—not just a single result.
Open the remote Mac connection guide
Account & permissions Estimated check: 4 minutes

You can log in to the node, but a command, directory, or project operation is denied

First determine whether the failure occurs during console login, local login, or a command permission check. Use the console to view orders, instances, billing, and tickets; permissions inside the node depend on the current user, directory owner, and command requirements. If you see Permission denied, record the target path, command, and current user. Do not repeatedly change permissions across the entire project directory. Update temporary credentials promptly after the first login, and avoid saving connection details on public devices.

  • Confirm that the current operation targets the correct instance and login email.
  • Use whoami,pwd and directory permission information to confirm the execution context.
  • Never include passwords, private keys, or unsanitized access tokens when contacting support.
Open the console to verify the instance
Xcode build Estimated check: 8 minutes

xcodebuild cannot find the Scheme, SDK, or destination device

First confirm that the command runs from the project root, and distinguish .xcodeproj from .xcworkspace. Then print the selected Xcode path and available SDKs, and verify that the Scheme is shared and its capitalization matches. If the issue appears after updating dependencies, do not delete every cache first. Save the first failure log, locate the first clear error, and only then decide whether to clear DerivedData or resolve dependencies again.

  • Record the complete command, working directory, Xcode version, and exit code.
  • Use listing commands to confirm the workspace, Scheme, and available destination.
  • When a build stops unexpectedly, check remaining disk space, temporary directories, and dependency-cache size.
View the initial environment-check sequence
Fastlane Estimated check: 7 minutes

Fastlane stops while loading dependencies, running a lane, or exporting

First confirm whether the project convention uses the system command or bundle exec fastlane, and check that Ruby, Bundler, and Gemfile.lock correspond. The final log line is often only a workflow-termination notice; the real cause usually appears earlier. Preserve context above the first error block and identify the failed lane, action, and parameter source. Submit only environment-variable names and whether they exist—not their actual values.

  • For dependency-stage failures, record the Ruby, Bundler, and Fastlane versions.
  • When a build action fails, also keep the underlying xcodebuild exit code.
  • For repeated tasks, record whether they stop at the same step each time and whether clearing the cache changes the result.
Organize the issue using the support checklist
Network diagnostics Estimated check: 6 minutes

Connection speed drops, the screen lags, or file transfers are unstable

Remote performance depends on latency, jitter, packet loss, and available bandwidth. Test the Singapore, Tokyo, Seoul, and Hong Kong nodes separately from your usual location, and choose the route with lower median latency and less jitter. Keep the local network, time of day, and sample count consistent; if wireless results fluctuate significantly, retest over wired or another access network. For graphical sessions, lower the resolution, color quality, and motion effects. For commands and long-running tasks, use SSH where possible.

  • Keep at least one continuous sample set rather than a single lowest-latency result.
  • Specify which part is abnormal: web access, SSH, desktop session, or file transfer.
  • Record your local access region, network type, target node, and the period when the issue occurred.
Compare the four nodes
Storage & billing Estimated check: 5 minutes

Check the base plan, rental period, and add-ons

Review billing line by line from the order confirmation: first confirm GPUMini M4 Core or GPUMini M4 Plus, then check the selected day, week, month, or quarter period, target node, and whether storage expansion or Thunderbolt 5 linking was added. Do not compare only the total; the same total can result from different periods and add-on combinations. All amounts are charged in USD. Available payment methods are USDT-TRC20 or Visa, Mastercard, and Amex processed by Stripe; the checkout interface determines which gateways are actually available.

  • Record the order number, billing item name, and lines that need review. Do not submit complete payment credentials.
  • Insufficient instance disk space is a runtime issue; also provide remaining space and usage by major directories.
  • If a billing item differs from expectations, include the text of the relevant lines from the order confirmation and billing statement.
View plan and add-on definitions
Command evidence

Keep the first failure, not just the final line

SSH, xcodebuild, and Fastlane may all end with a simple “task failed” message. The information that matters is usually at the first error and in the lines immediately around it.

gpumini-diagnostics — zsh read only 
$ ssh -v build@node.example
debug1: Connecting to node [port 22]
debug1: Server host key verified
Permission denied (publickey).
↑ Common failure point: username, key path, or key permissions

$ xcodebuild -workspace App.xcworkspace -scheme App build
Resolve Package Graph
xcodebuild: error: The workspace does not contain scheme "App".
↑ Common failure point: workspace selection or Scheme not shared

$ bundle exec fastlane build
[build] Running gym
Exit status: 65
↑ Continue upward to find the first xcodebuild error block
SSH

Authentication failed

Provide the username, target node, port, host-verification result, and complete error line. Private-key contents must not appear in logs or tickets.

xcodebuild

Configuration failed

Provide the working directory, workspace or project, Scheme, destination, Xcode version, and exit code.

Fastlane

Workflow failed

Provide the lane, action, dependency versions, and first error block. List only environment-variable names and whether they exist.

Standard sequence

Five troubleshooting steps to avoid changing multiple variables at once

Complete each step before moving to the next and record the result. Changing several configurations at once may make the issue disappear temporarily without identifying the real cause.

  1. 01

    Confirm node status

    Log in to the console to verify the instance, node code, and current status, and confirm that you are viewing the correct order. Singapore, Tokyo, Seoul, and Hong Kong are normally available nodes; actual availability is shown in real time by the console.

  2. 02

    Verify network connectivity

    Check DNS resolution, the target port, latency, jitter, and packet loss, then retest over another access network. An unreachable port and an authentication failure are different problems and should not be handled the same way.

  3. 03

    Verify login credentials

    Check the username, key path, file permissions, and host fingerprint character by character. Do not blindly replace every credential after repeated failures, and never send passwords or private keys to support.

  4. 04

    Check disk space

    Check free capacity on the system volume, DerivedData, dependency caches, archive artifacts, and temporary directories. Disk pressure may appear as an interrupted build, export failure, or unexpected tool exit.

  5. 05

    Read the build logs

    Expand the log context around the first clear error, recording the command, directory, tool version, exit code, and reproduction steps. The final line alone is usually insufficient to locate the issue.

Service status policy

Nodes run year-round; incidents are updated by impact

GPUMini’s four nodes operate normally 365 days a year. If an unexpected node incident occurs, status information is updated with the affected node, start time, current impact, progress, and recovery result. An individual user’s network, credentials, disk, or project configuration issue is not misreported as a site-wide incident.

When checking status, first confirm the node code and instance status, then compare the time range you observed. If the issue continues, do not submit only “unable to connect”; include your local access region, connection method, complete error, first occurrence time, and most recent reproduction time.

Minimum diagnostic information 6 items
Node
SG, JP, KR, or HK
Time
Occurrence time with time zone
Entry point
SSH, remote desktop, or build task
Symptom
Complete error text and exit code
Reproduction
Shortest repeatable steps
Logs
Remove passwords, private keys, and access tokens

How to tell whether human support is needed:Submit a ticket when the same issue can still be reproduced consistently after checking the node, network, credentials, disk, and logs, or when order and billing items clearly differ. For general inquiries, you can also email support@gpumini.com.

Escalate to human support

Give support everything needed to make a decision in one go

The node, occurrence time, reproduction steps, and sanitized logs are the four essentials for technical issues. Billing issues also require the order number and the billing lines to review.

Console ticket

For orders, instances, billing, and ongoing incidents

Tickets can be linked to orders and instances in your account, making them suitable for technical issues that require node-status or billing checks or continued follow-up.

  • Select the relevant instance or order.
  • State the node and occurrence time with time zone.
  • Attach reproduction steps and sanitized logs.
Create a ticket in the console
Support email

For pre-sales planning and general inquiries

Before emailing, organize your workload, target node, rental period, concurrent build count, memory, and storage requirements. Do not include passwords or private keys in technical inquiries either.

  • The only public support email is support@gpumini.com.
  • State the inquiry type and target node in the subject line.
  • Describe the expected result and current behavior in the message.
View the complete contact list
Prepare your request

Bring the evidence first, then hand it to human support

For technical issues, prepare the node, time, reproduction steps, and sanitized logs. For order, instance, and billing issues, use a console ticket first so it can be linked to the relevant records.

Submit a ticket in the console Contact GPUMini Support