Get back up and running

First identify which layer the issue belongs to, then take the next step

This is not a generic FAQ list. Each guide follows a troubleshooting sequence to help you determine whether the issue comes from your local network, connection credentials, remote service, development environment, or task itself.

For DplyMini dedicated physical Mac mini devices. Each device runs outside a virtual machine, with both the macOS graphical interface and command line available for iOS/macOS development, CI/CD builds, and AI inference experiments.

Sign in to the console and submit a ticket View the getting-started steps
5 task types
Connections, builds, transfers, networking, billing
2 channels
Console tickets and support email
365 days
Nodes stay operational
Run diagnostic checklist DM-SUPPORT
Check path availability
Diagram of the DplyMini Cloud Mac network, made up of multiple nodes and connections
  1. 01
    Confirm the impact scope

    Is it a single command, one project, the entire device, or every connection on the local network?

    Scope
  2. 02
    Preserve original evidence

    Record the time, node, complete error line, and operation just performed.

    Record
  3. 03
    Eliminate variables layer by layer

    Check each layer in order: console status, local link, credentials, services, and target port.

    Troubleshoot
Complete the quick diagnostic first, then retry the build or restart the session. ORDER → NODE → SERVICE → TASK
Start from the current task

Five entry points for five common blockers

Choose the entry point closest to your current goal. Do not change networking, credentials, and build settings at the same time, or it will be difficult to tell what actually fixed the issue.

First connection

Prepare your SSH public key, verify the username, host address, and fingerprint, then choose between the command line and browser-based graphical interface.

Complete your first connection step by step

Build environment

Check the Xcode selection path, command-line tools, signing assets, fastlane dependencies, and the CI Runner execution account.

Check the development environment

File transfer

Confirm target-directory space, file permissions, checksums, and your resume strategy to avoid mistaking an interrupted transfer for a device failure.

View the data-handling checklist

Network troubleshooting

Verify DNS, the egress path, firewall rules, target ports, and remote services in sequence. Do not reset all network settings at once.

Run quick diagnostics

Account & billing

Verify the order term, USD billing record, payment status, and order association. Submit operational issues through the relevant order.

View billing details
Five-step quick diagnostic

From console status to the target port

This sequence is useful for SSH timeouts, inaccessible graphical sessions, offline build agents, and unreachable service ports. Each step answers one question; record the result.

  1. 01 Console

    Confirm node and order status

    Sign in to the console and open the relevant order. Verify that the device name, node, term, and connection address match the current command. Use the console’s real-time status as the availability source of truth.

    Conclusion

    The order matches the target device, and the connection details were copied correctly.

  2. 02 Local link

    Rule out local network restrictions

    Confirm that your local network can resolve other domains and access common HTTPS services. If you are on a corporate network, guest Wi-Fi, or proxy, switch to a known-working link for comparison.

    Conclusion

    Does the issue occur only on one egress network?

  3. 03 Credentials

    Verify the username and key selection

    Check whether the SSH configuration references the expected private key and whether the key-file permissions are appropriate. When authentication fails, use verbose output to confirm which key the client actually tried.

    Conclusion

    Did the connection reach the host, or did it time out before authentication?

  4. 04 Remote service

    Distinguish command-line and graphical sessions

    If SSH works but the graphical interface is interrupted, the underlying network and device are usually still reachable. Check the browser session, resolution, clipboard, or desktop service instead.

    Conclusion

    Is the entire device affected, or only one remote service?

  5. 05 Target port

    Verify the port the task actually uses

    Confirm that the application is listening on the expected address and port, and that local or project firewall rules allow access. Do not immediately blame node networking when the application has not started.

    Conclusion

    Is the port unreachable, is the service not listening, or does the application exit immediately after starting?

Minimum diagnostic commands

Preserve the client’s actual execution path

Replace the hostname in the command with the connection address shown in the console. Before sharing logs, remove usernames, addresses, key paths, and project secrets.

$ ssh -vvv user@host
$ nc -vz host 22
$ scutil --dns
$ lsof -nP -iTCP -sTCP:LISTEN
Connection troubleshooting guide

Identify the session type first, then handle the interruption

SSH, browser-based remote access, and graphical desktop sessions use the same dedicated physical Mac, but their failure causes differ. Verify lower-level connectivity first, then inspect the higher-level interaction.

SSH

Command-line connection failed

  1. Timeout:Check the local egress path, firewall, and connection address first.
  2. Connection refused:Verify the port and remote service status.
  3. Authentication failed:Check the username, private key, and client key-selection record.
  4. Fingerprint changed:Stop connecting and verify it through a console ticket; do not ignore it.

Diagnostic standard: verbose output should show where DNS, TCP connection, host verification, and authentication each stop.

BROWSER

Unable to enter the browser session

  1. Create a new session from the device details; do not reuse an expired page.
  2. Disable browser extensions that affect scripts or connection setup, then try again.
  3. Confirm that the browser allows the current page to use the clipboard and fullscreen features.
  4. Use SSH to verify that the device is still reachable and distinguish a device issue from a browser issue.
Read the remote connection guide
DESKTOP

Graphical desktop is laggy or interrupted

  1. Lower the resolution first and disable unnecessary animated visuals.
  2. Confirm that large-file synchronization or background builds are not consuming the entire link.
  3. Move continuous builds to background tasks instead of relying on an open desktop session.
  4. If SSH is interrupted at the same time, return to the network and node steps in the quick diagnostic.

Diagnostic standard: interaction stability matters more than peak bandwidth; background tasks should not depend on a browser window remaining open.

Development environment checks

When builds fail, pin the toolchain and execution account first

When the same project works in an interactive terminal but fails in a CI Runner, PATH, permissions, environment variables, or the execution account are often different. Reproduce the environment difference before changing project configuration.

XCODE Command-line tools

Confirm the actual developer directory

Run xcode-select -p and xcodebuild -versionto confirm that the interactive terminal and Runner use the same toolchain. If the project requires a specific version, put the selection logic in the task initialization step.

SIGN Certificates & signing

Distinguish missing, expired, and inaccessible assets

First check certificate validity, provisioning-profile matching, and Keychain access permissions. Do not look only at the final signing error; find the first signing diagnostic in the build log.

LANE fastlane

Pin Ruby and dependency versions

Run tasks using the project’s dependency lockfile, and confirm that Bundler, plugins, and environment variables come from the same working directory. When the interactive terminal succeeds but automation fails, compare PATH and working directory on both sides.

RUNNER CI runner

Confirm that the service account can read project resources

Check the Runner execution account, working directory, cache directory, and temporary-directory permissions. Inject sensitive variables through the task environment; do not write them to the repository, ordinary logs, or ticket body.

Storage & data

Treat the working directory, transfer verification, and end of term as one data chain

Users manage project data on dedicated physical Macs. Define directories before starting, verify transfers afterward, keep independent backups at key points, and migrate data before the term ends.

A1

Set a fixed working directory

Separate source code, dependency caches, build outputs, and temporary files. CI tasks should use explicit absolute paths so different execution accounts do not write files to unexpected locations.

  • Keep source directories traceable
  • Caches can be rebuilt
  • Archive artifacts separately
A2

Verify before and after transfer

Transfer large files in batches, preferably with a resumable tool. Compare file counts, sizes, and checksums before and after transfer; do not rely solely on the progress bar reaching 100%.

  • Record the total source-file count
  • Keep a checksum manifest
  • Retransfer failed batches separately
A3

Maintain independent backups

The only copy on a device is not a backup. Keep source code under version control and sync critical artifacts and experiment results to independent storage managed by you.

  • Source can be restored from the repository
  • Artifacts can be verified again
  • Encrypt sensitive material first
A4

Migrate before the end

Do not wait until the final moment of the term to export data. Allow time for transfer, verification, and retries, and confirm that the destination can be read before removing temporary credentials.

  • Export projects and artifacts
  • Verify the destination copy
  • Revoke temporary credentials
Data migration responsibilities

Users are responsible for project data, access credentials, backups, and migration arrangements before the term ends. If device access fails, submit a ticket from the relevant order as early as possible and describe the unmigrated data types and task impact.

Account & billing

Verify the term, currency, and payment method first

Orders can use daily, weekly, monthly, or quarterly terms. All charges are settled in USD. Payments support only USDT-TRC20 and Visa / Mastercard / Amex via Stripe; the console shows the gateways currently available.

Sign in to the console to view billing Check plan pricing
Rental term
Day / week / month / quarter
Billing currency
USD
Cryptocurrency
USDT-TRC20
Bank cards
Visa / Mastercard / Amex via Stripe
How should I choose an order term?

For short-term fixes, one-time archiving, or temporary experiments, consider a daily term. For continuous iteration, a stable Runner, or a long-term project, compare weekly, monthly, and quarterly plans. Before ordering, confirm the expected task duration, data-migration time, and team handoff plan.

What if the payment and order statuses do not match?

Do not create multiple identical orders. Save the order number, payment time, amount, and the necessary transaction identifier returned by the gateway, then submit a ticket through the relevant order. Do not include complete payment credentials or unrelated sensitive account information.

How do I verify storage expansion or Thunderbolt 5 daisy chaining?

Check add-ons, term, and quantity in the order configuration and details. Thunderbolt 5 daisy chaining is calculated per device. If delivery information differs from the order details, submit a ticket from that order with a redacted screenshot.

Submit a ticket that can be diagnosed directly

Five pieces of context get you further than “I can’t connect”

Submit operational issues through the relevant order so the device and order can be correctly linked. For general questions, email support@deploymini.com.

Support run checklist REQUIRED CONTEXT
Check before submitting
01

Order number

Copy the relevant order number from the console; do not provide only the device nickname.

02

Node

Specify Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong, or the US West.

03

Time of occurrence

Provide a time range with the time zone and state whether the issue is ongoing.

04

Reproduction steps

List commands, page actions, and expected results in the order they actually occurred.

05

Redacted logs

Keep the first error and surrounding context; remove addresses, tokens, and business data.

Preferred for operational issues

Submit a ticket from the relevant order

Suitable for connection interruptions, hardware anomalies, order delivery, and billing-association issues. Open the order in the console, then create a ticket.

Sign in to the console and submit a ticket
General questions

Contact support by email

Suitable for configuration choices, node availability, partnership inquiries, security, and privacy questions. State the question type in the subject; if you have an order, include its number.

support@deploymini.com
Do not submit passwords, private keys, or complete payment credentials in tickets or email

Crop unrelated windows from screenshots. Replace usernames, host addresses, tokens, repository addresses, and project data in logs. Support usually needs only the error context and necessary identifiers.

Issue escalation paths

Enter the appropriate queue by impact type

Clearly stating the issue type, scope, and whether it is ongoing helps reduce follow-up questions. These four categories use the same ticket entry point but require different evidence.

QRY

General inquiry

Configuration choices, node availability, rental terms, payment details, or long-term team needs.

Include the target task, expected term, data volume, and team location.
NET

Connection issue

SSH timeout, authentication failure, interrupted browser session, or unreachable target port.

Include the node, time, client, detailed error, and results of the five-step diagnostic.
HW

Hardware issue

Persistent disk, memory, restart, or device-level errors unrelated to a single project.

Stop high-write tasks and preserve system time and redacted error output.
SEC

Security incident

Unexpected access, suspected credential exposure, or system operations that do not match expectations.

Immediately revoke the relevant temporary credentials, record the timeline, and submit a ticket.
Do not send only a general inquiry email for an issue affecting a running device

Entering through the relevant order preserves the device, node, and order association and reduces the time needed for initial confirmation.

Open the console and submit a ticket

Ready to start, or do you need to keep troubleshooting?

For a new task, follow the getting-started steps to prepare keys, the node, and tool versions. For an active issue, submit a ticket through the relevant order.

Rent a Cloud Mac now Read the getting-started steps