ZC MINER SUPPORT
What can we help you solve?
Choose the stage or symptom to find a clear, safe troubleshooting path.
Choose the stage or problem
Work through the checks in order. Stop immediately for smoke, burning smell, liquid exposure, damaged power components or repeated circuit-breaker trips.
The shipping box arrived damaged
- Photograph every side of the unopened package, including the label and damaged area.
- Record an uninterrupted unboxing video and keep the carton, foam and accessories.
- Do not power the miner if the chassis, fans or connectors appear damaged.
- Contact support with the order number, serial number and evidence.
The miner has dents, cracks or broken fan blades
- Do not connect power or attempt to straighten the chassis.
- Photograph the damage and serial-number label from several angles.
- Check for visibly displaced cables without opening the case.
- Request after-sales instructions before any repair attempt.
Something sounds loose inside the miner
- Do not power on; transport may have loosened a heatsink or component.
- Record the sound without shaking the miner repeatedly.
- Keep the case sealed unless support authorizes inspection.
- Send the video, serial number and package photos to support.
A power cord, PSU or accessory appears to be missing
- Compare the contents with the product listing and packing list; some models exclude power cords.
- Check accessory spaces inside the foam and separate cartons.
- Do not substitute a cable until voltage, current, plug and wire gauge are confirmed.
- Photograph all received contents and contact support.
Where should the miner be installed?
- Choose a dry, clean, non-condensing location with strong front-to-back airflow.
- Keep inlet and outlet clear and prevent hot exhaust from returning to the intake.
- Avoid water, salt mist, fabric, pet hair, flammable materials and heavy dust.
- Confirm model-specific temperature, humidity, altitude and noise requirements.
Can I power the miner on immediately after delivery?
- Let a cold or humid miner reach room temperature in a dry area.
- Check for condensation, damage, loose parts and blocked fans.
- Confirm voltage, current, grounding and required power inputs.
- Power on only after the unit is dry and the installation area is ready.
How do I confirm the electrical circuit is suitable?
- Compare the miner’s input voltage and maximum current with the outlet and circuit.
- Include other loads and continuous-operation derating in the calculation.
- Use correctly rated grounded cables, plugs and PDU; avoid household adapters.
- Ask a qualified electrician when circuit capacity or wiring is uncertain.
The new miner powers on but does not start hashing
- Allow the documented boot time and note indicator-light behavior.
- Confirm every fan and hashboard appears in the dashboard.
- Check network, pool URL, worker format and algorithm.
- Save the status page and logs if hashing does not start.
The miner IP address cannot be found
- Confirm the miner is powered and the Ethernet link light is on.
- Connect miner and computer to the same router and subnet.
- Check the router DHCP list or the manufacturer’s discovery tool.
- Test another cable and port; reset network settings only if necessary.
The IP is visible, but the dashboard will not open
- Enter the IP directly as an HTTP address, not in a search engine.
- Disable VPN, proxy and guest-network isolation temporarily.
- Try a private window or another browser.
- Ping the address and record the browser error if it still fails.
Wi-Fi repeatedly disconnects
- Confirm whether the model supports 2.4 GHz, 5 GHz or both.
- Move closer to the router and away from metal racks and electrical interference.
- Use a simple SSID and password and reserve the miner IP.
- Test Ethernet when available to isolate the Wi-Fi issue.
The dashboard password is not accepted
- Verify default credentials for the exact model and firmware.
- Check keyboard language and Caps Lock and try a private window.
- If the password was changed and lost, record pool settings first.
- Use only the model’s documented reset procedure.
The pool shows “Not Ready” or cannot connect
- Copy the Stratum host and port, not the pool’s website URL.
- Confirm the miner algorithm matches the pool and coin.
- Check the account, wallet and worker format.
- Select the nearest server, save and wait 5–10 minutes.
All configured pools are offline
- Confirm another device on the same network can reach the internet.
- Check the miner gateway and DNS or temporarily use DHCP.
- Test one known-compatible pool in the first slot.
- Review logs for DNS, timeout or authentication errors.
The worker connects but no hashrate appears
- Check that accepted shares increase in the miner dashboard.
- Verify the worker appears under the correct pool account or wallet.
- Allow 20–30 minutes for the first estimate.
- If accepted shares stay at zero, check algorithm, difficulty and logs.
Pool hashrate is lower than the dashboard
- Compare the 6–24 hour pool average, not the real-time value.
- Check stale and rejected share percentages.
- Confirm the miner does not reboot or throttle during comparison.
- Investigate only if the long average remains materially lower.
Overheat warning or thermal shutdown
- Power off and cool for at least 10 minutes; do not repeatedly restart.
- Measure room and inlet temperature.
- Clear dust and prevent exhaust recirculation.
- Confirm all fans or pumps are detected before one monitored restart.
A fan is noisy, slow or not spinning
- Disconnect power before inspection.
- Check debris, cable contact, blades and connector seating.
- Compare dashboard RPM readings.
- Use only the correct voltage, connector, direction and RPM replacement.
Temperature rises quickly after startup
- Verify fan direction and performance mode.
- Check blocked ducts, dirty heatsinks and hot-air recirculation.
- Compare inlet, outlet and board temperatures.
- Shut down if temperature does not stabilize.
One hashboard is much hotter than the others
- Record the difference after operation stabilizes.
- Inspect airflow and fan speed across that board.
- Review logs for sensor, chip or frequency errors.
- Stop and request diagnosis if the gap remains large.
Hashrate is below the model specification
- Run for at least 30 minutes and compare the 6–24 hour pool average.
- Confirm every hashboard and chip chain is detected.
- Check temperature, power mode, voltage and PSU alarms.
- Review rejects and save logs before resetting.
Reject rate is unusually high
- Use Ethernet and test another cable.
- Select the pool server closest to the miner.
- Check latency, packet loss and pool status.
- Compare with a second compatible pool before suspecting hardware.
Hardware error rate is unusually high
- Check temperature and PSU stability.
- Confirm all boards and chips are detected.
- Review whether errors began after a firmware change.
- Export logs and request diagnosis if errors keep increasing.
One hashboard or chip chain is missing
- Capture the status page and kernel log.
- Power down fully and inspect accessible power and signal connections.
- Use approved firmware or a known-good PSU only when recommended.
- Stop repeated restarts if the same board stays missing.
Firmware update failed
- Confirm model, hardware revision and required upgrade path.
- Download the official file again and verify its checksum when provided.
- Use stable Ethernet and uninterrupted power.
- After one failed retry, save the error and logs instead of testing unrelated files.
The miner is unresponsive after an update
- Wait the full documented recovery time.
- Record lights, fans, IP response and router visibility.
- Use only the manufacturer’s model-specific recovery procedure.
- Do not repeatedly flash unrelated images.
When should I perform a factory reset?
- Reset for unknown network/login settings or serious configuration errors.
- Record pool, network and power settings first.
- Use the exact model procedure and timing.
- Remember that reset cannot repair failed hardware.
Settings disappear after reboot
- Use Save/Apply and wait for confirmation.
- Test whether all configuration or only pool data is lost.
- Review logs for storage or read-only errors.
- Persistent loss can indicate control-board storage failure.
How often should the miner be inspected and cleaned?
- Regularly inspect dust, fan sound, temperature and error rates.
- Schedule cleaning based on the environment; dusty sites need shorter intervals.
- Disconnect power and use ESD-safe handling.
- Record temperatures before and after maintenance.
How should dust be removed safely?
- Shut down, disconnect power and let the miner cool.
- Use clean, dry air at controlled pressure and prevent fan overspin.
- Blow through the normal airflow path in short passes.
- Do not use water or compressed air containing moisture or oil.
What should be collected before contacting support?
- Brand, exact model, serial number, order number and firmware version.
- Dashboard screenshots for boards, fans, temperatures, pools and network.
- Current kernel or system log before rebooting.
- When the issue began, what changed and steps already attempted.
When should I stop troubleshooting and request repair?
- Stop for smoke, odor, sparks, liquid, damaged power parts or breaker trips.
- Request service for persistent missing boards, failed sensors or unrecoverable control boards.
- Avoid repeated flashing or part swapping when the fault returns.
- Wait for repair and shipping instructions before opening the miner.
No matching question was found. Try a shorter term or contact support.
Still need help?
Send the exact model, serial number, order number, firmware version, dashboard screenshots and the steps already attempted.
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