Product support and FAQ

Situation and solution of pay the order

Status of Cancel

  • Not paid — the order was cancelled due to the customer click “cancel” on the way to the Coinbase payment. Need to place a new order and re-purchase.
  • Paid — please send support ticket and provide proof of payment, includes Coinbase code, order number, payment address

Status of failed

  • Paid less service fee — please send support ticket and provide Coinbase code and order number, the order will be completed after the payment is done.
  • Paid enough fees/ paid many times but still failed — please send support ticket and provide Coinbase code and order number, customer service will check information for you.

Overpaid

  • Please send support ticket and provide Coinbase code, order number and refund address, refund will be received within ten working days.

How to check order status?

Check your order status (processing, shipped) by login into the store on the website.

What to do before receive the miner?

  • Prepare stable network and power supply, provide a ventilated environment. These are necessary conditions for the operation of the miner.
  • Please ensure to review User guide
  • Apply for a mining pool account and watch tutorial

What to do after receive the miner?

  • Conduct a preliminary inspection of miner before operation:
  • Check whether the appearance of the miner is deformed or damaged, check fan and connect wire as well.
  • Checkwhether miner has abnormal noise, and observe whether there are any radiating fins falling off.
  • If you find any above situation, please take photo first and contact customer service.
  • REMARK: Do not disassemble the miner by yourself. The miner is affixed with anti-disassembly label. The miner immediately loses warranty service while user disassemble without any permission.

What else should be done after download Goldshell miner software?

  • Goldshell miner software can only run under windows at present. But you can use other open-source software to run on Macos and Linux. Please refer to: handyminer.
  • Apply for a mining pool account and watch tutorial (Dxpool is recommended in China)

Whether to support self-disassembly?

  • Please submit a support ticket on the website and contact customer service before disassemble the miner. Describe the problem and serial number of miners. ONLY get approval can be disassembled.
  • If you disassemble the miner without approval, customer service won’t be responsible and/or repaired for the related issues.

BIG MINER (KD2/ KD5/ CK5/ HS5/ HS3SE/ LT5/ BOX)

The red-light flashes slowly & Miner interface shows “Please check the network” ----Disconnect to the network

  • Whether computer connect to the Internet?
  • If access to Internet, check the information of mining pool is correctly.

If the information is correctly, please trying to switch to another pool; if still cannot connect, contact customer service.

If the information is wrong, please re-input the correct information.

  • If cannot connect to Internet, call the carrier to repair the network.

The device cannot be detected in the interface of Goldshell Hub/ Yotta BC software while pressing the IP key.

  • Check whether the miner and PC are in the same IP terminal

If they are not in the same IP, please switch/ connect them to the same router, details refer to user guide.

  • Recommend to replace the cable while red light flashes slowly and green light off

Situation and solution of miner’s indicator light

  • Green light always on & red light off

Not set up mining pool

The algorithm and setting in the pool are incorrect

  • Red light flashes slowly & green light off

Network issue

Check whether cable is connected

  • Red light always on & green light flashes quickly — some Hashrate boards fail in the operation
  • Red light flashes quickly & green light off
  1. Fan Abnormal

         Spin — normal operation

        Do not spin

         Disassemble to check cable

         Loose — tighten and complete

  2. TightWhether fan completeWhether the heat sink fails off and block the fan
  3. Same specification of replaced fans can be used
  4. If fan is replaced without permission and causes issue, customer service won’t be responsible for it.

 

  • Red light always on & green light off

i) The miner’s temperature is too high, turn on protection automatically

Turn off the miner

Cooler indoor temperature

 

  • Green light flashes quickly & red light off — normal operation
  • Red & green light flash alternately — on light effect, can turn it off manually

The computing board operate abnormally (as below figure shows)

  • If the Hashrate of one of the four boards is lower than others (average Hashrate is less than 80% of others), please restart miner. If still present abnormal, contact customer service.
  • Please restart the miner if encounter the below figure. If not back to normal, contact customer service.

Why does the device start to run normally, but Hashrate can’t be seen on the mining pool or Hashrate is less than that on the PC?

After the operation, Hashrate will have some delay at the pool (delays vary from pool to pool).

Abnormal display/ operation in the miner’s IP page

Please use Chrome browser.

HW Error/ rejection is too high?

This is a normal phenomenon due to fluctuations in computing power caused by network fluctuations or chip systems. As long as ratio of HW Error/ Nonces is less than 5%, it is fine.

If miner restart frequently?

  • Check whether the network is stable, if unstable pls contact the carrier.
  • If mining pool is unstable, pls switch to other pool.

Situation and solution for high temperature protection of miner

  • It is normal that chips temperature is below 100℃, the environmental temperature is below 35℃with good ventilation.
  • If miner stops and shuts down, because miner has triggered the high-temp protection automatically, need to power off and restart back to normal.
  • If environmental temperature is too high, suggest to increase the ventilation to dissipate heat, or cooler the temperature.

MINI MINER (LBC/HS1/HS1PLUS)

The software interface shows “Abnormal network error” --- disconnect to the network

  • Whether computer can connect to the Internet?
  • Search the “network detector” on the Internet to detect the network by yourself. If access to network, check if information of mining pool is correct.
  • If the information is correct, please trying to switch to another pool; if still cannot connect, contact customer service.
  • If the information is wrong, please re-input the correct information.
  • If cannot connect to Internet, call the carrier to repair the network.

PC cannot detect the device?

  • First case: search “Device Manager” in the Windows search bar while miner is connected. Click and open the “Port” option.

If “Port” option shows as below figure, means drives has installed successfully.

If did not appear, means drivers has not been installed successfully, pls download and install it on the official website.

  • Second case: if the driver installed successfully, pls turn off all anti-virus software and firewalls in the PC
  • Third case: the USB cable is broken, red light on and blue light off, pls replace the USB cable.

Situation and solution of miner’s indicator light

  • Blue & green light always on — the hardware of miner is trouble-free, and it is in vacant state.

Connect to the mining pool

Restart the PC + USB Hub + miner

  • Green light on & blue light flash quickly — normal operation.
  • Red & green light off and blue light flashes slowly — power issue

Contact and report the status of indicator to customer service

  • Red light on and blue & green light off — abnormal USB communication

Check whether the USB connection is normal, replace the USB cable/ Hub/ change the USB port of computer

If still cannot solve it, pls contact customer service

  • Blue light flashes slowly — high temperature/ abnormal fan/ abnormal power supply

Why does the device start to run normally, but Hashrate can’t be seen on the mining pool or Hashrate is less than that on the PC?

  • After the operation, Hashrate will have some delay at the pool (delays vary from pool to pool).

HW Error/ rejection is too high?

  • This is a normal phenomenon due to fluctuations in computing power caused by network fluctuations or chip systems. As long as ratio of HW Error/ Nonces is less than 5%, it is fine.

If miner restart frequently?

  • Unstable network

Search the “network detector” on the Internet, detect network and upgrade the network speed.

If connect via WIFI, check whether the WIFI signal is stable; if it is unstable, switch and connect to network cable

  • Unstable USB port connection

Check whether USB connection is normal

Check the USB Hub and replace it. Recommend to use a Hub with own power supply if necessary.

  • Unstable mining pool

If mining pool is unstable, pls switch to other pool.

HS1 (HS1-PLUS) failed to initialize the miner?

Check whether the driver is correctly installed. If it is, you can try to restart the computer, plug in and out the miner again.

Does HS1 (hs1-plus) support MacOS and Linux?

Goldshell miner software can only run under windows at present. But you can use other open source software to run on Macos and Linux. Please refer to: handyminer.

Multiple HS1-PLUS connect to one PC, but parts of miners cannot be detected?

Because multiple connections to a single PC, cause insufficient power supply for the USB interface.