My Miner Is Offline. What Happens Next?
Do I need to report an offline miner?
No, there is no need to report it. Our monitoring system checks every miner automatically. When a miner fails a series of checks, the system opens a hosting repair ticket and notifies our on-site technicians. You do not need to email us for a repair ticket to be created.
When is a repair ticket created?
The automatic ticketing system runs on a daily schedule. If a miner goes offline after the most recent run, its repair ticket will be created on the next scheduled check — typically within 24 hours.
Why doesn't my offline miner have a ticket yet?
There are a few common reasons:
- It went offline after the most recent daily run. Its ticket will be created on the next scheduled run.
- It came back online before the system checked it. This often happens when a miner drops briefly and recovers on its own.
- It is offline due to site maintenance, a curtailment, or a site outage. These events are not miner issues and do not create repair tickets.
You can check the facility status page at dashboard.simplemining.io/facilities to see whether your site has an active event.
How do I check on my miner?
- Log in to the Simple Mining dashboard.
- Select Support & Resources in the left column.
- Click Hosting Repairs.
- Open the ticket for your miner to view its status, diagnosis, the work being performed, and technician notes.
Tip: Each ticket has its own unique link — for example, dashboard.simplemining.io/hosting/ticket-id — that you can bookmark to follow its progress.
How long until a technician looks at it?
Our site team begins diagnosing miners as soon as a repair ticket is created. Response times vary based on issue complexity. For current estimates, contact our support team.
- Repaired on site: Covers many common issues, such as a bad fan, a failed power cord or PSU, or a board that needs fresh thermal paste.
- Sent to our repair center: Covers miners that need hashboard repairs.
- Sent to the manufacturer: Covers miners with hashboard issues still under factory warranty, which are shipped to the manufacturer's warranty center.
What if my ticket hasn't been updated recently?
Our team is actively working on your miner even when no new note has been added to the ticket. Repairs that involve sourcing parts, the repair center, or warranty processing take additional time and may not be updated every day. If you have not seen an update in several days, contact our support team for a status check.
Questions? Contact our support team directly for an update on your miner's status.