Support Playbook

Discord is our only official support channel, and the queue is triaged by humans who follow the same flow documented in the qb manpage, the dashboard Help Manual workflow, and our internal runbooks. Threads that include complete context rise to the top; vague or misfiled requests get deprioritized while we clarify basics. Everything below is written for the QuickBox Pro instance you host on your own hardware or VPS—we only see what you share—so keep the evidence local and ready. Use this playbook to make sure the first reply solves your problem instead of asking for missing details, and lean on the Applications catalog whenever you need per-app flags, ports, or recovery notes.

Priority routing tips

Show us the facts, get bumped to the front

Every support thread is sorted by category, completeness, and reproducibility. The sooner you tell us the OS, QuickBox version, exact command, and resulting logs, the faster we can replicate the issue and push a fix.

Join Discord Support

Open Troubleshooting Guide

Channel & Priority Rules

Choose the best-fit forum (for example #Media Servers, #Download Clients, or #Utilities & System). The Get Support forums mirror the Applications catalog categories one-to-one, plus general forums for getting started, self-hosting, and the dashboard. Threads posted in lounge/general chats are moved into a lower-priority queue so the correctly categorized requests surface first.
One issue per thread. Separate problems mean separate diagnostics. Combining topics makes it impossible to track status or share fixes.
Wait for confirmation before bumping. Staff triages in FIFO order inside each category. Repeated bumps push your thread down because our tooling treats them as “new” submissions.

Misfiled threads are throttled by design

If a post lands in the wrong category or lacks actionable detail, we move it to #triage so properly prepared requests stay visible. Threads marked for triage are reviewed after the high-signal queue is clear.

Discord Forum Cheat Sheet

Every request belongs in one of the Get Support forums below. They mirror the Applications catalog categories one-to-one — one forum per category — plus three general forums for getting started, self-hosting, and the dashboard. Pick the forum that best matches your issue so the right folks can jump in without extra back-and-forth. QBXWatcher posts a grounded, cited first answer in every forum while you wait for a human.

Application forums

Forum	Use it for	Attach before posting
#Channels & Versions	Version resolution or release-channel (stable/beta/nightly) questions, unexpected app versions, or channel switches. See Channels & Versions.	The Core Version from the System Dashboard Diagnostics panel, the app version shown in the Dashboard, and the channel you selected.
#Media Management	Sonarr, Radarr, Lidarr, Readarr, or Bazarr grabs, imports, and library organization.	Root folder mappings, download-client paths, and the app log at `/opt/quickbox/logs/software/<app>`.
#Media Servers	Plex, Jellyfin, Emby, Airsonic, or Tautulli installs, transcoding, metadata, and playback.	`qb generate log`, the app log, plus ffmpeg/transcode snippets if they exist.
#Media Requests	Seerr, Ombi, or Requestrr request queues, approvals, and quota systems.	Recent request payloads and the health of the linked Plex/Jellyfin/Emby server.
#Download Clients	qBittorrent, Deluge, Transmission, SABnzbd, or NZBGet performance, post-processing, and automation.	Client config (keys redacted), tracker/queue status, and the related `/opt/quickbox/logs/` entries.
#Indexers & Trackers	Prowlarr, Jackett, NZBHydra2, or Autobrr authentication, syncing, and API issues.	Indexer test output, application link settings, and `/opt/quickbox/logs/software/<indexer>` results.
#Automation & Tools	Autoscan, Unpackerr, FileBot, FlexGet, or Notifiarr jobs and post-processing hooks.	Job configs, automation logs, and webhook payloads.
#File Management	FileBrowser, Nextcloud, Rclone, Syncthing, or Duplicati mounts, sync, and backups.	`rclone config` output, mount commands, backup schedules, and storage-provider status.
#E-Books & Comics	Calibre, Kavita, or Komga library, conversion, and reader issues.	Library paths, the app log, and a sample of the affected files.
#Remote Access	noVNC, X2Go, or the Web Console desktop and terminal sessions.	The service state, browser console errors, and the app log.
#Communication	The Lounge, Quassel, or ZNC IRC clients and bouncers.	Client/bouncer config (credentials redacted) and connection logs.
#Utilities & System	Netdata, phpMyAdmin, Fail2ban, or WireGuard monitoring, security, and networking.	`ip addr`/`wg show` excerpts, firewall rule exports, certificate logs, and affected service configs.

General forums

Forum	Use it for	Attach before posting
#Getting Started & CLI	Installation, first login, system preparation, the `qb` command line, and general triage.	Your OS/version, the exact `qb` command you ran, and `qb generate log`.
#Self-Hosting & Hardware	Running QuickBox on your own hardware or VPS — requirements, resource sizing, and server health.	System Dashboard diagnostics snapshot and your hardware/OS details.
#Dashboard	The web dashboard — managing apps, monitoring, settings, and users from your browser.	The dashboard path you used, a screenshot, and any browser console errors.

Right forum? Great—now add evidence

Picking the matching forum keeps specialists in the loop, but you still need the checklist below for a fast resolution.

Checklist Before Opening a Thread

✅ Check the Troubleshooting hub to find the page that owns your symptom, and confirm whether the issue persists on the latest build.
✅ Grab diagnostics from your System Dashboard — hit Copy diagnostics for a quick snapshot, or export a bundle from the Diagnostics panel. Prefer the terminal? qb generate log gathers the same evidence.
✅ Note the exact time (with timezone) when the issue occurred—this lets us correlate backend logs.
✅ Confirm you are on a supported OS (Debian 12/13 or Ubuntu LTS) and that the server matches our Getting Started prerequisites.

“Tried this and it’s not working” is not a report

We can’t debug feelings. Provide the command, the output, what you expected, what you observed, and anything you already attempted. Without that, the first response will simply request more info and your place in the queue resets.

Required Context Snapshot

Detail	What we need	Example
OS / Distro	Name + version + kernel	`Debian 12.5 bookworm, kernel 6.1.0-21-amd64`
QuickBox Version	CLI build from the MOTD banner (shown at SSH login or when you run `sudo -i`), plus the dashboard build surfaced in the footer/version dropdown	CLI (MOTD on login) / Dashboard (footer /version panel / changelog)
Action Performed	Exact CLI command (with flags) or the dashboard path/button you clicked	`qb install jellyfin -u USERNAME` or `Dashboard → Service Control → Jellyseerr → Update`
Expected vs Actual	Short summary of what should happen vs what occurred	“Expected qb install to finish; instead it fails at systemd enable step.”
Update Path	If updating, include from/to versions	“Updating from 3.0.1.70 to 3.2.2.2158”
Multi-User Info	If user-specific, include username/group and privileges	`User: mediahub (group: streaming)`

Screenshots help, but logs win

A screenshot of the error banner is useful, yet staff ultimately needs the textual output or log file so we can replay the same steps on lab systems and find matching stack traces.

Logs & Evidence to Attach

The fastest, preferred way to gather evidence is your System Dashboard — no terminal required. Open it from the sidebar under Dashboard → System Dashboard (admin access), then:

Copy diagnostics (quick): click Copy diagnostics in the top-right command bar and paste the live snapshot straight into your thread. This is enough to start most requests.
Redacted report: scroll to the bottom Diagnostics panel and use the Copy / .txt / .json / Bundle buttons. These mask your hostname and public addresses, so they are safe to attach to a public thread.
Full detail bundle (when we ask): in the same panel, open Full detail → Download bundle for the complete, unredacted report. It includes host identity so we can match it to your exact server — send it to us in a DM on an open case, not in a public channel.

See System Monitoring → Diagnostics for a full walkthrough of each export and exactly what it masks.

Redacted for public threads, full detail for DMs

The standard exports are safe to post publicly — they replace your hostname and public IP/IPv6 addresses (they still describe your hardware/versions/timezone, so use good judgment). The Full detail bundle leaves host identity in — only send it to QuickBox support in a direct message when we ask a follow-up question.

CLI alternative (equivalent evidence)

Prefer the terminal, or the dashboard is unreachable? The qb CLI gathers the same evidence:

CLI bundle:


qb generate log

This writes the full bundle to /opt/quickbox/logs/system_log. Upload that file (or gzip it first with tar czf system_log.tar.gz /opt/quickbox/logs/system_log) and drop the link/attachment in your thread so staff can pull the same data set. 2. Service-specific logs:

/var/log/nginx/ – dashboard, API, and installer HTTP traces
/opt/quickbox/logs/ – qbpro installer, updater, and cron tasks
/opt/quickbox/logs/ – user-level tasks (software installs, quota updates)

Application installer logs: Each qb install <software> generates a timestamped log inside /opt/quickbox/logs/software/. Attach the most recent file when troubleshooting app-specific issues.
System journal (if relevant): journalctl -u v4-dashboard -n 200 or the unit that failed.

Mask secrets, not context

Redact passwords, API keys, and public IPs, but leave filenames, paths, and error text intact. Obscuring entire lines makes the log unusable.

Need a refresher on where each application stores its artifacts? Jump to All Applications A-Z before collecting evidence.

Best Practices for High-Signal Threads

Do

Lead with a one-line summary (qb update quickbox → fails on step 6).
List reproducible steps (CLI command, dashboard path, automation job).
Attach the output of qb generate log plus any service-specific log excerpts.
Mention what changed last (OS upgrade, new disk, recent qb release).
Return to the thread with confirmation once a fix works so others can benefit.

Don't

Don't post “Broken. Please fix.” without describing the action you took.
Don't assume an app is down for everyone just because it fails on your host—provide evidence so we can check centrally.
Don't open duplicate threads for the same issue; update the original with new info instead.
Don't delete the logs after posting. Staff may need to re-download them while investigating.
Don't DM staff directly unless specifically invited—keep context in the public thread so the whole team can help.

Re-run the Troubleshooting Hub commands before posting so staff sees the current state instead of repeating those steps.

Ready-to-Copy Thread Template


**Forum:** #Media Servers (swap in the forum from the cheat sheet that matches your issue)
**Environment:** Debian 12.5 bookworm, kernel 6.1.0-21-amd64
**QuickBox Version:** CLI (MOTD on SSH login), Dashboard (footer / version panel / changelog)
**Action:** qb install jellyfin -u mediahub
**Expected:** Service installs and systemd unit starts
**Actual:** Script exits with "systemd enable failed" and rolls back
**Logs:** (qb generate log), /opt/quickbox/logs/jellyfin.log
**Notes:** The application shows that it installed but the service won't start after installation.

Threads with this info are answered first

When we can reproduce an issue from your template alone, you get an answer or fix in minutes instead of hours.

FAQ

It was missing required details (OS, version, logs) or sat in the wrong category. Update the post with the checklist above and tag staff; we will move it back into the active queue.

Not at this time. Discord threads are the single source of truth so engineers, support, and automation tooling can collaborate in one place.

Tell us which version you were upgrading from, the installer flags you used, and attach /opt/quickbox/logs/update* plus the output of qb update quickbox.

Run qb generate log, gzip the resulting /opt/quickbox/logs/system_log if needed, and share the archive via Discord or your preferred file host. If the server cannot reach the internet, scp the tarball to your workstation and attach it manually.

Yes—add new findings or let us know the regression resurfaced. Providing the new build number helps us diff changes since the original fix.