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 lane (for example #📺media-servers, #🌊torrent-clients-and-friends, or #🔧security-and-networking). 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 Category Cheat Sheet

Every request belongs in one of the Discord forum channels below. Pick the lane that best matches your issue so the right folks can jump in without extra back-and-forth.

Channel	Use it for	Attach before posting
#📺media-servers	Plex, Emby, Jellyfin, Airsonic, xTeVe, or Kavita installs, transcoding, metadata, and playback issues. Cross-reference ports and install steps in the Applications guide.	`qb generate log`, the latest `/opt/quickbox/logs/software/<app>` file, plus ffmpeg/transcode snippets if they exist.
#🌊torrent-clients-and-friends	qBittorrent, Deluge, rTorrent/ruTorrent, Transmission, Autobrr, Flood, or Seedcross performance and automation. Use the Admin Installed Software list to confirm permissions.	Client config screenshots (keys redacted), tracker status output, and the related `/srv/quickbox/logs/` and/or `/home/USERNAME/torrents/<client>/<log_path>` entries.
#📨nzb-clients	SABnzbd or NZBGet download, post-processing, and Sonarr/Radarr hand-off problems.	Download client logs, completed download handling settings, and any related Sonarr/Radarr rejections.
#🧲indexers	Jackett, Prowlarr, or NZBHydra2 authentication, syncing, or API issues.	Indexer test output, application link settings, and `/opt/quickbox/logs/software/<indexer>` results.
#📺media-automation	Sonarr/Radarr/Lidarr/Readarr profiles, quality rules, Unpackerr/FlexGet jobs, Autoscan hooks, or metadata imports. Review the Multi User Software list before assigning installs to users.	Root folder mappings, download client paths, automation logs, and webhook payloads.
#🧞request-and-control-tools	Overseerr, Jellyseerr, Ombi, Requestrr, and Notifiarr request queues, Discord bot integrations, or quota systems.	Recent request payloads, linked service health (Plex/Jellyfin/Emby), and bot permission screenshots.
#🔄cloud-data-and-storage-sync	Rclone mounts, Duplicati/Syncthing/Nextcloud backups, Dropbox/Drive quotas, or encrypted archives.	`rclone config` output, mount commands, backup schedules, and storage provider status pages.
#🔧security-and-networking	WireGuard/OpenVPN tunnels, CSF/Fail2ban rules, SSL/Let’s Encrypt renewals, reverse proxies, or IRC tooling (Quassel, TheLounge, ZNC).	`ip addr`/`wg show` excerpts, firewall rule exports, certificate logs, and affected service configs.

Category handled? Great—now add evidence

The cheat sheet keeps specialists in the loop, but you still need the checklist below for a fast resolution.

Checklist Before Opening a Thread

✅ Re-run the commands listed in the Troubleshooting hub so you know whether the issue persists on the latest build.
✅ Capture CLI output with qb generate log or the specific installer/update command you ran (see the CLI Reference for other log helpers).
✅ 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

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
/srv/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 qb-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


**Channel:** #📺media-servers (swap in the forum lane 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.

Quick reference

Troubleshooting Hub

Run the CLI checklist before posting.

CLI Reference

Confirm syntax for qb commands you mention.

Getting Started

Verify your server meets the baseline requirements.

Applications

Grab per-app ports, dependencies, and recovery steps.

Join the Community

Media server operators sharing configs, getting support, and shaping the future of QuickBox Pro.

Dedicated Support

Feature Previews

Community Configs

Active Discussions

Join Discord Server