If you experience a machine screen which states 'Sorry, we're down for the moment', it can be resolved by focusing on three potential trouble sources:
- The machine's connection to the internet
- The configuration of the admin and server
- A potential version discrepancy between your admin and machine software versions
⚠️ Note: This screen is distinct from the 'Sorry, maintenance required' screen.
If you have multiple machines paired to the same admin, and if only one of those machines exhibits a 'we're down' screen, then the cause is most likely not related to the admin or server, as that would affect all connected machines.
Instead, our first focus should be on the machine's local internet connection and whether the machine's software is in need of an update. (See below sections.)
Viewing server logs
When this occurs, it's helpful to view the recent server logs, as these can reveal more about any potential error conditions on the server or admin.
To do so, log into your server's terminal, and run the following command:
tail -50 /var/log/supervisor/lamassu-server.err.log
The resulting messages may make obvious references to certain modules (tickers, wallets, SMS, etc.) that can be adjusted. In either case, our support team can take a closer look to interpret these, and can provide a command to send us more comprehensive logs.
If you've recently enabled new server features, there may be settings still waiting to be configured within the admin. Check whether there are any fields highlighted in red within the panels and tabs of the admin. These will need to be filled out.
Further, some causes of the 'we're down' screen can be traced to wallet settings, particularly if you've chosen to use node wallets but haven't installed the nodes themselves, or set a coin to use a BitGo wallet but have incorrect settings.
The server logs above may reference such wallet errors, and you can also check each coin's 'Maintenance > Funding' panel in the admin. If clicking on a Funding panel results in the message 'networkDown', then there is an issue with the wallet configuration. Please review the relevant wallet setup article for details.
Restarting the server process
In some cases, restarting the server process may prove helpful. To do so, log into your server's terminal and run:
supervisorctl restart lamassu-server
Please check that your machine's Ethernet cabling is properly connected at the machine, router, and modem.
When connecting via Wi-Fi, two conditions must be met:
1. The network does not lead users to a landing page (such as a web-based login or for accepting terms and conditions.)
2. It's a password-protected, secured Wi-Fi signal.
Otherwise, you'll be presented with the Sorry/Down screen. To test for this, connect the machine to your phone's mobile hotspot (if it features a password.)
Temporary loss of connectivity
The network's connection to the internet may be down.
To re-establish a connection, try powercycling your machine, to do so please carefully follow the instructions found in the Powering on/off section.
The machine requires a dedicated, stable source of internet connectivity. This is because it must maintain a consistent connection to your server to ping for the machine wallet, ticker price, trading balance, etc. Because of this, we recommend connecting your machine via Ethernet. If Ethernet is not an option, we strongly suggest using a dedicated 4G hotspot, as public networks may not be as reliable or may prioritize other traffic.
For more information on connectivity, see this article.
Should you continue to experience this, please file a ticket with our team by emailing email@example.com.