Engineering Support

Start troubleshooting where the issue begins

Check your order status, connection path, development tools, and billing details step by step. If the issue persists, submit a console ticket with the order ID, timestamps, and redacted logs to reduce back-and-forth.

Submit a console ticket View the getting-started guide
Support path ready 5 issue types
Check first Order status and target region Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong
Verify next Local network, address, credentials, and toolchain Keep commands, exact errors, and timestamps
Still not resolved Submit redacted context Never send passwords, private keys, or complete payment credentials
Issue entry point 5 support paths
Running nodes Operating continuously 365 days a year
Contact channel Ticket or support email
Troubleshooting entry points

Choose a troubleshooting path by issue type

The same symptom can originate at different layers. First determine whether it concerns an order, connection, environment, billing, or security, then collect the information required for that layer.

Ordering & Delivery

For payments completed but status not updated, incomplete delivery details, or a node or rental period that differs from the order record.

View order status meanings

Remote Connection

For a blank VNC screen, SSH timeouts, rejected credentials, changed host fingerprints, or temporary connection failures after a restart.

Run connection checks

Development Environment

For an incompatible Xcode version, incorrect command-line tools path, unavailable signing assets, missing Homebrew commands, or insufficient runner permissions.

Check the build environment

Billing & Renewals

For checking the billing period, base model, region, SSD add-on, or Thunderbolt 5 pairing details, and confirming charges before renewal.

Read billing FAQs

Security Incident

For suspected account issues, unauthorized access, or exposed secrets. Restrict access and rotate the affected credentials first, then retain the necessary redacted records.

Send a security report
Order Status

Your status determines what to check next

After opening the console, record the order ID, current status, selected region, and rental end time. Do not judge the device status solely from a remote client message.

  1. 01

    Pending Confirmation

    Order details or the payment result are being confirmed. Check that the model, billing period, region, add-ons, and total amount due in USD match your submission.

    Key fields: order ID, payment method, creation time
  2. 02

    Configuring

    The physical node is being configured for the order. The connection address or credentials may not be fully available yet; do not repeatedly try an old address.

    Key fields: target region, configuration status, latest status change
  3. 03

    Ready to Connect

    Connection details are available. Use the address, account instructions, and connection method currently shown in the console, and confirm that the client targets the correct node.

    Key fields: connection address, region, expiration time
  4. 04

    Rental Ended

    The current rental period has ended, and the original connection details no longer represent an active service. Migrate your data before expiration; use the new console record for subsequent orders.

    Key fields: rental start and end times, final data migration record
Node Directory & Live Results ZoomMini M4 Core and ZoomMini M4 Plus are available in Singapore, Japan (Tokyo), South Korea (Seoul), and Hong Kong. Actual availability and order results are determined by the console in real time.
Connection Troubleshooting

From network reachability to session recovery

Checking in order helps prevent local network issues from being mistaken for device issues. Keep the timestamp, target address, and exact error text for every step.

connection-check.sh 
$ ping -c 4 <host>
4 packets transmitted, 4 received

$ ssh -vvv user@<host>
debug1: Connecting to <host>
debug1: Server host key verified

$ nc -vz <host> <port>
Connection succeeded
VNC & Display

The address is reachable, but there is no display

Confirm that the console status is Ready to Connect and that the client uses the current address and assigned credentials. Close the old session and reconnect; reduce resolution, color quality, and visual effects to rule out a weak network.

View remote connection methods
Recovery After Restart

Unable to connect temporarily after a restart

Wait for the system to finish booting, then refresh the device status in the console. Read the connection address again, clear the client’s saved old session, and test VNC and SSH separately to identify whether the issue is graphical or network-related.

View device status
01

Verify network reachability

Switch to a known-stable local network and record the target address, port, and timeout result. Do not rely only on whether a browser can access other websites.

02

Check account credentials

Confirm that the username, password, or SSH key comes from the current order instructions. Check for spaces introduced during copying, and do not repeatedly submit incorrect credentials.

03

Handle an SSH fingerprint change

First check in the console whether the target address has changed. Once the target is confirmed, remove the corresponding old known_hosts entry; do not clear the entire file.

04

Separate client and node issues

Retest with another trusted device or connection method. If SSH works but VNC does not, prioritize recording the graphical client version and session behavior.

Build Environment

Check dependencies in toolchain order

First confirm which Xcode the system is actually using, then check signing, the package manager, and runner permissions. Skipping prerequisite checks makes later errors harder to interpret.

  1. 01

    Confirm the Xcode version and selection path

    Run xcodebuild -version and xcode-select -p, then verify that the project’s required version matches the current developer directory.

  2. 02

    Verify command-line tools

    Run clang --version and swift --version. If a tool is missing or the version does not match, correct the Xcode selection path first and test again.

  3. 03

    Check certificates and provisioning profiles

    Confirm that the build user can read the required signing assets, and check certificate validity, provisioning profile identifiers, and project settings. Keep only names and error types in logs; do not include secrets.

  4. 04

    Check the Homebrew path

    On Apple Silicon, typically confirm that /opt/homebrew/bin is included in the non-interactive shell’s PATH, and verify that the runner startup environment matches the terminal environment.

  5. 05

    Verify minimum runner permissions

    Confirm that the self-hosted runner has the required permissions for the working, cache, and build artifact directories. Do not grant broad system permissions to hide an issue with one path.

toolchain-check 
$ xcodebuild -version
Xcode <required-version>
Build version <build-version>

$ xcode-select -p
/Applications/Xcode.app/Contents/Developer

$ command -v brew
/opt/homebrew/bin/brew

$ test -w "$RUNNER_WORKDIR"
$ echo $?
0

$ xcodebuild -scheme App build
** BUILD SUCCEEDED **
Do not judge success by the last line alone Also check the command exit code, actual artifact path, test report, and signing steps. A cache hit does not mean the build succeeded, and an online runner does not necessarily have permission to use the working directory.
Terminology

Eight frequently used terms, explained accurately

These terms describe hardware ownership, connection methods, automation roles, and order boundaries. Using precise terminology in a ticket reduces ambiguity during troubleshooting.

Physical Node
The Apple Silicon hardware device that actually runs macOS workloads and provides the underlying resource represented by the order’s connection address and runtime status.
Dedicated
Each active order corresponds to one dedicated physical machine; its compute, memory, and local storage are not shared with other customers’ sessions.
Non-virtualized
Workloads run directly on the physical Mac mini assigned to the order rather than on a virtual compute instance carved from a shared host.
VNC
A remote display protocol for accessing the macOS graphical interface, suitable for window operations, UI testing, and visual configuration.
SSH
An encrypted connection method for command-line operations, automation, file transfer, and diagnostics, well suited to continuous integration and scripted workflows.
self-hosted runner
An automation executor deployed on a dedicated Cloud Mac and configured by the team with its own permissions and toolchain to receive and run pipeline jobs.
Rental Period
The service interval defined by the order, selectable by day, week, month, or quarter. Connection details, renewal checks, and data migration should all follow this interval.
Region
The service region where the device is located. The current directory includes Singapore, Japan (Tokyo), South Korea (Seoul), and Hong Kong—four regions in total.
Billing FAQ

Review the billing structure before renewal

The invoice should list the base model, billing period, region, and add-ons separately. The payment gateway’s actual availability is determined by the console response.

How are day, week, month, and quarter plans priced?

Orders are billed according to the single period selected at checkout; different periods are not combined. Before renewal, reconfirm the model, period, region, rental start and end times, and total amount due.

How are SSD and Thunderbolt 5 pairing listed?

+1TB SSD, +2TB SSD, and Thunderbolt 5 pairing are listed separately according to the selected period and should not be merged into the base model name. Thunderbolt 5 pairing is calculated per device; verify the associated devices when confirming the quantity.

Which currency and payment methods are supported?

All orders are settled in USD. Only USDT-TRC20 and Visa / Mastercard / Amex (via Stripe) are supported; actual gateway availability is returned in real time by the console.

Which fields must be checked before renewal?

Check the order ID, base model, selected period, target region, SSD add-on, Thunderbolt 5 pairing quantity, USD subtotal, total amount due, and new rental end time in order. If any field is inconsistent, submit a ticket before payment.

What should I provide if the status does not update after payment?

Provide the order ID, payment method, payment time, current console status, and redacted transaction reference. Do not send complete card details, complete payment credentials, or any account password.

Support Ticket Checklist

Submit information that enables direct troubleshooting

An effective ticket should answer: “Which order, which region, when did it happen, how can it be reproduced, and what did you see?” Redact sensitive information first.

Required Context

Organize the ticket body in the following order

  1. 01
    Order ID and region

    State the order ID shown in the console and the target region: Singapore, Japan (Tokyo), South Korea (Seoul), or Hong Kong.

  2. 02
    Time of occurrence

    Provide the first occurrence time with time zone, the most recent reproduction time, and whether the issue is continuous or intermittent.

  3. 03
    Reproduction steps and expected result

    Describe each step from entering the console or running the command, and state the actual and expected results separately.

  4. 04
    Environment and connection method

    Specify the local system, client version, VNC or SSH, macOS and Xcode versions, and whether a proxy network was used.

  5. 05
    Redacted logs

    Keep error codes, commands, exit codes, and necessary context. Replace sensitive portions of usernames, addresses, tokens, repository paths, and payment references.

Do Not Send

Secrets are not troubleshooting materials

Do not submit passwords, private keys, recovery codes, repository tokens, signing secrets, complete payment credentials, or unredacted customer data. If a secret may have been exposed, rotate it immediately.

View data protection boundaries
Submission Channel

Keep context attached by using a console ticket

For existing orders, submit a ticket from the console whenever possible so it can be linked to the order status. If you cannot log in, use support@zoommini.com and include the issue category in the subject.

Create a console ticket
Ready to submit

Include order context so troubleshooting starts with useful information

Resolution time depends on issue complexity and the checks required. After submitting, view the request status in the console; if you cannot log in, use the support email.

Submit a console ticket Send a support email