Troubleshooting Guide & Support Ticket Rules.

[thebrumby]

Troubleshooting Guide

Table of Contents

1. Before You Raise a Ticket
2. Check for Updates
3. Telegram Web GUI Checks
4. Gas Fee Requirements
5. Debugging Options
6. Restart & Renew Game Sessions
7. Built-in Proxy Troubleshooting
8. Unable to Locate the Game in Your Message List
9. Step 01 / Step 100 - QR Code is showing
10. Chrome/Chromium Crashed
11. Final Thoughts

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Before You Raise a Ticket

Please follow this guide, along with the main instructions, walkthrough videos, and documentation, before raising a support ticket. While some issues are caused by updates from the game developers, or to the Telegram interface, other common issues are:

• GUI search queries blocking the left-hand list of active chats from being visible
• Running outdated code - new updates are pushed to the repository regularly
• Becoming logged out of Telegram - this happens when the session created by QR Code scan / OTP gets revoked

Note: We now use a template to direct users to self-help guides. When reporting a problem, ensure you’ve followed all the troubleshooting steps outlined here, and clearly outline the steps you've taken when raising a ticket. Failing to show you've tried to help yourself may lead to the ticket being closed without discussion.

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Check for Updates

Before raising an issue, confirm if your local copy of the script is up-to-date with the GitHub repository:

• Check if there are any known issues and that the game is still supported in the launch commands table.
• Docker Users: The container auto-pulls the latest code every 12 hours, or you can manually trigger an update with the following command:
  • Inside the active container run:

    ./pull-games.sh
    

• Stand-alone Installation:
  • Navigate to your HotWalletBot directory:

    # cd path/to/HotWalletBot
    git pull
    

Tip: Outdated code might be the cause of your issue. Always check before seeking support.

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Telegram Web GUI Checks

1. Use Telegram Web:
   The script is designed for the web version, not mobile or desktop apps.
2. Game Status:
   Ensure the target game isn’t under maintenance and works on Telegram Web.
3. Cloudflare Challenges:
   If you’re blocked by Cloudflare, try setting a user agent in the script to match the UA used by your browser on the GUI version.
4. Manual Claim Test:
   Trigger a claim manually in the TG Web GUI and check for errors.
5. Search Bar Issues:
   Make sure no search query is in your TG GUI, this can interfere with the game (search query could be on a mobile device, desktop version, etc).
6. Renew your Chat with the Bot:
   Consider deleting the bot chat in your TG GUI and starting a fresh chat with the game bot
   • Using your mobile device/desktop Telegram GUI, locate your chat with the game bot
   • Delete that chat and open a new one by visiting the bot link again (e.g. https://t.me/herewalletbot or @herewalletbot)
   • Navigate any issues to open the game in your GUI, and then restart the session in the script
7. If all else fails - Renew your saved Telegram session:
   If there has been no update to the game or Telegram interface, and other users are able to claim without issue, it may be beneficial to renew any saved Telegram sessions:
   • Use ./launch.sh status to delete the existing saved Telegram account
   • Relaunch a new game session (e.g. ./launch.sh hot) and validate a new Telegram session by QR code/OTP.
   • Continue the process of adding a new game from the beginning and see if it resolves the issues.
     

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Gas Fee Requirements

Some games (e.g., Hot, Cold, Ocean/Sui) require a minimum balance for gas fees:

• Example: For Hot, you need >0.2 NEAR.
• The game may have a higher maintaining balance requirement than the amount actually deducted for the gas fee.
  

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Debugging Options

To enable debugging:

1. Launch any game script using the command below and select the option to update settings, or edit the values in variables.txt directly:

./launch.sh hot

• Answer y to Should we update our settings? when starting the script.
  Alternatively, you can edit the values directly in variables.txt using a text editor like nano or vim.

2. Enable debug mode (Should we enable debugging?):

• Choose 'y' when prompted.
• Or set "debugIsOn": true in variables.txt.

3. Enable maximum script verbosity (Enter the number for how much information you want displaying in the console):

• Choose '3' when prompted
• Or set "verboseLevel": 3 in variables.txt.

4. For restarting a stuck session:

pm2 restart [process name]

5. Access the screenshots in the screenshots folder (via ShellNGN, WinSCP, etc.).

Note: Screenshots help pinpoint whether issues are with Telegram or the game’s iFrame.
5. If you are using Docker, the easiest way to view the screenshots is to copy them into your local environment file system:

docker cp telegram-claim-bot:/usr/src/app/screenshots/ screenshots

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Restart & Renew Game Sessions

1. Restart:

pm2 restart [process name]

2. Renew:

• Check status:

  ./launch.sh status
  

• Delete the stuck session as per STATUS.md:

  delete [process name]
  

• Recreate the session:

  ./launch.sh
  

• If needed, also delete and renew, or overwrite your saved Telegram session with a newly validated QR Code/OTP.
  

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Built-in Proxy Troubleshooting

The built-in proxy can help with connection issues:

1. Proxy Usage:

• It rewrites data to mimic mobile device interactions.
• If no user agent is set, it defaults to mimicking an iPhone.

2. Restart the Proxy:

• If it crashes:

  pm2 delete http-proxy
  pm2 save
  

• Check port conflicts:

  apt install lsof
  sudo lsof -i :8080
  

• Kill conflicting processes:

  taskkill /PID [PID] /F
  # or
  kill -9 [PID]
  

• Restart the proxy:

  ./launch.sh enable-proxy
  

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Unable to Locate the Game in Your Message List

Sometimes the script isn't able to detect or scroll to the game chat in the virtual browser UI. When this happens you need to bump the chat towards the top of the list so it can identify it. Once the setup stages of the script have passed, it then seems to work fine even if the message slips down your list of chats:

1. Open the Game Chat:
   Use any Telegram client (mobile device, desktop, or Telegram web) and navigate to the chat with the game's bot.
2. Bump the Chat:
   Type /start in the game chat to bring it to the top.
3. Restart the Setup:
   Restart the affected HotWalletBot script using PM2.
   

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Step 01 / Step 100 - QR Code is showing

If you get the error for the QR code still showing, it means that the Telegram session that you used to set up the game session has been revoked (in the mobile app, Settings --> Devices --> Terminate Session). For you to resolve this error you will need to delete the saved Telegram session, along with all games that were set up using that Telegram session, and then reauthenticate the Telegram sessions and set the games up again.

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Chrome/Chromium Crashed

You may occasionally get an error indicating that Selenium (one of the key third-party software applications used by this script) stopped working because the browser crashed or is unable to start. The two main causes of this are:

• Issues during dependency setup – retry the install.sh process or switch to using the pre-built version with Docker.
• A browser or Chromedriver update leading to version incompatibility (e.g., both Chrome and Chromedriver must be version 133.x).

In either case, you can verify that the software is installed correctly and that the versions match with these commands:

google-chrome --version
chromium-browser --version
chromedriver --version

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Final Thoughts

• For dependency setup issues, consider using Docker Desktop or Docker CLI (on a VPS). The Docker version comes with pre-built, tested dependencies.
• If the troubleshooting steps here don't resolve your issue, open a support ticket with detailed screenshots and information. Vague tickets may be closed.

Preferred Language: English (non-English requests might be closed due to developer language preferences).