Get help + troubleshooting

How to get help from our expert team of engineers, plus troubleshooting tips

If you need a hand setting up UltiHash, or have any other questions, please send a support ticket to [email protected] - we'll get back to you within one business day. In your ticket, please include your Customer ID, which you can find on your Dashboard. You can also join our Discord community and get help from other users as well as UltiHash community managers.

Support Tiers

UltiHash Team provides support for both Freemium and Premium users. The details of the available support levels for each tier are described below:

Freemium Tier For users of the Freemium tier, support is available via email at [email protected]. While we aim to respond to all inquiries, no specific response times are guaranteed, and support is provided on a best-effort basis. Additionally, community support is available via the UltiHash Discord server, where both users and team members may be present and contribute to resolving questions or issues.

Premium Tier The UltiHash team provides the following level of support for Customers of the Premium tier: Our support team is available Monday through Friday, from 9:00 AM to 5:00 PM CET, via dedicated channels (e.g., Slack or Microsoft Teams) and email. The email address for support requests is: [email protected]. We ensure timely and efficient support for all inquiries related to the Software, including but not limited to technical issues, configuration assistance, and general usage guidance.

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Service Level Agreements

• UltiHash Self Hosted (incl. AWS Marketplace customers): https://www.ultihash.io/premium-sla

• UltiHash Serverless: https://www.ultihash.io/serverless-sla

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Troubleshooting tips for frequent issues

Helm chart install or upgrade failure

Symptoms:

• helm install or helm upgrade hangs or returns an error

• Application pods do not start

• Helm status is stuck at pending-install or failed

Steps to resolve:

• Inspect the Helm release status:

  helm status <release_name> -n <namespace>

• Check for resource creation errors or pending pods:

  kubectl get pods -n <namespace>

• Describe a failing pod to view events and errors:

  kubectl describe pod <pod_name> -n <namespace>

• Debug with Helm’s dry run mode:

  helm upgrade <release_name> oci://registry.ultihash.io/stable/ultihash-cluster \
    -n <namespace> --dry-run --values values.yaml --debug

• After the issue has been found and eliminated, process with install or upgrade further.

Recommendation: Always use --dry-run and --debug to validate changes before applying them in production.

Missing or incorrect values in values.yaml

Symptoms:

• Helm fails with a rendering error

• Application fails at runtime due to missing config (e.g., secrets, ports, env vars)

Steps to resolve:

• Compare your values file with the chart defaults:

  helm show values oci://registry.ultihash.io/stable/ultihash-cluster

• Test the rendered templates locally:

  helm template <your_release_name> oci://registry.ultihash.io/stable/ultihash-cluster --values <your_values.yaml>

• Reapply the corrected configuration:

  helm upgrade <release_name> oci://registry.ultihash.io/stable/ultihash-cluster \
    -n <namespace> --values <your_values.yaml>

Recommendation: Use a version-controlled values file and validate changes in a staging environment before rolling out to production.

3. Application pods stuck in CrashLoopBackOff or ImagePullBackOff

Purpose: Diagnose runtime pod failures due to misconfiguration or image issues.

Symptoms:

• Pods keep restarting or cannot pull the container image

Steps to resolve:

• Inspect the pod state:

  kubectl get pods -n <namespace>

• Check the logs of the failing pod:

  kubectl logs <pod_name> -n <namespace>

• Correct the config causing failure, then upgrade:

  helm upgrade <release_name> oci://registry.ultihash.io/stable/ultihash-cluster \
    -n <namespace> --values <your_values.yaml>

Recommendation: Ensure that image repositories are accessible and secrets for private registries are correctly configured in the cluster.