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5. Problem Troubleshooting


Most common issues you might encounter on Xive have to do with hashrate. In your contract stats, you may see that at times the average hashrate is lower that the hashrate you've paid for. In rare cases it can even fall all the way to zero.

In the vast majority of cases, hashrate drops happen on the side of your mining pool or the seller – not on the side of the Xive platform. If the page in My Contracts shows lower-than-expected mining power, proceed in the sequence described below.

1) When did you activate the contract?

After you pay for your contract, it takes around 1.5 hours for the miner to reach the full hashrate. If you purchased the contract less than 1.5 hours ago, we recommend that you wait and check back later.

2) Verify the data in your pool dashboard

The hashrate displayed in your pool account stats is the most reliable indicator. On most pools, you'll find both the average hashrates and a chart of your actual mining rate vs the average rate. On the same page, you'll see the pool's total hashrate.

Here's an example from SlushPool:

Note that pools usually use exponential moving averages (EMA) to smooth out your rewards. An EMA is a weighted average that gives more importance to recent data. For example, for the 24-hour hashrate the miner's performance in the past few hours has more weight than the hashrate at the beginning of the 24-hour period.

- If you find that the average hashrate displayed on the pool dashboard is the same as on your contract , then there's nothing to worry about. You'll get all the rewards that you've earned.

- If you see that the pool's total hashrate is suddenly very low , it means that something is wrong with the pool. See section 5).

- If the average hashrate in your dashboard is indeed lower than what you paid for, but the pool's overall hashrate is stable , you'll need to contact the seller.

3) Contact the seller

Xive includes a built-in chat that allows you to message the seller directly. Write to the seller and ask if they're aware that the average hashrate is too low.

There are many potential technical bugs on the seller's side that can affect the hashrate or the rejection rate:

Even if the seller cannot fix the issue, you won't miss out on any rewards. The contract will remain active for as long as necessary to compensate for any discrepancy in hashrate.

4) General pool problems – high rejection rates

Note that some pools show your rejection rate on the hashrate chart. In other pools you won't be able to view your worker's rejection rate, so you'll have to ask the seller for that info.

If the seller's hardware is set up properly but the number of rejects remains high, the problem can lie with the pool itself. There are two common reasons:

- Database issues: an overload of the database can cause too many shares to get queued and submitted all at once, causing them to be rejected as stale. Such an event will only affect your mining rewards if a new block is found during the overload. In this case, the pool will usually refund users with additional shares.

- Generally high reject rate: some pools might have a higher rejection rate for a specific coin than others. In this case, switching to another pool can fix the problem. You can do that by clicking the Edit button on your contract page.

Enter the new stratum address and worker name in the popup window and save the changes. Xive will automatically point the seller's hardware to the new pool. Remember that it will take some time to reach the full hashrate on your new worker account.

5) General pool problems – hashrate drops

In rare cases, you'll see that the pool's overall hashrate has dropped. This data is normally available on your dashboard and on the pool's general stats page. Often a chart is available, as on SlushPool:

If you find that the pool's total hashrate for the past hour or day decreased drastically compared to the longer average, it means that there's something wrong with the pool as a whole. For example:

If any of these events happen, a pool might compensate you for the time lost. Consult your pool's Terms and Conditions document to see if it offers additional offers as compensation. Note that some pools don't have this feature.

6) Contact Xive

99% of all problems that arise on Xive are attributable to either the seller or the pool. Therefore, we ask you to contact our support team directly ONLY if you've investigated all the other possibilities.

In any case you will receive everything that you've paid for. Xive is designed in such a way that you'll be compensated with extra mining time for any delay or outage that happens