Spider Hub
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Troubleshooting

Sending an error report: what's sent, what isn't, how long it's kept

Send an error report from Spider Hub: see exactly what goes first, nothing is sent without consent, no prompts or cookies, kept 90 days. Plus options on Free.

4 min read

When something's wrong and the error card isn't enough to fix it yourself, the fastest way to get help is to give support an accurate picture of the app's state. Spider Hub has three ways to do that, from small to large. This article explains each, especially Send Error Report: what it sends, and what never leaves your computer.

Three ways to get help

WayWhereWhen to use it
Copy errorOn a failed shot card, or the detail panel in the Task QueueOne specific shot failed
Send Error ReportSettings → SUPPORTThe app's overall state; needs a license key on this computer
Export Support ReportSettings → SUPPORTOn Free, offline, or when sending a report fails

All three end up in the same place: support on Telegram, @spiderhub_boss.

Sending an error report, step by step

  1. Click Settings (the gear at the bottom of the sidebar).
  2. Under SUPPORT, click Send Error Report.
  3. If you like, type a few words in Short description (optional), for example: since this morning 30s shots do not start. Use your own words; don't paste cookies, keys, prompts or links.
  4. Read the Exactly what is sent box. That is precisely what will be sent, nothing more.
  5. Tick I have read the content above and agree to send it to Spider Hub support.
  6. Click Send.

Once sent, the app shows the time and a report number. Send that number to @spiderhub_boss if you want a faster answer.

Send only becomes clickable after you tick the consent box. Nothing is sent automatically, nothing in the background.

What a report contains

A report is a short, structured description of the app's state:

  • The app version and operating system.
  • The license state and the app's latest license decision (for example which plan it's on, and why).
  • Recent shot error codes and how often each appeared.
  • Counts: how many accounts, how many ready, how many shots running, waiting, and failed in the last 24 hours.
  • The account list with masked names (for example acc-3 becomes a***3), their status, health and credits today.
  • Your short description, if you wrote one.

Sent alongside, so the server can check this computer's license: the activation id, this computer's signed licence, this computer's and this installation's hashes and the app version. Your key is never sent.

What a report never contains

  • No prompts.
  • No cookies or sign-in sessions.
  • No Dola chat ids.
  • No file paths from your computer.
  • No emails.
  • No full account names.
  • No raw logs, no videos, no images.

If your short description contains something that looks like a cookie, key, link, file path or email, the app blocks Send and tells you which part to remove. The server checks again and refuses to store anything that looks private.

How long it's kept

The license server keeps reports for 90 days. This is in the Terms of Use under Your data: the server only receives an error report when you choose to send one, after you've seen what it contains.

To prevent abuse, each computer can send only a limited number of reports in a given time. Send too many and the app says so and suggests Export Support Report.

When a report can't be sent

The app always gives the reason and another way forward:

  • No license key on this computer (Free): click Export Support Report and send it to @spiderhub_boss on Telegram.
  • The server can't be reached: check your connection and try again, or use Export Support Report.
  • The server didn't accept this computer's license: use Export Support Report anyway; it shows why.

Export Support Report copies the report to your clipboard. Paste it into Telegram and send.

Example

Since this morning all your 30-second shots are sitting and waiting. You open Settings → SUPPORT → Send Error Report, type since this morning 30s shots do not start, read the content box (a license line, a few error codes, the account list with masked names), tick the consent box and click Send. The app gives you a report number and you send it to @spiderhub_boss. Thanks to the license line in the report, support can see straight away which plan your computer is on and why, instead of asking.

Summary

  • Three ways: Copy error (one shot), Send Error Report (the whole app, needs a key), Export Support Report (Free or offline).
  • A report only goes when you click Send after seeing exactly what's in it and ticking consent.
  • No prompts, cookies, chat ids, file paths, emails or full account names; your key is never sent.
  • The server keeps reports for 90 days.
  • Send your report number to @spiderhub_boss for a faster answer.