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Support

Support is included with an active subscription. Email NubeStack at support@nubestack.com; the same address handles sales questions, invoices and evaluation licenses. Below: the checks worth making first, what to include in a report, and how to report a security vulnerability.

On a computer that runs on a deployment license, Settings → License → Fix clock also has an Email NubeStack support button, which opens a message to the same address.

Before you contact support

Most reports resolve against one of a handful of checks. Work through Troubleshooting first, and in particular:

  • A connection will not open. Reproduce it outside OpsPilot — ssh user@host from a normal terminal. Confirm the VPN is up, the key format is supported, and a passphrase-protected key has had its passphrase entered.
  • AI is off, or a saved connection is locked. Open Settings → License and read What this means right now, and point at the connection's badge in the side list for the reason. Free trial and limits explains every badge and limit.
  • Activation fails. The message under Activate online says why; Activate OpsPilot lists each one with what to do.
  • The AI panel says no provider is active. Open Settings → AI Providers, configure a provider and click Test Connection. A provider that saves but fails the test is usually a wrong base URL or an expired key.
  • Ollama is not responding. Confirm the service is running and the model is pulled with ollama list, then confirm the endpoint in OpsPilot matches, including the port.
  • An assistant does not see OpsPilot. The connector must be enabled and the assistant connected. Restart Claude Desktop, or reload the VS Code window — both read MCP configuration at startup.
  • The ChatGPT tunnel will not start. Use Run Doctor on the tunnel row. The tunnel forwards only to localhost, which is enforced rather than configurable. It also needs an active trial or subscription.
  • Commands are not auto-running. Each Command Safety profile decides what runs without asking, in Run commands without asking me; on a new installation the Default profile is set to Ask me every time. If a command still waits under a looser setting, it was not classified read-only or it was treated as dangerous — the card states which.

Check Requirements too if the problem appeared on a new machine or after an operating system upgrade.

What to include when you contact support

  • Your version. Settings → About shows it, for example v0.5.1.
  • Reproduction steps, where possible — what you did, what you expected, what happened.
  • The connection type and platform involved, since a few behaviours differ by platform. RDP in particular is an embedded in-app tab on Windows, and an external client on macOS and Linux — Microsoft's Windows App on macOS, FreeRDP on Linux.
  • Whether the session had AI enabled, and which AI provider or AI Assistant was in use.
  • For a licensing problem: the heading of the card at the top of Settings → License, and this computer's device code from Settings → License → This device. Never send a license key; the account name and the end of the key, as the portal shows it, are enough to find the seat.

Settings → About showing OpsPilot v0.5.1, the License row with Manage, and the security guarantees Settings → About shows the version next to the product name, and the license state in one line; Manage opens Settings → License.

Application logs help support reproduce issues. Terminal scrollback is memory-only and is never written to disk by OpsPilot, so if the problem is in session output you will need to capture it yourself — and check it for secrets before you send it anywhere.

Reporting a vulnerability

Email support@nubestack.com. Security reports are handled directly by the NubeStack engineering team, and NubeStack responds from that address.

Do not post details of a suspected vulnerability anywhere public before NubeStack has responded.

See also