After Sales FAQ

1. Hashrate Interruption

Hashrate interruption refers to a period when the hashrate drops to 0. This is a normal phenomenon because the ALEO algorithm is complex, and miners may temporarily fail to solve calculations during certain periods. At this point, the SYS indicator will flash blue rapidly, and the PWR indicator will stay on with a red light. If you experience a brief hashrate drop to 0, we recommend waiting patiently, as it usually recovers within an hour. If it does not recover after 2-3 hours, please contact us.

2. Fluctuations in Theoretical and Real-time Hashrate

Due to the diversity of ALEO algorithms, the hashrate may fluctuate when solving different algorithms. This is normal.

3. Difference Between Theoretical and Real-time Hashrate
It is normal for there to be some discrepancy between the theoretical hashrate and the real-time hashrate. A difference within 5% is considered normal. If the difference persists for an extended period, please contact us.

4. Theoretical Hashrate is Normal, but Real-time Hashrate is 0

If your miner’s theoretical hashrate is normal but the real-time hashrate shows 0, please contact us. 

5. Unable to Connect to Mining Pool
Currently, ALEO miners support the DXPool, F2pool and ZK.Work pool.

6. Firmware Version
Different miners of the same model may have different firmware versions. If your miner is functioning properly, there is no need to upgrade. For necessary upgrades, we will issue a notification.

Poor contact between the power supply interface and the miner interface may cause overheating or even burning. This is because high voltage and current is generated at the moment of power-on, and if there is poor contact, electricity will leak and cause overheating. Therefore, it is important to ensure a perfect fit between the power supply interface and the miner interface.

Additionally:

For multi-interface miners, using only one interface for power may also result in interface damage. Please ensure that all interfaces are connected to power cables.
Using non-standard power supplies or cables can also cause interface damage. We recommend using the official Goldshell power supply and the GoldshellMiner-provided 2-in-1 cable if you are using the non-Goldshell PSU.

NOTE: Damage caused by the use of third-party power supplies is not covered under warranty.

The purpose of resetting the miner is to resolve issues such as: forgotten miner unlock password, incorrect network or pool configuration, normal indicator lights but unable to access the miner dashboard, or abnormalities after installing new firmware.

All Goldshell miners have two reset methods:

• Via the miner dashboard: Navigate to System Settings → Factory Reset.

• Using the reset (RST) button: Press and hold the Reset (RST) button for 5-10 seconds to restore the miner to factory settings. You can refer to the below image to locate where the reset button is.

• Via Goldshell HUB: To reset your Goldshell miner, head over to hub.goldshell.com. From there, go to the MINER page, click More, and then select Reset. The reset process should take about 3 to 5 minutes to complete. 
• Via Goldshell Zone: To reset your miner, open the Goldshell Zone app and navigate to the Miner page. Select the specific miner you wish to reset to access its details page. Scroll to the bottom of this page and click Reset. The reset process will take approximately 3 to 5 minutes to complete. 

After a factory reset:

• The dashboard unlock password will be reset to 123456789.
• For BOX/MAX/ECHO series, the indicator lights near the IP button will flash simultaneously during the reset process. Once the red light turns off, the reset is complete.
• For Goldshell BYTE, all indicator lights except the power light will turn off during the reset process. Once the reset is complete, the other lights will turn back on.
• All data will be erased, including pool configurations and miner logs, but the firmware will remain unchanged.

Currently, the recommended mining pool is DXpool. For other mining pools, we will collect customer requirements and report them to our R&D team. After evaluation, the R&D team will determine whether to optimize miners for these pools. If there are any updates, we will notify customers promptly. Please note that the evaluation and optimization process can take a considerable amount of time, so we recommend using DXpool.

Using unsupported mining pools may result in operational issues such as low hashrate and high rejection rates, which could lead to misjudgments in after-sales technical support.

Generally, our miners do not support cryptocurrencies other than those specified in the product information.

If you choose to use a non-Goldshell power supply, please ensure the following requirements are met:

• Wire Gauge: The wire must be 16AWG. Using 18AWG wire may cause overheating and connector damage, which can risk product damage and will be at your own risk. 
• Power Rating: The rated power of the power supply multiplied by 80% should be greater than or equal to the miner’s power consumption. 
• Connectors: Multiple independent 2×3 PIN power connectors with 12V output.

For some miners with older firmware, the MAC address will change.

Upgrade your firmware version to the latest will solve this problem. 

Earnings query tutorial

Note: This tutorial uses www.dxpool.com, www.poolin.me and www.f2pool.com as example websites, and LTC as example coin, and it’s the same for other currencies.

The Hardware versions do not necessarily indicate a newer or older model. These are likely just identifiers for different batches or versions of the product.While the numbers may differ, all miners should perform according to their specifications. 

If you experience a slight electric shock or tingling sensation when touching the miner after powering it on, it is usually not a strong electric shock but caused by one of the following common reasons:

1. Induced Current (Stray Voltage)

When the miner is powered on, the metal casing may carry a small amount of induced voltage due to a poorly grounded power supply or power grid environment. This is typically a very low current (within safe levels), but can cause a mild tingling sensation when touched.

2. No Proper Grounding

If the power socket you’re using lacks a ground connection, or if the power supply does not support grounding, the stray voltage on the miner’s casing cannot be discharged. This increases the chance of feeling a shock when touching the device. This is especially noticeable when using switching power supplies.

3. Humidity or Static Electricity

A humid environment or static build-up may also increase the sensation of induced current when touching the metal surface of the miner.

✅ Recommended Solutions:

• Use a properly grounded power outlet or power strip. Ensure the ground wire is properly connected and functional.

• Avoid touching the miner’s metal casing with bare hands, especially in damp or humid environments.

• If the shock feels unusually strong, stop using the device immediately and contact after-sales support to check for possible grounding or leakage issues with the power supply or the miner itself.

1. The insufficient tightening of the fixing screws of the hashboard can cause board burnout, and the burnt area is often near the fixing screws of the hashboard. Therefore, it is important to ensure that the screws are tightened properly when installing the hashboard.

2. A high amount of dust on the hashboard can lead to high-temperature damage to the board.

It is not possible to manually adjust the fan speed (fan RPM) of the miner. In fact, the fan speed (fan RPM) is automatically adjusted according to the miner’s temperature. 

If your miner is running normally, upgrading is not strictly required.

We will issue notifications for firmware versions that are strongly recommended to upgrade.

If you have forgotten the dashboard unlock password or entered the password but it shows as incorrect, you can press and hold the Reset (RST) button for 5-10 seconds to reset the password to 123456789. If 123456789 is still wrong even after resetting, please refresh the miner dashboard and unlock it agagin.

You can refer to the below image to locate where the reset button is.