We designed LocalNode to be robust, but software bugs happen. When you encounter an issue that none of our guides can solve, our engineering team is here to help. Here is how to get the fastest resolution possible.
Overview
Because your LocalNode is 100% private and disconnected from our cloud, we have zero visibility into your server. We cannot see if it crashed, and we cannot log in to fix it unless you explicitly generate logs and temporarily grant us access.
Step 1: Generating a diagnostic log bundle
Before you email us, you should pull the system logs. This tells our engineers exactly what the server was doing right before it crashed.
- Go to your LocalNode dashboard at
http://localnode.local. - Scroll to the bottom of the page to the System section.
- Click Generate Diagnostic Logs.
- The system will take about 60 seconds to compile logs from the kernel, the Docker engine, and every running app.
- A file named
localnode-diagnostics-2026-05.zip will download to your computer.
Note: The diagnostic bundle automatically strips out your personal passwords, API keys, and DuckDNS tokens to preserve your privacy.
Step 2: Enabling Remote Support Access
If the issue is incredibly complex, it might take a dozen emails back and forth to fix. Alternatively, you can give our engineers a secure, 24-hour key to log directly into your server to fix it for you.
- On the main dashboard, go to the System section.
- Click Enable Remote Support.
- A warning will pop up explaining that a secure reverse-tunnel is being opened to LocalNode HQ. Click Accept.
- The dashboard will generate a 9-digit Support Pin (e.g.,
492-184-992).
This tunnel will automatically self-destruct and sever the connection after exactly 24 hours. You can also manually click "Disable Remote Support" at any time to instantly kick us out.
⚠️ Warning: Never post your Support Pin on public forums or Reddit. Anyone with that PIN can access your server's root terminal.
Once you have your logs and your Support PIN, reach out to us:
- Email: Send an email to support@localnode.tech.
- Attach: Attach the
.zip diagnostic log file to the email. - Include: Paste your 9-digit Support PIN in the body of the email.
- Describe: Explain exactly what you were trying to do when the error occurred.
Our support team is based in the United States and typically responds within 4 business hours. We will log into the tunnel, fix the configuration file, and email you when it's resolved!
Need help? Email hello@localnode.tech or visit localnode.tech/contact.