Getting unstuck fast is a skill, and Falix gives you a lot to work with before you ever wait on a reply. This guide is the order to try things in — from the panel answering itself, to the AI assistant, to a human — and the two or three things that turn a slow support thread into a one-reply fix.
| At a glance | |
|---|---|
| You need | any Falix server |
| Plan | any — the AI assistant and log sharing are on every plan |
| Time | five minutes |
Try help in this order
Most problems get solved somewhere near the top of this list, long before a ticket:
- Read the Console. The first error, read from the top, is usually the real one.
- Let the panel's diagnostics help. On application servers the console detects missing packages, missing startup files, port conflicts, and version mismatches — often with a one-click fix button.
- Match it to a guide. The troubleshooting section has decoders for the common failures.
- Ask the AI assistant. Felix can read the server and walk you through — or make — the fix.
- Share your logs and open a ticket. For anything that's genuinely on Falix's side.
Share logs — don't screenshot them
When you need to show someone what's happening, both the Console page and the Logs page have a Share button. Use it. It:
- packages the full log, not a cropped corner of it,
- redacts secrets automatically — tokens and the like are scrubbed before the link exists,
- gives you a link anyone helping you can open.
💡 Tip: The Share link is the single most useful thing you can hand a helper. Grab it first, before you type anything else — it's more complete than a screenshot and it's already scrubbed, so you won't leak a token by accident.
Felix, the AI assistant
Falix has a built-in assistant, Felix, that can actually work on your server — not just chat. Point it at one server and it can read the files, logs, console, and config, diagnose the problem, and (with your approval) fix it: edit a config, install a plugin, restart. Your secrets are stripped out before anything reaches the model, and every change waits for your Approve/Deny unless you raise its trust level. It's on every plan (free uses the fast model; premium adds a stronger one and image attachments).
For a lot of "why won't this start?" moments, describing the problem to Felix and letting it read the console is the fastest path to an answer. The full picture — what it can see, what it can do, and the safety controls — is in The AI assistant.
When you ask a human, send these three things
A ticket is answerable in one reply when it carries the whole picture. Send:
| # | What | Why |
|---|---|---|
| 1 | The Share log link | The complete, secret-free picture of what happened |
| 2 | Your server ID (from the server's URL) | So support knows exactly which server you mean |
| 3 | What you already tried | Saves an entire back-and-forth |
The difference in practice:
| Instead of | Send |
|---|---|
| "my server is broken" | "It won't start. Console says Cannot find module 'express'. I added express on the Packages page and restarted — still failing. Logs: [link]. Server ID: 12345." |
The second version names the symptom, the exact error, the fix you already ruled out, and where to look.
Know which door to knock on
Not every question goes to the same place. A rough map:
| Your question is about… | Best door |
|---|---|
| A crash, an error, "won't start" | Console → diagnostics → troubleshooting guides → Felix |
| How to build or configure your project | The guides library + the tool's own docs; ask Felix |
| Billing, plans, account, being locked out | A support ticket |
| A node genuinely stuck, or a suspected platform bug | A support ticket, with your Share link + server ID |
| Dashboard how-tos (account, panel walkthroughs) | See the Knowledge Base: kb.falixnodes.net |
The honest line: support owns the platform side — hardware, billing, access, real bugs. Your code, configs, and mod setups are yours — that's what the guides and each tool's own docs are for. It's not a brush-off; it's the same reason a landlord fixes the plumbing but not your furniture.
Get a second pair of hands without a ticket
Sometimes the fastest fix is a friend, not staff. The Subusers page invites someone by email or username with scoped permissions — console-only, files, or one area — so they can help without full control, and you remove them whenever. And the Activity page is an audit log of who did what and when, great for answering "why did this change?" before you even ask.
Next steps
- When (and how) to contact support — the deeper version of this guide
- The AI assistant
- When your server won't start