Troubleshooting

The dashboard says Offline#

1. Is the resource running? In your server console, type ensure fivestaff. If it says the resource does not exist, the folder is not in resources, or it is not called exactly fivestaff.
2. Read the console. FiveStaff prints one line saying what is wrong when it cannot connect:
   • no server key is set: config.lua has no key. Use the one from your latest download.
   • must begin with "fss_": the key was pasted wrong.
   • the panel refused this server key: the key has been replaced. This happens every time somebody presses Download the resource. Use the config.lua from the newest download, or press Regenerate key and paste the new key in.
3. Is your server build up to date? FiveStaff needs a recent FiveM server build. Update your server artifacts and restart.
4. Can your server reach the internet? Some hosts block outgoing connections. FiveStaff needs to reach panel.fivestaff.gg. Ask your host if you are not sure.

The framework says "Not detected yet"#

FiveStaff looks for your framework when it starts. Make sure ensure fivestaff comes after your framework in server.cfg, then restart. If you run a renamed core, set it by hand. See your framework.

A player cannot join#

Open Players → Turned away. It lists everybody your server refused, why, and the exact message they saw. See turned away.

If they are not there:

• They may be waiting in the join queue.
• Their own game may be failing to connect for a reason that has nothing to do with FiveStaff.

A staff member cannot get in when the server is closed#

FiveStaff recognises staff by their Discord account. Ask them to start Discord before FiveM, then connect again. See how FiveStaff knows who your staff are.

Somebody on the allow list is still turned away#

Check the identifier on the allow list is theirs and of the right kind (a licence under license, a Discord ID under discord). It can be pasted with or without its license: prefix. The easiest way is to wait until they try to join, then press Add to the allow list on their entry in turned away, which adds exactly the identifier they connected with.

A staff member cannot see a page or a button#

Their role does not include the permission for it. Pages and buttons a role cannot use are hidden rather than greyed out. Check their role under Settings → Team → Manage roles. See roles and permissions.

Live view or calls say they are not available#

Both are on the Pro plan. On Pro, up to three players can be watched at once; if three are already being watched, somebody has to stop first.

If the picture stays on Starting, the player's game may still be loading. If it says Tabbed out, they have switched away from the game.

A player cannot hear a call, or staff cannot hear them#

• The player must press Accept when the call rings.
• If they did not share their microphone, they can still hear you and can reply by typing /reply followed by their message.
• Check you have not pressed Mute.

The Discord bot is not posting#

• Check the channel is chosen under Settings → Discord → Log channels.
• Check the FiveStaff bot can see and post in that channel. Private channels need the bot's role added.
• If the bot was removed from your Discord server, press Add FiveStaff to Discord again.

The game database will not connect#

• Check the host, port, database name, username and password.
• Your database must accept connections from outside your machine. Many hosts only allow local connections by default; ask them to allow remote access for the FiveStaff user.
• Check the user has SELECT permission on your database.

The Status card on Settings → Database says what went wrong.

The player log is empty#

The player log is off until you switch it on. Open Player log → Settings and turn on Collect player events. See player logs.

If it was working and stopped, check the Storage card: when it is full, new events stop being collected until there is room.

Still stuck?#

Ask us in the support Discord. Tell us your server's name, what you expected to happen and what happened instead. A copy of the line from your server console helps a lot.

Open a ticket rather than posting in a public channel if it involves your server key, billing or a player's details. Never paste your server key anywhere public.