Troubleshooting

Things that come up — what to check first, and when to open a ticket.

Server won't start

The dashboard status widget shows red or "Offline". Try these in order:

1. Check status.rustinew.com — is there a platform incident?
2. From your dashboard, hit the ↑ refresh icon on the status widget. Sometimes it's a transient panel hiccup.
3. Check if you're suspended (subscription lapsed). Your dashboard will show a banner if so.
4. If still stuck, open a support ticket. We get an alert too — usually we're already looking.

Players can't connect

"Server not responding"

• Server is offline (see above) or restarting after wipe.
• Players' Rust client is out of date — they need to restart Steam to update.
• Server query port (30002) is sometimes blocked by aggressive corporate firewalls. Use direct connect: client.connect r<your>.rustinew.com:30000.

"Disconnect: Kicked: Server is starting up"

Wipe day — worldgen takes 2–5 minutes after a wipe. Wait, retry.

EAC (Easy Anti-Cheat) errors

Client-side issue. Player should:

• Right-click Rust in Steam → Properties → Installed Files → Verify integrity.
• If still failing, reinstall EAC via the Rust install folder (EasyAntiCheat\EasyAntiCheat_Setup.exe → Repair).

Plugin errors

If a plugin you've installed isn't working:

• Open a support ticket and tell us which plugin.
• We'll check Oxide logs and tell you whether it's a config issue, a Rust compatibility break, or a plugin bug.
• Plugin authors sometimes break compat after Rust updates — we'll tell you if a newer version exists.

Wipe-day issues

Wipe didn't happen on schedule

• Check your Wipe Schedule tab — is the frequency set correctly?
• Forced wipes (first Thursday) always happen regardless of your schedule. Don't double-wipe by setting weekly on the same day.
• If your scheduled wipe was skipped, open a support ticket.

Players lost their BPs unexpectedly

• Check that "Keep Blueprints" is enabled in your Wipe Schedule.
• If it was enabled and BPs were lost anyway, open a ticket with the wipe date and we'll restore from backup.

Discord bot not responding

1. Is the bot online in your Discord member list? If it's offline, the bot itself may be down — check status.
2. Has the bot's role been moved below the channels it needs to post to? Bots can't post in channels their highest role doesn't have permission for.
3. If recently moved Discord servers, make sure you re-linked from your Rustinew dashboard.

Restoring a backup

We keep daily backups for 7 days, and 4-hourly backups (if you have the add-on) for 24 hours. To restore:

• Open a support ticket with the date/time you want to restore from.
• We confirm with you before restoring — backups can roll back hours of player progress.
• Restore takes 5–15 minutes depending on save size.

Getting support

Three ways:

• Dashboard support tab — Opens a ticket that emails Dave directly. Best for non-urgent issues.
• Discord — Tag @Dave in our Discord. Best for chat-style back-and-forth.
• Email — support@rustinew.com. Plain old email works.

Response time: usually within an hour during waking hours (UTC+1 / Portugal), 24h maximum.