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CUSTOMER SUPPORT

Get help and return to work.

Find answers and security guidance by task. For further help, reply to the original private-beta invitation.

01

Find help by task

Connection and Host Keys

SSH, passwords/keys/Agent, Known Hosts, ProxyJump, and connection errors.

  • Check address and port
  • Confirm authentication
  • Never ignore Host Key Changed

Terminal and workspace

Shells, tabs, splits, search, fonts, themes, focus, and layout recovery.

  • Verify the shell executable
  • Reset split ratios
  • Export sanitized diagnostics

SFTP and transfers

Browse, upload, download, conflicts, permission failures, cancellation, retry, and recovery.

  • Check the destination
  • Keep failed tasks
  • Do not auto-escalate privileges

Server telemetry

Linux /proc, live metrics, process snapshots, pause, collapse, and channel degradation.

  • Confirm Linux
  • Check /proc access
  • Retry telemetry independently
02

Prepare a useful report

  1. 01

    Describe the environment

    Kelorvi version, Windows version, shell type, and remote Linux distribution.

  2. 02

    List reproduction steps

    Where you started, what you did in order, what you expected, and what happened.

  3. 03

    Sanitize first

    Remove IPs, domains, usernames, identifying paths, business output, and every credential.

Never send passwords, private keys, passphrases, tokens, full SSH Config files, or production databases.

FAQ

Frequently asked questions

SSH is connected. Why is SFTP or telemetry unavailable?

Shell, SFTP, and telemetry use independent channels. Retry the affected panel without closing the others. Telemetry also requires readable Linux /proc.

What should I do when a host fingerprint changes?

Stop immediately and verify the new fingerprint with the server administrator through a trusted channel. Do not delete or replace the old record first.

Will an interrupted transfer disappear?

The task remains in the local queue and an interrupted process returns as paused on the next launch. Resume depends on a trustworthy temporary-file offset.

Does Kelorvi upload Hosts or passwords?

The current Beta has no account or cloud sync. Hosts, workspaces, and transfers stay local; remembered credentials use system secure storage.