This chapter is for owners and support staff. It explains how to handle common problems without immediately resetting everything or replacing scripts.
Support tickets
Support tickets should be used when an owner needs help with setup, billing, location matching, permissions, add-ons, or dashboard issues. Tickets should collect enough information for staff to investigate without asking the same questions repeatedly.
Recommended ticket fields:
- Owner avatar name
- Owner avatar UUID if available
- Dashboard account email or username if used
- Location name
- Region and parcel
- Terminal object name
- Approximate time of problem
- Feature involved
- Screenshot if helpful
- Second Life transaction details for billing issues
- What the owner already tried
Ticket categories
| Category | Examples |
|---|---|
| Setup | Terminal not registering, no token, dashboard not showing location. |
| Billing | Payment not applied, wrong plan, add-on missing. |
| Permissions | Eject/ban/access actions not working. |
| Dashboard | Page errors, stale data, login/claim issues. |
| Scanner | People not showing or updating slowly. |
| Chat Relay | Queue full, relay off, unexpected missing chat. |
| Discord | Webhook issue, alerts not delivered, spam control. |
| Security | Command failed, wrong target, audit log review. |
Troubleshooting: terminal offline
- Confirm the object is still rezzed.
- Confirm scripts are enabled on the parcel.
- Touch the object and choose **Status**.
- Check whether the object description has `WTTOKEN:...`.
- Use **Heartbeat** from the menu.
- Wait one or two dashboard refresh cycles.
- If still offline, use **Reset Token** and **Turn On** only after confirming the old token is not working.
Troubleshooting: no dashboard location
If the terminal says it registered but the dashboard does not show it, check whether the dashboard account needs to claim the terminal. Also check duplicate/pending locations, owner UUID mismatch, plan over-limit state, and stale filters.
Troubleshooting: scanner does not show everyone
The safe scanner sends a maximum of 5 avatars per batch. In a busy region, not everyone appears on the first cycle. Wait several cycles. This is by design to prevent giant JSON payloads and script memory crashes.
If nobody appears, confirm:
- The terminal is online.
- The object can run scripts.
- The region has avatars present.
- The dashboard is not filtering by parcel when avatars are only elsewhere in region.
- The scanner worker has the token.
Troubleshooting: security action failed
Security actions depend on land permissions. Check:
- Does the object owner have eject/ban powers?
- Is the parcel group-owned?
- Does the object need to be deeded?
- Is the target avatar still on the land?
- Is the action allowed by the parcel/estate?
- Is the Security Worker add-on enabled?
- Did the dashboard command include a valid avatar UUID?
Troubleshooting: chat relay missing lines
Chat Relay is intentionally bounded. It may drop messages when the queue is full. This protects the script from memory growth. If an event has heavy chat, the owner should understand the relay is a moderation aid, not a guaranteed full transcript system.
Check:
- Relay enabled state
- Token state
- Queue full warnings
- HTTP errors
- Owner-ignore setting
- Whether the speaker is an avatar
- Whether chat was public channel 0
FAQ
**Does WatchTower work without a subscription?** The in-world object may exist, but hosted dashboard/API features require an active plan.
**Does WatchTower bypass Second Life land permissions?** No. It can only do what the object, owner, group, parcel, estate, and LSL permissions allow.
**Can WatchTower see private IMs?** No. The safe Chat Relay is for public local chat channel 0 only when enabled.
**Why are people shown slowly in a busy region?** The scanner uses small rotating batches to avoid script crashes.
**What happens if the token is reset?** Workers stop until a valid token is broadcast again. Touch the terminal and choose **Turn On** to register again.
**Can I use one terminal for multiple places?** One terminal should represent one protected location. Use extra locations for networks or multi-parcel setups.
**Do owned add-ons disappear if my plan expires?** Owned add-ons should remain attached to the account, but hosted use may pause while the plan is inactive.
**Can staff manage alerts?** Yes, if Staff Role Manager or the dashboard role system grants them permission.
**Can the demo site affect my real land?** No. Demo data should be clearly separated from live owner data.