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AlphaThis is the rewrite of the Matrix Connectivity Tester UI. Please report any issues you find on GitHub.

WarningThis documentation is currently a work in progress and should not be fully trusted yet. Information may be incomplete, outdated, or subject to change.

Getting Help

Where to find help and support for Matrix server administration

Community Support

The Matrix community is friendly and helpful. If you're having issues with your server, there are several places to get help.

Matrix Community Rooms

Join these Matrix rooms to ask questions and get support from the community:

Room Purpose
#synapse:matrix.org Support for Synapse homeserver users and administrators
#continuwuity:continuwuity.org Support for Continuwuity homeserver
#matrix:matrix.org General Matrix questions and discussion
#matrix-spec:matrix.org Questions about the Matrix specification
#thisweekinmatrix:matrix.org Weekly Matrix news and updates

Tip: When asking for help, include:

  • Your Matrix server software and version
  • Relevant error messages from logs
  • What you've already tried
  • Results from the connectivity tester (if applicable)

Official Documentation

Synapse

Continuwuity

Matrix Specification

Before Asking for Help

Run the Connectivity Tester

Use this connection tester tool to diagnose issues with your server. It will check:

  • Server accessibility
  • TLS certificate validity
  • .well-known delegation
  • Federation connectivity
  • DNS configuration

The test results can help you identify problems and provide valuable information when seeking help.

Check Server Logs

Review your server logs for error messages. Common issues often have clear error messages that can help diagnose the problem.

Search for Similar Issues

Before asking for help:

  1. Search the Matrix room history for similar problems
  2. Check GitHub issues for your homeserver software
  3. Review the official documentation for your specific issue

How to Ask Effective Questions

Provide Context

  • Server type and version: "Synapse 1.96.0" or "Continuwuity latest"
  • Operating system: "Ubuntu 22.04" or "Debian 12"
  • Reverse proxy: "Nginx 1.24" or "Caddy 2.7"
  • When the problem started: "After updating to version X" or "Fresh installation"

Include Relevant Logs

Share the specific error messages from your logs, not the entire log file.

Warning

Logs may contain sensitive information like user IDs, IP addresses, or domain names. Review and redact sensitive data before sharing publicly.

Describe What You've Tried

Let others know what troubleshooting steps you've already taken:

  • Configuration changes you've made
  • Commands you've run
  • Error messages you've received
  • Documentation you've consulted

Be Patient and Respectful

  • Remember that community members volunteer their time
  • Wait for responses - people are in different time zones
  • Be respectful and appreciative of help offered
  • Share your solution if you figure it out yourself

Professional Support

Synapse Commercial Support

Commercial support is offered by a number of organizations. For an updated list have a look at the Hosting page on the Matrix.org website.

Report Bugs

If you've found a bug in the software:

Synapse Bugs

Continuwuity Bugs

Contributing to Documentation

Found an error in these docs or want to improve them? Contributions are welcome! Check the project repository for contribution guidelines.

Stay Updated

Emergency Support

Security Issues

If you discover a security vulnerability:

Server Compromise

If you believe your server has been compromised:

  1. Immediately disconnect the server from the internet
  2. Preserve logs for forensic analysis
  3. Contact security experts
  4. Do not ask for help in public rooms until the issue is resolved

Additional Resources