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Support

A question before you buy, or something not working? Email us and include the details below.

Contact

Email support@rowdeck.app. It helps to include:

  • your iOS version and the RowDeck version (Settings › About in the app);
  • the server family and version, and where it runs: self-hosted, Amazon RDS, Aurora, Azure and so on;
  • the screen, the steps that led there, and whether the built-in demo shows the same thing.

Never send passwords, private keys, certificates, hostnames or production SQL. For a SQL problem, a small example with made-up names is enough. Settings lives inside a connection: open one, or the demo, and tap the gear on Health.

support@rowdeck.app

Common questions

“You can only see your own connections”

The account lacks the PROCESS privilege, so MySQL hides other users' threads and InnoDB lock data. These grants cover every monitoring screen on MySQL:

GRANT PROCESS, REPLICATION CLIENT, REFERENCES ON *.* TO 'oncall'@'%';

GRANT SELECT ON performance_schema.* TO 'oncall'@'%';

GRANT SELECT ON mysql.innodb_index_stats TO 'oncall'@'%';

On MariaDB, use PROCESS, SLAVE MONITOR, BINLOG MONITOR, REFERENCES in the first line. These grants are read-only. For Pro kills on other users' threads, add CONNECTION_ADMIN (MySQL) or CONNECTION ADMIN (MariaDB). RowDeck picks the change up on the next refresh.

“performance_schema is off on this server”

Slow queries, unused indexes and parts of Locks read performance_schema, and the server turns it on or off at start:

  • Self-hosted: add performance_schema = ON to my.cnf and restart the server.
  • Amazon RDS: turn on Database Insights or set performance_schema = 1 in the parameter group, then reboot.
  • If the screen says statement digests aren't collected, RowDeck shows a one-line UPDATE performance_schema.setup_consumers that needs no restart.

“The server is full” (ERROR 1040)

Every connection slot is taken, so RowDeck can't get in either. MySQL 8.0.14 and later can listen on a separate admin_port, and MariaDB on an extra_port. Enter that port as the Fallback port in the connection's Advanced section, and RowDeck tries it by itself when the main port answers 1040.

An account with CONNECTION_ADMIN or SUPER also gets one extra slot on MySQL. On Amazon RDS and Azure the main user gets no extra slot: raise max_connections in the parameter group.

“Authentication requires a secure connection or the server's public key”

Accounts on caching_sha2_password need TLS for the first sign-in, or the server's public key. Use TLS: REQUIRED is the default. If the server has no TLS, turn on Allow server public key retrieval in Advanced, and only for a server you trust: a forged key means a forged server.

“This key can't be used”

RowDeck takes Ed25519, ECDSA and RSA keys in OpenSSH, PEM, PKCS#8 or PuTTY v2 and v3 format, with or without a passphrase. DSA, security-key (sk-) keys and PuTTY v1 don't work, and neither do keys encrypted with chacha20-poly1305. Re-encrypt such a key with ssh-keygen -p -f yourkey, or make a new one for RowDeck alone:

ssh-keygen -t ed25519 -f rowdeck_ed25519

Add rowdeck_ed25519.pub to ~/.ssh/authorized_keys on the bastion and import the private key. You can also create a Secure Enclave key on the iPhone; it never leaves the device, so after a restore to a new iPhone you create a new one.

“This server's certificate changed”

RowDeck pinned the certificate's fingerprint the first time you connected, and the server now presents a different one. That happens after a certificate renewal, and an intercepted connection looks the same.

Compare the new fingerprint with your server's, for example with openssl x509 -in server-cert.pem -noout -fingerprint -sha256. Tap Trust the new certificate only if they match. A changed SSH host key works the same way: forget the saved key, then compare the new one with ssh-keygen -lf on the bastion.

“Local Network access is off”

iOS asks for Local Network permission when a server, bastion or Ollama is on your local network. Turn it on in Settings › RowDeck › Local Network, then tap Try again. Servers on the internet don't need it.

“RowDeck is locked” every time I open it

Require Face ID is on by default: RowDeck locks at launch and after a minute in the background. Unlock with Face ID or your passcode. In Settings › Security you can set Auto-lock to Immediately, After 1 minute, After 5 minutes or Never, or turn off Require Face ID after you confirm it's you.

How do I restore Pro on a new iPhone?

Open any connection or the demo, tap the gear on Health, then Settings › RowDeck Pro › Restore Purchases. Restore Purchases is on the paywall too. Pro follows your Apple Account; Family Sharing is not available for it. If Restore finds nothing, check that you are signed in with the Apple Account you bought Pro with.

How do I get a refund?

Purchases go through Apple, so refunds do too: request one at reportaproblem.apple.com. If Apple refunds Pro, the app returns to Free.