We create our Pro Labs machines as robust as possible. However, things break, and hackers gonna hack. When services go down or a machine becomes unresponsive, we must revert it to its original state.
Using the Automated Support Workflow
Steps to Revert a Pro Lab Machine
Follow these exact steps to revert a machine using the support chat:
Open the HackTheBox Customer Support chat from your dashboard.
Click on the Messages button within the chat window.
Click on the Ask a question button to start a new inquiry.
Select the Pro Lab Machine Issues option from the automated chat menu.
Click the green Begin button under the "Pro Lab Machine Reset" prompt (as shown in the reference image below), and follow the on-screen instructions to select and revert your specific machine.
FAQ and Common Issues
The machine has been reverted in the last hour. What do I do?
The machine has been reverted in the last hour. What do I do?
Each machine has a one-hour cooldown, so we avoid reverting it too often. If you believe it's broken and must be reverted, you must contact the Customer Support team. You can click on I need more assistance, and an agent will speak to you.
How can I choose the Pro Lab I want to revert?
How can I choose the Pro Lab I want to revert?
You can't. We detected the last Pro Lab you connected to and selected it for you.
The application shows the wrong Pro Lab.
The application shows the wrong Pro Lab.
We detect your Pro Lab based on the last one you connected to. Unfortunately, updating it after you connect to it takes five to fifteen minutes. We recommend you wait.
The machine I want to revert is not listed.
The machine I want to revert is not listed.
Some machines are not revertable. Due to the networked nature of our labs, it's not always possible to replace an existing host with a "new instance" without breaking other things in the lab. The only solution to a broken, unrevertable machine is reverting the whole lab. Contact customer support in the same chat if this is your case, or, use the Request Redistribution button on the Pro Lab page.