If Hivenet stays on a connecting or reconnecting message, note where it appears and check the connection. Keep any working session and files available while you investigate.
Identify the screen
Does the message appear during setup or sign-in, before the app opens? Record that stage. Use Get help if the screen offers it.
Does the app open but show a reconnecting banner? Record the message and whether you can still use the app.
If the app closes immediately, use Mac app launch troubleshooting. If only the Finder location is missing, use the missing-drive checks.
Check the connection
Open a website in your browser to check internet access. Complete a Wi-Fi sign-in page if your network requires one.
Check Hivenet for You’re offline or another error. Once the Mac is online, return to Hivenet and note whether the message changes.
If you already have access to Store in the web app, check whether the same account opens there. Keep the desktop session signed in. If the web app asks you to convert or create an account, stop this check and record what it shows.
A working website does not prove that every Hivenet service is reachable. If the web app works but the desktop app does not, include that difference in your report. On a work or school network, ask the administrator to check a reported restriction; do not turn off security software or change firewall rules as a general fix.
Check the result
If the connecting message disappears, check whether you can use the app. If the message remains or returns, record its exact wording, where it appears and how long you have seen it. A visible file list or menu-bar icon does not confirm that a file transfer has finished.
Compare the installed app with the official app downloads page. If an older app is your only way to reach files, contact Support before replacing it.
If the connection still does not complete
Contact Hivenet Support with your macOS and app versions, the screen and message, when the problem started, and the result of the website and existing web-app checks.
If Support asks for logs, ask for instructions for your app version. If you cannot reach its Support screen, say so and send the details you have. Do not sign out to look for another log control.
Avoid reinstalling, deleting Hivenet folders or resetting your account while access is unresolved. Keep your working sessions and usable file copies.