This guide is for an existing Hivenet contribution Agent, including an older Linux, Docker or NAS installation. New contribution setups are currently paused.
If you are trying to open your own files in Store, use the Store web app or the first-file guide. Contribution status and access to your stored files are different checks.
Check what has stopped working
Check whether the device is on and connected to the internet. Note whether other services on that device can connect.
Record the exact Agent status or error, the installed version and when the problem started. Note any recent restart, update or network change.
Check whether the problem is the connection status, the contributed-space total or credits shown in your account. Report each separately.
A running Agent, service or container does not by itself confirm that it is connected or that the account has recorded its contribution. Keep the current installation, configuration and data while the issue is checked.
Should I change UPnP or open ports?
Do not enable UPnP or add router and firewall rules just because an older article lists a port. UPnP lets software request changes to router settings; the correct network settings depend on your Agent version and network.
A port shown in sample output does not establish a rule for your installation. This also applies to the older advice about Agent 1.21.35.
Before changing these settings, contact Hivenet Support with the installed version and how the device connects. If someone else manages your network, involve them in any approved change.
Does contribution use my internet data?
Yes. An existing contribution Agent can send and receive data over your internet connection. Your provider may count uploads and downloads toward your allowance or charge for them under your plan.
Check how your provider counts data, the billing period and what happens when you reach your allowance.
Check the provider's usage page or app for the connection used by the Agent. Use any available usage alerts to help track the allowance.
Wi-Fi describes how a device connects to a network. It does not mean that the internet plan has unlimited data.
A total for a household or shared connection can include other devices and apps. It does not show how much the Agent used by itself.
If usage is higher than expected, note the dates, the amount shown by your provider and recent device or connection changes. Contributed storage in GB is different from network data transferred in GB.
Ask Support which monitoring or usage controls, if any, apply to your installed Agent version. Check with your provider about the charges and limits in your internet plan.
If an existing Linux service or container has a problem
Tell Support whether the Agent runs directly, as a Linux service or in a container. Include the Linux version, installed Agent version, exact error and what changed. For a container, include the image name and tag if you already have them.
Do not replace the container, rerun an old setup guide or remove the service as a first troubleshooting step.
Send the details Support needs
Operating system or NAS model and version, plus how the Agent was installed.
Agent or container version, if available.
Exact status or error, when it appeared and any recent changes.
Whether other services can connect, and whether a VPN or managed network is in use.
Whether the account's contributed-space or credit total is also affected.
For a data-usage question, the dates and provider figures you checked.
Send screenshots or log excerpts through your conversation with Hivenet Support when requested. Remove passwords, passphrases, access tokens, private keys and unrelated private details from any excerpt or screenshot. Do not post them publicly or reinstall the Agent to collect them.
For a planned storage-drive change, use the existing-installation guide before moving data.