If a file from your phone or computer is missing on another device, check the account and the upload on the original device. A file listed in an app may still be waiting to upload. Keep the original file while you investigate.
1. Check the account on each device
Compare the Hivenet email address shown in each app. You do not need to sign out to compare it. If you created a separate Protocol V2 account with a different email address, it has its own files.
If Store shows a conversion message, stop and read Before you convert to Protocol V2. Do not convert an account to troubleshoot a missing file. Keep any session where your files still open.
2. Check the device where you added the file
Keep the device connected to the internet and check whether the upload has finished. A file stored only on that device needs to be uploaded before you can retrieve it elsewhere.
macOS and Windows: Open Hivenet and check Syncing and Issues. Read any message about the connection, storage space or file permissions. Follow the action offered for that file. Do not assume every failed upload or download will retry automatically.
Web: Check for Uploading or Error uploading. After checking your connection, use Retry or Click to retry if that option appears.
iPhone, iPad and Android: For a file added manually to Store, check that file's upload status. A document in another app on your device has not necessarily been uploaded to Hivenet.
If the missing item is in Photo Backup
Open Photo Backup on the phone or tablet that holds the original photo or video. Check its progress separately from files added manually to Store.
If it shows Waiting for Wi-Fi, check the connection and the Use mobile data setting. With mobile data off, connect to Wi-Fi and check whether progress continues.
If you paused the backup and the paused banner shows a play button, tap that button to resume it. Keep Hivenet open while it uploads.
If an item remains pending or shows an error, keep the original and record the message. A progress banner alone does not confirm that every photo or video can be retrieved.
If your app shows different controls, include your app version when you contact Support.
3. Check the file in Store on the web
Open Store in the web app using the same account. If you see a conversion prompt instead, stop and use the conversion guide above.
Check the upload folder in All files, or Photos for Photo Backup items. Use the refresh button to update the list.
If the file appears, open its menu and select Download. Save a separate copy outside the Hivenet folder, open it and check its contents. Keep the original while checking.
On the receiving computer, also check the Hivenet folder and the app's Syncing and Issues information. Refreshing a list cannot complete a pending or failed upload on the original device.
4. Check for a moved or deleted file
Look in the folder where you last saved the file and in Trash in the web app. If you moved it to another location on your computer, check whether that copy opens and keep it.
If the file is in Trash, or is listed in Store but cannot be downloaded or opened, contact Support before making further changes. Keep working copies and sessions. Do not empty Trash, delete the original, sign out or reinstall an app as the next troubleshooting step.
If the file is still missing
Contact Hivenet Support with:
The two devices, their operating systems and Hivenet app versions.
The account email shown on each device.
The upload or Photo Backup status on the original device and the exact error message, if there is one.
Whether the file appears in Store or Trash on the web, whether a downloaded copy opens, and whether the original still opens.