Diagnostic logs help Support investigate an app problem. Collect them soon after the issue happens, and describe what you were doing and what went wrong.
Logs can contain file and folder names, times, and device or account details. Share them privately with Hivenet Support. Do not post them in a public message or shared folder.
Windows and macOS
Open Hivenet and go to Help & Support, then Support.
Select Get diagnostic logs and wait for the export to finish.
Check that an exported log file was created. If you cannot find it or the export fails, use the Support route below.
Attach the exported file to an email to [email protected]. Check that the attachment is present, and add the problem details listed below before sending.
If you are already on the sign-in screen, use Get diagnostic logs there if it is available. Keep any working session open; you do not need to sign out to collect logs.
Turn on Enable full debug logging only if Support asks you to. Follow their instructions for reproducing the problem and turning it off afterward.
iPhone and iPad
In Hivenet, open Settings and select Report a problem.
Read the report information, then select Send report. If your app shows Submit Bug Report, select that control.
When the email opens, describe the problem and check that the report is attached before sending it to Hivenet Support.
This report flow uses Apple Mail. If Mail is not set up, the attachment is missing or the message cannot be sent, contact Support using the route below and explain where the process stopped.
Android
In Hivenet, open Settings and select Report a problem.
Read the report information, then select Send report. If your app shows Submit Bug Report, select that control.
Choose an email app if asked. Describe the problem and check that the report is attached before sending it to Hivenet Support.
If an email app does not open, the report is missing or the message cannot be sent, contact Support using the route below. Opening a report screen or email draft does not mean that Support has received the logs.
What to include
What you expected to happen and what happened instead.
The date, approximate time and time zone of the problem.
Your device model, operating system and Hivenet app version.
The exact error message and the steps that led to it.
Do not add passwords, verification codes, encryption passphrases, access tokens or private file contents. Remove those details from any screenshot you include. If you are unsure about sharing the exported report, ask Support how to handle it before sending.
If you cannot collect a report
Contact Hivenet Support with the details above. Say whether the app will not open, the log option is missing, or creating, attaching or sending the report fails. For a problem in the web app or Send, include the browser and version too. Keep the current installation and any working file access while Support guides the next step.