Accessing log retrieval in the desktop app
Open the hiveDisk application on your device.
Click the icon with the 3 dots on the right.
Click Help and support.
Within the Logs subsection, find and click the Get diagnostic logs button.
This action will generate a zip file containing various diagnostic logs.
Understanding the contents of your log
The generated zip file includes several logs:
Desktop Log: Details about the desktop environment interactions.
Cloud Bridge Log: Records communications between desktop applications (like Finder and Windows Explorer) and hiveDisk.
Agent Log: Captures the activities of the hiveDisk agent that facilitates communication with hiveNet.
Log data privacy
All logs are anonymized to ensure your privacy and security. They only include essential data needed for debugging, such as task information and system configuration (CPU, network settings).
Submitting logs
You have two options for submitting the generated log files:
Chat submission: Use our chat on the bottom right corner of our website or Help and support > Contact us in the desktop app to chat with our support and upload the logs. This is the fastest and most convenient option.
Email submission: If the file size is manageable, attach the zip file to an email and send it to our dedicated support team at [email protected].
The hiveDisk log zip file is named in the format Hive_feedback_logs_[version].zip, where [version] indicates the version of hiveDisk you are using. This helps our support team assess issues based on specific version details.