A failed upload has not finished. Keep the original file and use the error message to choose the next check before trying again.
If one file stops progressing
Open the app where you started the upload. Check whether the file is still uploading, waiting for a connection or marked as failed, and whether other files are progressing. A stuck filename alone does not identify the cause.
Check the cause
Check that your internet connection is working.
Open the original file on your device to confirm that it is available and readable.
Check both your available Store storage and the free space on your device. A full device can interrupt file processing even when your Store account has space.
Read any message about file size, storage, or permissions. On a managed work or school device, ask the administrator about a permission restriction.
See Store upload limits and storage checks if the message concerns file size or available space. A preview that Store cannot display does not by itself mean that the file type cannot be uploaded.
Retry on the web
In Store, find the file marked Error uploading.
Select Retry, or select the failed item where it says Click to retry.
Keep the browser open and check the file's progress.
Retry on iOS or Android
For a file you added manually to Store, find the failed item.
Use Tap to retry or Retry upload if the failed item offers it.
Watch the upload status. If it fails again, keep the original and follow the Support steps below.
If the iOS app closed during an upload, reopen it and check whether the upload resumes before adding the same file again. If this is Photo Backup, check its own status screen and include that screen when contacting Support.
Check a desktop upload
On macOS or Windows, open Hivenet and check Syncing and Issues. Read the affected file's message. If it shows Retrying automatically or a retry in progress, keep the app open while you check the connection, free space and access to the original file.
If the same issue returns, contact Support before removing the failed item or changing the sync folder.
Confirm the file is usable
Wait until the upload completes.
Find the file in Store and download a copy to a separate location.
Open that copy and check that it contains the expected content.
Keep the original until this check succeeds. Do not sign out, clear app data, uninstall Hivenet, or delete the file as a routine upload fix.
If the upload still fails
Contact Hivenet Support. Include the exact error message, your app and operating system versions, the file size and type, and whether the problem affects one file or several. For a web upload, include your browser version. Do not include your password, passphrase, or private file contents.