If you find yourself unable to solve an issue using our Knowledge Base, you can open a support ticket. In order to help you to resolve the issue as soon as possible, the following information should be provided with the support ticket:

  • Affected Hornetdrive account name
  • Precise issue description

When encountering technical difficulties, the following information is required in addition:

  • Exact error message
  • Hornetdrive log files
  • Exact time stamp, when the issue was experienced

The time stamp is needed to locate the issue from within the log files. When encountering license issues, the following information is needed in addition to the general information:

  • License or order number

 You can open the support case directly from within the Hornetdrive client from “Settings (gear-wheel in the top left corner) > Support”. Hornetdrive support is exclusively available via email.