What to send to support

When you contact HostingPerTe.it support, this information helps us solve the problem faster.

What to include

1. The ArchiviOnline version: you’ll find it in the About section.
2. Your system: Windows 10, Windows 11, macOS or your Linux distribution, with its version. On Linux also say which package you use (AppImage, .deb or .rpm) and attach what archivionline --diagnostics prints in the Terminal.
3. The archive address and your account email. Never your password.
4. What happened: what you were doing, the date and time (even roughly), whether it happens again.
5. A screenshot of the ArchiviOnline window and any notification. On Windows: Windows + Shift + S. On the Mac: Shift + Command + 4, then the space bar and click the window.
6. If the problem concerns a specific file, its path in the synced folder.

Diagnostics and the log

About › Prepare diagnostics… shows you what the diagnostics contain before saving them to a file to attach to your request. Settings › Support › Save the log… saves the app log.

The log stays on your computer: ArchiviOnline never sends it by itself. It contains no passwords, two-step verification codes or file contents; it does contain the paths of synced files and the archive address.

Never send

• Your password: ArchiviOnline doesn’t store it anywhere and support will never ask for it.
• Your two-step verification recovery codes.

Don’t delete the app’s files

Don’t delete or edit the app’s internal files to try to fix a problem: the app would have to compare every file again. The synced folder also contains a hidden .~sync-staging folder used for transfers in progress: don’t delete it by hand.