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Troubleshooting

Common issues and solutions for HornetHive platform usage.

Account & Authentication​

"Can't sign up / Login failing"​

Symptoms: Error messages during account creation or login

Solutions:

  1. Clear browser cache and cookies for app.hornethive.ai
  2. Try incognito/private browsing mode
  3. Check if JavaScript is enabled in your browser
  4. Disable browser extensions that might block OAuth
  5. Use a different browser (Chrome, Firefox, Safari)
  6. Contact support if using corporate network with restrictions

"Google OAuth not working"​

Symptoms: "OAuth error" or redirect failures

Solutions:

  1. Ensure pop-ups are allowed for app.hornethive.ai
  2. Check if third-party cookies are enabled
  3. Try signing up with email/password instead
  4. Clear Google account cache (accounts.google.com → Security → Recent activity)
  5. Use a personal Google account if corporate account has restrictions

Outcome Generation​

"Outcome stuck in RUNNING status"​

Symptoms: Outcome shows "Running" for >15 minutes

Possible Causes & Solutions:

  1. Plan quota exceeded

    • Check Settings → Billing for current usage
    • Upgrade plan or purchase additional outcomes

  2. Integration authentication expired

    • Go to Settings → Integrations
    • Reconnect any red/warning integrations
    • Test integration connections

  3. Model capacity issues

    • Wait 5-10 minutes for capacity to free up
    • Try again during off-peak hours
    • Contact support if persistent

  4. Complex brief requirements

    • Simplify your initial brief
    • Break large requests into smaller outcomes
    • Remove complex context documents temporarily

"Generic or low-quality output"​

Symptoms: Content doesn't match your brand or expectations

Solutions:

  1. Improve your brief specificity:

    • Add target audience details
    • Include 2-3 reference links to content you like
    • Specify tone, style, and format preferences
    • Provide brand guidelines or voice examples

  2. Use the revision system:

    • Request specific tone adjustments
    • Add missing context or requirements
    • Provide examples of desired output style

  3. Add more context:

    • Upload relevant documents
    • Include company background information
    • Link to similar content as references
    • Specify industry or niche terminology

"Missing key information in output"​

Symptoms: Important details or sections are missing

Solutions:

  1. Be explicit in your brief:

    • List must-include topics
    • Specify required sections or structure
    • Mention key statistics or data points
    • Include relevant research or sources

  2. Use revision requests:

    • Select "Facts & Data" revision type
    • Specify exactly what information to add
    • Provide sources for factual claims
    • Request specific examples or case studies

Integration Issues​

"LinkedIn publishing failed"​

Symptoms: Error when trying to publish to LinkedIn

Solutions:

  1. Check LinkedIn connection:

    • Go to Settings → Integrations → LinkedIn
    • Click "Test Connection"
    • Reconnect if showing as disconnected

  2. Verify LinkedIn permissions:

    • Ensure you granted posting permissions during setup
    • Check if your LinkedIn account has posting restrictions
    • Try posting manually to LinkedIn first

  3. Content format issues:

    • LinkedIn has character limits (3000 for posts)
    • Check for unsupported formatting
    • Remove or replace special characters

"Google integration not syncing"​

Symptoms: Documents not importing or emails not drafting

Solutions:

  1. Re-authenticate Google account:

    • Settings → Integrations → Google Drive/Gmail
    • Disconnect and reconnect
    • Grant all requested permissions

  2. Check file permissions:

    • Ensure documents are accessible (not private)
    • Verify folder sharing settings
    • Try accessing files directly in Google Drive

  3. Organization policy restrictions:

    • Contact your IT admin about third-party app policies
    • Request approval for HornetHive OAuth application
    • Use personal Google account if work account is restricted

"Slack notifications not working"​

Symptoms: Not receiving outcome updates in Slack

Solutions:

  1. Verify Slack workspace connection:

    • Settings → Integrations → Slack
    • Ensure correct workspace is connected
    • Check notification channel settings

  2. Channel permissions:

    • Ensure HornetHive bot has access to notification channel
    • Invite @HornetHive bot to the channel manually
    • Check if channel is private vs public

Billing & Usage​

"Payment failed / Card declined"​

Symptoms: Subscription or add-on purchase fails

Solutions:

  1. Verify payment method:

    • Check card expiration date
    • Ensure sufficient funds available
    • Try a different payment method

  2. Address verification:

    • Confirm billing address matches card
    • Use address exactly as it appears on statements
    • Contact your bank if international charges are blocked

  3. Billing contact:

    • Email billing@hornethive.ai for payment issues
    • Include error message and approximate time of failure
    • Provide last 4 digits of card for verification

"Usage quota exceeded"​

Symptoms: Can't create new outcomes

Solutions:

  1. Check current usage:

    • Dashboard → Settings → Billing
    • View current month's outcome count
    • See when quota resets (1st of each month)

  2. Purchase additional outcomes:

    • Click "Buy More Outcomes" in dashboard
    • $20 for 100 additional outcomes
    • Credits never expire

  3. Upgrade your plan:

    • Settings → Billing → Change Plan
    • Higher tiers include more monthly outcomes
    • Immediate access to increased quota

Performance Issues​

"App loading slowly"​

Symptoms: Pages take >10 seconds to load

Solutions:

  1. Check internet connection:

    • Test other websites for comparison
    • Try mobile data vs WiFi
    • Restart your router if needed

  2. Browser optimization:

    • Close unnecessary tabs
    • Clear browser cache (last 24 hours)
    • Disable resource-heavy extensions
    • Try a different browser

  3. Check status page:

    • Visit status.hornethive.ai for service updates
    • Follow @HornetHiveStatus on Twitter
    • Check if issue is widespread or isolated

"File uploads failing"​

Symptoms: Context documents won't upload

Solutions:

  1. File size limits:

    • Maximum upload size: 10 MB
    • Compress large files or use cloud links instead
    • Break large documents into smaller sections

  2. Supported formats:

    • PDF, DOCX, TXT, MD are supported
    • Convert other formats before uploading
    • Ensure files aren't password-protected

  3. Network stability:

    • Try uploading from different location
    • Use wired connection vs WiFi if available
    • Upload during off-peak hours

Getting Additional Help​

Before Contacting Support​

  1. Check this troubleshooting guide for your specific issue
  2. Try the suggested solutions in order
  3. Document the exact error message if any
  4. Note what actions led to the problem
  5. Check if problem persists in incognito mode

How to Contact Support​

  • Live Chat: Available weekdays 9 AM - 5 PM ET
  • Email: support@hornethive.ai
  • Response Time: under 4 hours during business hours
  • Include: Account email, outcome ID (if relevant), exact error message

Enterprise Support​

  • Dedicated Slack channel for Pro plan customers
  • Phone support for critical issues
  • Custom integration troubleshooting
  • Priority response: under 1 hour during business hours

Community Resources​

  • Discord Community: Real-time help from other users
  • Knowledge Base: Extended troubleshooting articles
  • Video Tutorials: Step-by-step guidance for common tasks
  • Office Hours: Weekly Q&A sessions with the product team

Escalation Process​

  1. Support ticket → Technical team investigation
  2. Engineering review → Code-level debugging if needed
  3. Product team → Feature requests or enhancement suggestions
  4. Leadership escalation → For account or billing concerns

Still need help? Our support team is here to assist with any issues not covered in this guide.