topic Re: Login Problem in Aerohive Migrated Content

Login Problem

d_degrauw — Wed, 28 Aug 2019 21:35:56 GMT

I cannot log in anymore on the platform. I was admin and I can still connetc on "https://portal.aerohive.com/".

On the new platform, I can't connect, when I try to renew my password, I never receive the mail, neither in my spam mailbox, nor in my receive mailbox.

I can no more manage my AP, my users or my licences. It's a big probem for me.

Can you do a quick action to repare this mistake,

Info I can give to help you : " VHM-Y25TBF ( GIE_Codelog_Immobilier_Support )"

Thank's

Re: Login Problem

samantha_lynn — Wed, 28 Aug 2019 23:12:23 GMT

Can you try going to myhive.aerohive.com to log in?

Re: Login Problem

d_degrauw — Wed, 04 Sep 2019 18:48:13 GMT

Please can you do anything ?

Re: Login Problem

samantha_lynn — Wed, 04 Sep 2019 19:59:57 GMT

portal.aerohive.com is not a HiveManager URL. Could you please try logging in at myhive.aerohive.com to log in?

Re: Login Problem

d_degrauw — Wed, 04 Sep 2019 20:02:49 GMT

I answered you by mail but have got no response. I can connect to this URL. But why can't I connect to HiveManager ?

Re: Login Problem

samantha_lynn — Wed, 04 Sep 2019 20:05:34 GMT

I'm sorry for the lack of response, I just checked my inbox and I don't have any messages from the email address you used to register. If you are trying to log in to a HiveManager Classic instance, you'll want to log in at myhive.aerohive.com. If you're trying to log in to a HiveManager (formerly NG) instance, you'll want to log in at cloud.aerohive.com.

When you say you're unable to connect to the HiveManager, do you mean you are unable to log in? If so, have you tried the forgot password option? If you have and it's not working for you, please let me know a) which platform you are using, Classic or HiveManager and b) what email address you are trying to use to log in.

Re: Login Problem

d_degrauw — Mon, 09 Sep 2019 15:22:32 GMT

I see that nothing has been done. I stil can't connect to HiveManager NG instance.

Re: Login Problem

samantha_lynn — Mon, 09 Sep 2019 19:53:05 GMT

Have you tried the forgot password option? If you have and it's not working for you, please let me know what email address you are trying to use to log in.

Re: Login Problem

d_degrauw — Mon, 09 Sep 2019 21:44:58 GMT

I've done but I receive no mail. Adress used is "d.degrauw@gie.codelog.fr"

Re: Login Problem

samantha_lynn — Mon, 09 Sep 2019 21:55:29 GMT

Thank you for letting me know. We checked but there are no HiveManagers associated with that email address, is there another address you may have registered with?

Re: Login Problem

d_degrauw — Mon, 09 Sep 2019 21:57:45 GMT

I don't think so .. I've got another address "didier.degrauw@gie-aline.fr" but I don't think it has been used on this instance

Re: Login Problem

samantha_lynn — Mon, 09 Sep 2019 22:08:44 GMT

Thank you for that address but unfortunately I'm not seeing any HiveManager registered to that one either. If you could provide the serial number of an AP that is currently connected to your HiveManager, I can try to find the admin email address for you?

Re: Login Problem

d_degrauw — Mon, 09 Sep 2019 22:28:18 GMT

F09CE9179100

Re: Login Problem

samantha_lynn — Mon, 09 Sep 2019 22:29:13 GMT

Thank you but that is a MAC address, I would need the serial number of the AP (it should be all numbers).

Re: Login Problem

d_degrauw — Mon, 09 Sep 2019 22:32:46 GMT

01221705114838

Re: Login Problem

samantha_lynn — Mon, 09 Sep 2019 22:35:43 GMT

Thank you for that serial number, I was able to find the HiveManager it is connected to, but your email is not registered to that HiveManager. I did see other users with your same email domain, I've emailed you directly with a list of admins on this HiveManager.

Re: Login Problem

d_degrauw — Mon, 09 Sep 2019 22:37:26 GMT

Does it mean that one of those admins must create an account for me ?

Re: Login Problem

samantha_lynn — Mon, 09 Sep 2019 22:38:25 GMT

Yes, they would need to create an account for you before you can access the HiveManager.

Re: Login Problem

d_degrauw — Mon, 09 Sep 2019 22:39:39 GMT

Ok, thank's a lot for your answers. You can close the case

Regards,