Resetting the device is one option for troubleshooting a device that can't connect, the following guide will walk you through other troubleshooting steps you can take and some commands you can use to manually connect the device to the HiveManager, depending on which HiveManager platform you are using:
HiveManager Classic (myhive.aerohive.com):https://thehivecommunity.aerohive.com/s/article/CAPWAP-HiveManager-Classic
HiveManager (formerly NG, cloud.aerohive.com):https://thehivecommunity.aerohive.com/s/article/CAPWAP-Guide-for-HiveManager-NG
This guide will walk you through how to add the device to your HiveManager inventory. We'll need the device to connect to the HiveManager so we can push configuration updates out to the device.
HiveManager Classic (myhive.aerohive.com):https://thehivecommunity.aerohive.com/s/article/Adding-Devices-in-HiveManager-Classic
HiveManager (formerly NG, cloud.aerohive.com):https://thehivecommunity.aerohive.com/s/article/Adding-and-Removing-Devices-in-HiveManager
For support, that depends on the support contact you purchase. I believe your account has partner support, so you would want to reach out to the Aerohive partner you purchased from for first level support. If you're unsure who to contact for your partner, please feel free to email me at communityhelp@aerohive.com, and I can give you some contact information for your account specifically.
