Why is my device stuck at "Awaiting Enrollment"?
The five most common causes, and how to confirm which one you're hitting.
Read more →Resources/Help Centre
Help, the moment you need it.
Searchable articles, guided troubleshooting, and a support team that already knows kiosks, vending machines, and rugged handhelds, reachable in minutes, not days.
Popular articles
Start where most teams start
The six articles our support engineers link to most, pulled straight from the ticket queue.
Kiosk mode won't relaunch after a crash
Configuring auto-relaunch correctly, and what to check when it silently fails.
Read more →Reading a failed application rollout
Interpreting per-device failure codes and deciding when to roll back.
Read more →Troubleshooting SIM and Wi-Fi drops
A step-by-step guide for devices that report healthy but keep going dark.
Read more →Setting up your first alert rule
Routing battery, storage, and crash alerts to the channel your team actually watches.
Read more →Understanding remote command failures
What a queued, expired, or rejected command status actually means.
Read more →Browse by category
Six categories, every fleet problem
Most tickets fall into one of six buckets: start with the one closest to your symptom.
Enrollment & Provisioning
Stuck enrollments, QR failures, and factory-reset edge cases.
Browse articles →Connectivity & Network
Wi-Fi drops, SIM changes, and devices that go dark without warning.
Browse articles →Kiosk & Launcher
Lockdown misconfiguration, launcher crashes, and admin exit issues.
Browse articles →Applications & Updates
Failed installs, stuck rollouts, and version-mismatch troubleshooting.
Browse articles →Remote Sessions
Session handshake failures and unattended-control permission issues.
Browse articles →Alerts & Monitoring
Noisy alert rules, missing routing, and reading incident history.
Browse articles →Contact routes
Reach a human
Email support@hivemdm.com any time, or open a ticket from the console. Response targets scale with your plan.
| Plan | Chat | Ticket response | Phone support |
|---|---|---|---|
| Fleet ($20/device/mo) | Business hours | Target under 4 hours | Sev-1 only |
| Custom | 24/7 dedicated | Contracted | Priority line |
01
Community
A forum of fleet admins running the same kiosks, vending, and rugged handhelds as you, comparing notes on what actually works.
- Peer discussion threads by industry and device type
- Answered questions surfaced directly in search results
- Monthly office hours with the support engineering team
02
Escalation Path
A ticket that isn't moving doesn't have to wait quietly. Every plan has a defined next step.
- Reply "escalate" on any ticket to raise its priority
- Custom agreements route straight to a named engineer
- Fleet-down incidents page the on-call team automatically
Support that shows up
Numbers we hold ourselves to
- Target first response, business hours
- <4hTarget first response, business hours
- Every remote session audited
- 100%Remote sessions audited
- Chatbots in support
- 0Chatbots. Real engineers, every time
- Severity-1 coverage on every plan
- 24/7Sev-1 coverage, every plan
Related