Hello @jhocan55,
Welcome to the HiveMQ Community!
As per Dasha’s message above, there are a few additional details we’d like to confirm.
First off, please provide any connection data that is utilized for this connection request so we may review further. Beyond that, some devices require the provisioning of a server certificate in order to complete TLS communication. When utilizing a HiveMQ Cloud deployment, TLS is required for connections to be successful. This server certificate can be obtained from our FAQ page here on the community forum.
Best,
Aaron from the HiveMQ Team