Aerohive networks allocated wifi sign on issue / mechanism

I visited an elderly care facility today where the residents are provided WiFi via an AeroHive system. The guy I visited had tried several times to first time connect and failed. Others no problem. Apparently several people have looked at his issue with no resolution.

His machine is a fairly standard HP business All In One from a few years back.

Wifi is charged to residents. The facility has an indirect process for IT support that sees a request pass through several hands and outcomes are a bit unclear hence the question here. My guess is the existing login expired long ago, so first step will be getting a new login. Also assume correct driver versions etc.

My questions:
Is there anything special or unusual about the way the Aerohive system validates new connections/machines compared to other sytems around?
Are there any special settings required other than a default WiFi connect in the usual windows way?

I will probably carry a recent external WiFi stick as a possible diagnostic or replacement if needed when I return but I would prefer to understand the issue prior to that if there is a possibility it might be config related.

Edit: User wifi login was provided in the format [user]@[domain].local