Offline means the service is not receiving heartbeats from the device. The reasons are few: the machine is off, the client is not running, the network is down, or the account signed out.
Is the client running
Check for the tray icon and the process. If security software killed it, whitelist the client and restore start-on-boot.
- Check tray icon and process
- Confirm start-on-boot is enabled
- Whitelist the client in security software
- Avoid signing out manually
Power and network
A closed laptop lid, system sleep or lost Wi-Fi all cause offline. Disable sleep, keep running with the lid closed, and prefer wired networking.
- Disable sleep and hibernation
- Set the laptop to stay awake when closed
- Prefer a wired connection
- Check whether the router disconnects on a schedule
Handling long outages
For devices that must stay reachable, pair with remote power-on and set up periodic checks so a multi-day outage is not discovered late.
- Pair a smart plug or Wake-on-LAN
- Set offline alerts and regular checks
- Prepare backup connectivity for critical devices
- Review client version and status periodically
FAQ
Can I connect if the device is off?
No. Wake it with remote power-on first, then connect once the client is back online.
Why did it go offline after changing networks?
The new network may block outbound ports or require captive-portal login. Once browsing works, restart the client to come back online.