If your device status is OFFLINE, here are some possible causes and steps to resolve the issue -
Reboot the device
Try pressing the 'refresh' button for the device - From your dashboard, go to Management -> Devices, click [Refresh] next to the device that is offline. If it returns to online, there may have been a temporary communication issue.
If you use Chrome Device Management - Log in to your Admin Console, navigate to the device, and look at the current status. If the device is online, try capturing a screenshot or rebooting the device.
Verify that the internet is up and running - The most common cause of an offline device, is an issue with the internet connection. Many 'stable' connections fluctuate throughout the day/week and you may see this reflected in the online/offline status as sporadic, short periods of offline status.
Verify that there is no interference from a Content Filter or Firewall - The second most common cause of an offline device, issues with content not showing, or problems pairing a device come from content filters or firewalls that interrupt communication with Arreya. Please follow our instructions for content filters and firewalls - https://arreya.com/kb/allow-past-firewall/
Reboot the device
Still need help? If you're an Arreya Care subscriber or Standard Support customer–please contact us by navigating to our website and clicking Get Support in the top navigation header. Please take a moment to complete the included form, then click submit. Your inquiry will be assigned a ticket number for assistance. Arreya Care subscribers receive priority 24-hour response Monday through Friday, 8:00 am-5:00 pm CST. Standard Support customers can expect a response within 48-hours. Click here to purchase Arreya Care.
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