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Online device shows offline state in Editor

A device in the editor interface is showing as offline when it should be online.

Possible causes and fixes​

The device is sleeping, not offline​

A gray status means the device is not talking to your portal — which includes the device having powered itself down on purpose. If its Working Hours are set to Device mode, it switches off outside its hours and looks exactly like a failure.

  • Check the device's Working Hours before troubleshooting. Opening the device shows Sleeping rather than Offline when this is the cause.
  • On the Map, a device that is offline when it should be playing shows a red pin. Your lists cannot make that distinction.

Learn more: Icons on a Device

Device is actually inactive or misidentified​

This issue can occur if your device is truly inactive or if you are looking at two different devices—one in the system and one in real life.

  • Check and ensure that you are looking at the same device that appears inactive in the system.
  • Make sure the device is turned on.

No internet connection​

Most of the time, this issue appears when the device does not have an internet connection.

  • Check and confirm that the device has an active internet connection.

Ethernet and Wi-Fi conflict​

Some Android boxes cannot handle both an Ethernet and a Wi-Fi connection simultaneously.

  • Ensure that only one connection type (either Ethernet or Wi-Fi) is enabled at a time.

Contact Support​

Contact

For help, contact your system administrator!