What did you mean by device "not showing up" when you can have screenshot of the device details included in your post?

If you suspect that some of the information shown in the web-console is missing or outdated, you can go to the Global-Settings tab and initiate a sync operation for the MobiControl search module to make sure updated information from the MS SQL database are synchronized to the search module database cache for display.

If you are using a cloud instance, you have no direct access to the MCadmin command-line utility, but you can see server status from the system health tab of the web-console if your MobiControl server version is recent enough. 

Hi,

So are all the devices offline? Have you checked from the Admin Utility that services etc. are up and running fine? You could also check that certificates are ok. Or is this a cloud instance? In that case i suggest to open a case to Soti. 

http://www.soti.net/services/log-a-case/

All other RF devices are OK.

We experienced that two weeks ago with another one but it solved by itself without doing action.

Now this is a another one.

"checked from the Admin Utility that services etc. are up and running fine"

How can I do that ?

Hi Matt,

As you can see on the printscreen the device status is greyed out. When it is communicating to the SOTO web console via the agent it is blue.

It talked to theweb console before but not now

The device icon status will be greyed out if the recent heartbeat check of the device by your server fails, possibly due to "unstable" connection even if the device is powered up and on-line.

BTW. How did you actually perform your test to conclude that the device "is pingable"?  Can you confirm the connection is stable at all time?

Hi JJC,

Thank you for posting on SOTI Pulse!

Could you please check if the status on the Device agent shows Connected? Also, can you see in the webconsole for how many days the device has been disconnected?

Looking forward to to your response.

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Kind regards,

Technical Support Specialist | SOTI | +1 905.624.9828 | SOTI.net l Discussion Forum | Log a Case Online l Facebook l LinkedIn l Twitter 

Hi JJC,

I am glad that the issue has been resolved. Thank you for marking Raymond's post as solution. Feel free to reach out to us in case of any other questions.

Kind regards,

Technical Support Specialist | SOTI | +1 905.624.9828 | SOTI.net l Discussion Forum | Log a Case Online l Facebook l LinkedIn l Twitter