Desktop Agent Offline

Troubleshooting · Audience: everyone

What "Offline" means and how to bring the agent back.

What this does

Explains what causes an Offline state and the real steps to resolve it.

Who can do this

The device owner can try the basic steps; an administrator can re-enroll or check fleet-wide health if it persists.

What happens next

Offline means the agent hasn't successfully checked in with Staffintra recently — this is a connectivity problem, distinct from a missing permission (see "What each Desktop Agent status means" for that difference). Most Offline devices reconnect and catch up automatically without any action — check My Devices again after a minute before doing anything else. If it's been offline a long time and never finished its initial setup, the status becomes the more specific "Needs reinstalling" instead of plain "Offline," and tells you that directly.

Troubleshooting

• The computer was asleep or restarted — the agent reconnects automatically on wake/restart; give it a minute, then check My Devices again.

• It stays Offline for an extended period — confirm the Desktop Agent app is actually running (system tray/menu bar); relaunch if not. If it shows "Needs reinstalling," opening the app once often reconnects it — otherwise reinstall from My Devices.

• Multiple people's devices are Offline at once — this points to something wider than one device — an administrator should check Tracking Status / Agent Management for a fleet-wide pattern.

• None of the above brings it back online — escalate to an administrator with the device name and roughly how long it's been Offline.