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Agent offline — what to check

Checklist when a device stays offline: panel status, local PC checks, diagnostic logs.

Read status in the panel

Section titled “Read status in the panel”

Before reinstalling, check RMM → Devices: is the host listed, what is the last activity / heartbeat, and are you in the right company.

  1. Endpoints → find the PC by name.
  2. Open the card: offline status, last contact time.
  3. Confirm you are not looking at another company / location.
  • Never appeared on the list → install / wrong MSI / wrong company.
  • Was online and dropped → service, network, sleep, AV, firewall.
  • After a clean Windows install, see “After a Windows OS reinstall” (same hostname + MSI).

Checks on the PC

Section titled “Checks on the PC”

On the PC: is the agent service running, is there internet to your instance (e.g. monitoring.darnet24.pl), did AV quarantine files, does the service survive reboot.

  1. Start / restart the agent service as administrator (RMMAgentWatchdog and RMMAgentWorker if both exist).
  2. Check network and DNS to the panel.
  3. Inspect AV / quarantine for agent files.
  4. Wait a few minutes and refresh the device list.
  • A sleeping laptop often looks “offline” — normal.
  • Corporate VPN / proxy may block the agent — check with the customer network team.
  • After an agent self-update the Watchdog service may restart for a few seconds — wait for the next heartbeat before reinstalling.
  • Host online but agent version “Worker missing”: Watchdog is up, Worker is not. SNMP and backup on that PC stop. See installing the agent.
  • Reinstall the MSI only after basic checks.

Logs and diagnostics in the panel

Section titled “Logs and diagnostics in the panel”

On the device card in the panel, check heartbeat and last activity. When you contact support, include hostname, time, company and — if you have it — an agent log snippet from the PC.

  • “It doesn’t work” without a log is hard to help — give hostname, time, company.
  • After a fix, wait for heartbeat before closing the ticket.
  • Many PCs offline at once → usually network / DNS / link failure, not one agent.
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