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My devices show offline in Google Admin Console

My devices show offline in Google Admin Console

If your device status is Offline in the Google Admin console, typically the device does not have a reliable internet connection, or there is something blocking Google from checking the status of the device on your network.

Verify that there is no interference from a Content Filter or Firewall – The 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/

Known Issues

In early August 2020, Google acknowledged that there was a known issue with the Google Admin console and Chrome OS devices that caused the admin console to show devices as offline, when they were actually online and would respond to requests. This does not affect the devices or the functionality of Arreya. The Arreya dashboard status is still accurate in this case.

We will update this article with more information as it becomes available from Google.

How to fix your device when it shows “Waiting for application window…”

How to fix your device when it shows “Waiting for application window…”

If you see your Arreya sign is showing a white background with the Arreya logo and “Waiting for application window…” below it, here are the steps you will need to take to get your sign working again and fix your device.

  1. Log into your Google Admin console by opening an Incognito Window and going to https://admin.google.com.
  2. Sign in with your Google Admin login credentials
  3. Go to Devices > Chrome devices
  4. Check the box to the left of the of the devices that are affected
  5. Click on the folder with an arrow in the upper right corner
  6. Move it to the “No App” Organizational Unit (OU) that you created when initially setting up your Admin console
  7. Reboot the device and take a screenshot once it is back on, make sure it says “No Policy Received”
  8. Once the device has that on the screen you are free to move your device back to the main OU that it started in
  9. Reboot it again and take another screenshot and you should see your device pairing code
  10. Once you have that code, enter it into the devices tab inside of your arreya channel to fix your device.  https://<yourchannelname>.arreya.com

Device status is offline

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

What should I do if my device is showing “offline” in the dashboard?

An offline device is typically caused by an internet connection issue.

Offline Device

Here are some troubleshooting steps to determine the cause –

  1. Verify there are no internet outages or security changes that may affect your device
  2. In the “Device” section of the manager app, press the “refresh” button next to the device
  3. Reboot the device
  4. Reboot the device, and at the Arreya loading screen, press “Connection Test”.  If any of the tests fail please contact support@arreya.com