If a device is found to be offline, please follow the below steps:
Please check that the device is on (has power).
Please check the device is has connectivity. This can be done by obtaining the IP address and then pinging the device.
To retrieve the IP address, click on Access then Devices and select the offline device.
Note the below ping check can be achieved by clicking the lightning bolt icon in the Devices windows after logging in as Administrator, there’ll be an option to Ping with CMD at the bottom of the context menu.
Alternatively follow these steps:
Copy the IP address under Details and open the Command Prompt from Windows.
(Click Start, type “cmd”)
In the Command Prompt window, type “ping” followed by the IP address and press <Enter>
If you are unable to ping the IP successfully and receive one of the following messages, it means there could be a network-related issue and your IT department should be requested to check for any network issues:
“Request timed out”
“Destination host unreachable”
If you are able to ping the device successfully but it still shows offline in Jarrison Time, please log a query with our Support Centre by sending an email to email@example.com or calling 011 462 9446.