Troubleshooting

PC appears offline

• Confirm that the site PC is powered on.
• Confirm that internet or internal network access is working.
• Confirm that the managed PC app is running.
• Check whether security software or firewall rules are blocking the connection.
• Compare with other PCs in the Operator Console.

Remote support does not open

• Confirm that the target PC is online.
• Check whether the PC is sleeping or locked by local policy.
• Confirm that screen access or security settings allow remote support.
• If the site network is unstable, wait briefly and try again.

Task execution fails

• Confirm that the target PC is online.
• Check whether the same task succeeds on another PC.
• Confirm that local permission policy is not blocking the task.
• Check whether the task is allowed during the current operating hours.

Updates are not visible

• Check the version of the Operator Console and managed PC app.
• Confirm whether the update is available only to a specific operating group.
• Check whether network security policy is blocking access to update files.

Useful information before asking for support

• PC name and location
• Last known working time
• Status shown in the Operator Console
• Error screen seen by the local user
• Recent network or security-policy changes