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Devices are showing "offline" unexpectedly in ThinkSmart Manager

This tip has been superseded through the release of a permanent fix in version 1.3.2x

Problem Symptom / Description:

Devices are showing as "offline" in ThinkSmart Manager unexpectedly, however devices are functioning normally and are online.


Impacted Devices / UC:

ThinkSmart Hub 500, ThinkSmart Edition Tiny M920q / Teams, Skype and Zoom


Temporary Work Around:

Users who experience this "offline" symptom can toggle the Remote Desktop setting, found under Devices > [Device Name] > Configuration > Windows, (picture #1) from OFF to ON to OFF, or ON to OFF to ON and will receive the notification (picture #2) that "Device configuration updated successfully."


Within (1) one minute, refresh the device page, the device status should now indicate "online". 


Permanent Fix:

A permanent fix for this issue will be released in version 1.3.2x of ThinkSmart Manager service will be made available on 8 June 2020. Devices which are set to automatically update their firmware will be upgraded and issue resolved without any user intervention. Devices which are not automatically set to upgrade should be manually upgraded using ThinkSmart Manager found under Devices > [Device Name} > Update.

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