A machine shows offline

Check in this order

1. Give it fifteen minutes. A machine that has just dropped off is read as restarting. Only after more than 15 minutes offline is it treated as disconnected and counted as needing attention.
2. Is the computer actually on and awake? A laptop with the lid closed, or a desktop in sleep, cannot reach the internet. The agent reconnects by itself when the machine wakes.
3. Is its network working? Open any website from the machine, or ask the user. The agent only makes outbound connections, so a down network is the commonest cause that is not the machine being off.
4. Is something between the machine and the internet blocking it? The connection is direct, encrypted traffic on port 443. A network that forces all web traffic through an HTTP proxy, or that inspects and rewrites encrypted traffic, can stop it. The agent does not yet connect through a proxy.

If the machine is on and online elsewhere

Open the machine's Chat tab. The agent actions menu has two recovery options. Restart agent asks the agent to restart itself and works almost at once when the machine can still hear us. Hard reset is slower, up to about ten minutes, but travels over a different channel, so use it when the first does nothing.

The agent also checks in over a second route every ten minutes. If that check-in is recent while the main connection is down, the machine itself is alive and only the main connection is stuck, which is exactly the case Hard reset is for.

If it never appeared after installing

Run the install command again from an elevated prompt and read what it prints. A wrong or truncated install key is the usual cause, so copy a fresh command from the company's install panel. Windows reports a non-zero installer exit code explicitly.

Still nothing? Write to support@remediatedesk.com with the machine's name, its operating system and the text the installer printed.