My Devices Keep Randomly Going Offline

kory

The issue that I am having is that the devices that are on Atera will randomly disconnect from the service and cause the devices to show as Offline. When they are offline, I am unable to connect through splashtop and stuff like that. For some extra info, this happens to devices randomly. They aren't disconnecting from the network, powering off, or anything like that. Also, they will sometimes show as online, but I am unable to connect through Splashtop, even though I can physically see that the device is online and that Splashtop is running in the background. I have also tried restarting Splashtop using the service manager through Atera, but it does not seem to help.

The only way that I have been able to get the devices back online after such is to physically remove Atera AND Splashtop from the device, and then reinstall them. After that, they show as online and I am able to connect through Splashtop, but sometimes they will still just disconnect after a few weeks, months, etc.

The way that I install Atera is though a curl command for Windows machines, or using the Terminal on Macs. I have not noticed any type of consistent pattern when it comes to the devices disconnecting, and it typically is a different device every time. Has anyone else been experiencing this, or had any similar issues? Any input would be helpful and I am more than happy to answer questions.

gabor.virag

"We are facing similar issues, but not with Atera. We're currently transitioning to a new system. However, the problem seems to be limited to HP computers running Windows 11 (I'm not sure if it occurs with other brands). The issue arises when the screen turns off while the computer is still running. We lose connection to the machine. The computer intermittently reconnects every few minutes, allowing a brief reconnection, but then the connection drops again. We experimented with the power settings. Once we switched the HP-optimized power options to 'Balanced,' the problem disappeared. We are still conducting further tests..."

Sarah_from_Atera

Hi @kory , Sarah from Atera here.

I have just opened a ticket with our support team, ticket #437365.

@gabor.virag , are you switching away from Atera? Please let me know, I will be happy to discuss this with you.

gabor.virag

@Sarah_from_Atera Hi Sarah, rest assured, we are moving away from Datto and are currently migrating to Atera ;). I see a lot of potential in Atera. While other providers offer more features, they have become technically cumbersome, unwieldy, and complicated, running themselves into the ground. Every minor change or addition impacts the entire system. With Atera, I notice that the system is kept as flat as possible, making implementations like AI very feasible. With other providers, it will take years before anything like that happens.

kory

I have experienced the issue with many different device manufacturers and models, from Dell, HP, Acer, and Asus. Also, it happens with Laptops and Desktops. I am just hoping to find a solution to stop this from happening, and hoping to see if anyone has experienced it with the Atera Agent and/or Splashtop specifically.

phillip.trimble

I added 3 new AIO computers running win 11. Everything was working fine on site. I did have to MOVE these computers in Atera from a General client to an actual customer and they all came online. When I went back later all three are showing offline. One actually changed in front of my eyes back to green (online) but briefly jumped back offline and are still offline. I wonder when reassigning these to a different customer has any bearing.

kory

@phillip.trimble That could very possibly be it. The way I typically do it is add a new device to a Basic Customer, and then I reassign it to the actual customer from there. Have you experienced the offline issues when you just add the computers directly to the customer without moving them?

mbudke

I can say that I directly assign the computer to a customer and I have not yet experienced the issue at all.

kory

Okay, maybe that is a part of my issue. I will try just assigning it directly to the customer and see if that helps to fix my issue.