Help with devices offline, out of sync and lost communication

Hello!

There are two main pieces here, and I would think of them as a “pair” 

Content: Out of Sync and In Sync are indicating whether the Content is up to date on the device. This status does fluctuate from time to time depending on if someone is updating them it will trigger the re-sync process for the devices to match the server. 

Device: Online, Offline, and Loss Communication are related to whether or not the actual device is communicating to the Appspace server. If a heartbeat check in fails or stops being successful, the device will move into Loss Communication for 14 days. After 14 days this will move into Offline. At that point someone needs to check the device itself most likely. Make sure they are plugged in, plugged into the internet or connected to wifi, etc. 

Most of the ways to troubleshoot these can be done remotely. There are some limitations depending on what kinds of devices but there are things to check. 

Offline in particular is most likely going to be related to your network. If a device is staying out of sync but online that is going to be more focused on the content and the devices ability to download the new content. 

There are quite a few factors and details that we would need to answer some of these questions more specifically. Do you have all the same devices? You can also open a support ticket if needed and we can discuss that way as well. 

Hi, Seth and thank you for getting back to me. We use ChromeOS boxes (Chromeboxes). I have admin access to our Google Admin Console to manage them remotely though I am not an IT whiz and constantly need to contact the relevant IT technicians at my workplace for help. This eats up a lot of my time. My biggest frustration is the devices dropping out and the right people not being aware that they need investigating.

Is there a way to configure the system so we are only alerted if a device has been offline for, say, 48 hours? If we get immediate alerts every time a device drops a heartbeat, it will overwhelm the team who needs to fix them. How can we set a delay or threshold to avoid alert fatigue?

Since we are using Chromeboxes managed via Google Admin, are there specific Kiosk mode power settings or Appspace-specific configurations you recommend checking to stop them from dropping off the network in the first place?

Your help is greatly appreciated! Happy to open a support ticket if that is easier/better. I have never done that before so not sure how.

​@PrimaryConnect2026 I hear you - getting pinged every time a Chromebox briefly drops a heartbeat can be a huge time sink, and it’s frustrating when the right people only notice after it’s been down a while.

Right now, our device failure alerts don’t support a custom “only alert after 48 hours” threshold. Alerts start when a failure is detected (first alert after 15 minutes if unresolved), then follow up at 15m, 45m, 1h, 3h, 6h, and 24h intervals until the device recovers.

To reduce alert fatigue, a good workaround is to use a scheduled Device Report (daily or weekly) that shows offline status and “Lost Communication” events, so you’re reviewing downtime in batches rather than reacting to every alert.

For the full guide, see Create Notifications for Device Locations.  If you would like to open a support ticket, Visit our Support page at the bottom of the page you will see some tips on what to add to your ticket before you submit a ticket.  It may be worth talking to the Account Owner in your org to see if you have access to submit a support ticket.