A device shows as offline when Shield hasn't heard from it in a while, usually because it's turned off, disconnected from the internet, or hasn't been used recently.
What this means
Offline doesn't mean something is wrong with your protection. It just means Shield can't confirm the device's status right now, since it needs an internet connection to check in.
Steps
- Turn on the device and make sure it's connected to the internet.
- Open the Shield app on that device and check the Status page.
- Back in your dashboard, click Check now on the device to confirm its status.
What to expect
Once the device checks in, its status updates to "Protected," or "Needs attention" if something else needs a look.
If this didn't fix it
If the device stays offline after you've confirmed it's on and connected, Shield may have been uninstalled or the device may need to be set up again. Contact our support team and we'll help you sort it out.