Troubleshooting

Sign-in doesn’t complete

• Make sure you actually finish signing in in the browser window/tab that opened — closing it before finishing leaves the app waiting.
• Switch back to the app after signing in; on desktop, it picks up automatically once you do.
• If it still doesn’t complete, close and reopen the app and try again.

A device shows as disconnected in the app, but I can see it’s online on the website

• If you’re on mobile and the app was recently in the background, this is expected — see Platform differences. Bring the app to the foreground to reconnect.
• Otherwise, check your own network connection first — the app needs a live connection to reach a device the same way the website does.

“Discover” isn’t finding a device on my network

• Discovery isn’t available on the web version — see Platform differences.
• On mobile, make sure the app has been granted local-network/location permission.
• Make sure the device and the app are actually on the same local network — discovery doesn’t cross networks (e.g. your phone on cellular data won’t find a device on your home Wi-Fi).
• If discovery still doesn’t find it, connect by typing its address directly instead.

I don’t see a device/setting I expect to

Access to devices and settings is controlled by your account and your role in it, not by the app. See Team members in the User Guide, or check with whoever manages your account.

Still stuck?

Reach out at [email protected] with what platform you’re on (phone, desktop model/OS, or web browser) and what you were trying to do — that’s usually enough to track down what’s wrong without a lot of back and forth.