Troubleshooting
A device shows as offline
- Check the device itself has power and a network connection.
- A device that was recently installed can take a moment to show as online the first time — give it a minute and refresh the Devices page.
- If it was online before and has since gone offline, something interrupted its connection (power, network, or the service crashed) — an on-site check is usually the fastest way to confirm which.
The install command didn’t work
- Make sure you copied the whole command, including the credential — it’s long, and an accidentally-truncated copy is the most common cause.
- Credentials are one-time and expire if unused for a while. If you’re not sure yours is still valid, go back to Devices → the device → + Add service and generate a fresh one.
- The command needs to run on the device itself (or something with direct access to install software there) — running it from your own laptop against a different machine won’t work.
I lost a credential before running the install command
That’s fine — credentials aren’t reusable secrets you need to protect long-term after use, and a lost one simply never gets used. Go back to + Add service on the device and generate a new one.
I can’t see a device/app my teammate can see
Devices, apps, and billing are all scoped to an account, not to you personally. Confirm you’re both looking at the same account (check the account switcher if you belong to more than one), and that you’ve actually been added as a member of it — see Team members.
An update isn’t showing up
Updates only appear once a newer version has been published to the channel a service is
following (usually stable). If a developer only published to beta, a service following stable
won’t see it — check which channel the service is on, on its row on the Devices page.
Still stuck?
Reach out at [email protected] with the device’s hardware id (visible on its card) and a description of what you’re seeing — that’s usually enough to track down what’s wrong without a lot of back and forth.