PC Offline — What to Do

An “offline” status means IZI CRM has stopped receiving the heartbeat signal from the agent on that computer. Without the agent connection you can’t start sessions or control the PC remotely. Most cases resolve in under two minutes — work through the quick checks below before escalating to a full reinstall.

When It Happens

The PC goes offline for one of these reasons:

• The IZI Boot agent froze or crashed
• The PC lost its internet connection (cable unplugged, router rebooted)
• Windows Firewall or antivirus blocked the agent after an update
• The PC was shut down or entered deep sleep (hibernate)
• The agent version became incompatible with the server after an update
• The network switch is overloaded or has failed

Quick Checks — Under 5 Minutes

Run these before touching the PC:

1. How many PCs are offline? One machine means the problem is local. Several at once — check the router and switch first.

2. Is the PC physically powered on? A grey status in CRM does not distinguish between “powered off” and “offline.” Go to the machine or look at the power indicator.

3. Does the PC have a network connection? Open a browser on the affected PC. If any website loads, the network is working and the problem is the agent.

4. Is the IZI icon visible in the system tray? Check the bottom-right corner of the screen. No icon means the agent is not running.

5. When was the PC last online? The device card in CRM shows the timestamp of the last connection — this tells you whether the problem just started or has been going on for hours.

Step-by-Step Fix

Step 1 — Restart the Agent

On the affected PC:

1. Find the IZI icon in the system tray (bottom-right corner)
2. Right-click → Restart
3. Wait 15–20 seconds
4. Check the status in CRM — it should change to “online”

If there is no icon in the tray, the agent is not running. Find the IZI Agent shortcut on the desktop or in the Start menu and launch it as administrator. If the agent does not start automatically when Windows boots, add it to startup: press Win+R, type shell:startup, press Enter, then place a shortcut to IZI Agent in that folder.

Step 2 — Reboot the PC

If restarting the agent did not help:

1. Reboot the computer using Restart, not “Shut down” — a full shutdown does not flush all system state the same way
2. After the desktop loads, the agent should start automatically
3. Wait 30 seconds, then check the status in CRM

Step 3 — Check the Physical Network

If the PC is still offline after a reboot:

• Check the patch cord — the cable may have come loose from the port or be physically damaged
• Try a different port on the switch
• For Wi-Fi — check signal strength and reconnect manually
• Check the indicator lights on the switch — a blinking port light means traffic is flowing; a dark port means no link

Step 4 — Check Firewall and Antivirus

An antivirus update can silently add the IZI agent to its block list:

1. Open your antivirus settings or Windows Defender Security Center
2. Check the blocked-applications log — look for any IZI Agent entries
3. Add the agent to the exceptions list

Also check Windows Firewall: Control Panel → Windows Firewall → Allow an app through Windows Firewall — IZI Agent must appear in the list and have both Private and Public network checkboxes ticked.

Step 5 — Reinstall the Agent

If nothing above worked:

1. Open Settings → Equipment in IZI CRM
2. Open the device card for the affected PC and copy its UUID, then download the current installer
3. On the affected PC, uninstall the old agent via Windows Apps & Features (or Programs and Features)
4. Install the downloaded version and enter the UUID when prompted on first launch
5. Wait for the PC to appear online in CRM

Wake-on-LAN: Turn On a Powered-Off PC Remotely

If Wake-on-LAN (WoL) is configured, you can power on a PC directly from CRM without walking over to it:

1. In the Hall view, click the grey PC card
2. Press Power On (the button appears when WoL is set up)
3. Wait 30–60 seconds for the PC to boot and the agent to connect

If WoL does not work, verify all three of these:

• WoL is enabled in the PC’s BIOS/UEFI settings
• The PC is connected by ethernet cable — WoL does not work over Wi-Fi
• The Wake-on-LAN toggle is switched on in the device card inside IZI CRM

Prevention

• Use ethernet, not Wi-Fi for gaming PCs. Wired connections are more stable and also enable Wake-on-LAN.
• Disable Hibernate on gaming PCs. The agent does not resume automatically after a hibernate cycle. Use sleep or leave the PC on.
• Enable auto-update for the agent in each device’s settings — outdated agents lose connection more often.
• Set up offline notifications in the monitoring section so you learn about a problem before a player does.

FAQ

See Also

• PC won’t start a session — what to do
• IZI Boot — how the PC agent works
• Wake-on-LAN in IZI
• Real-time PC monitoring
• Common errors and codes in IZI