Hello @lcoldonsr
Welcome to our Community and thank you for your first post! 🌎
A device will show offline if it fails to meet any one of the three requirements listed below that are required for the device to show online. 1. TeamViewer needs to be running on the device.
2. There needs to be an active internet connection. 3. The device cannot be in a sleep/hibernate mode.
Once a device meets the three conditions listed above it will go into an online status. Please ensure the device in question follows these conditions.
Let us know how it goes and if you need further help.
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