Windows client only shows as 'Offline' in user-profile 'Devices' tab

Use this page when a Windows device with the backup app installed doesn't show as Online on the user's Devices tab in the Web Portal. There are two versions of the problem:

• The device is listed but shows Offline: it registered at least once, but the Web Portal can't reach it now.
• The device isn't listed at all: it never registered with the user account.

Either way, it almost always comes down to one of two causes: the backup app isn't running on the device, or it can't reach the Magnus Box server.

The device is listed but shows Offline

Check that the backup app is running

• Check that the backup app's icon is in the system tray.
• If it isn't running, start it from the Start menu.
• Check whether the local antivirus is blocking it. See Antivirus detects Magnus Box as a virus or malware.
• If it still won't start, reinstall the backup app.

Check that the device can reach the server

See Test the connection to the server below.

The device isn't listed at all

• Check that the backup app's icon is in the system tray. If it isn't running, start it from the Start menu.
• If it's running, check that it has been logged in and registered with the client's username and password. See Device registration.
• If it still won't run, reinstall the backup app, or email support@magnusbox.com.
• If the app is running and logged in but the device still doesn't appear, test the connection to the server.

Test the connection to the server

You can simulate a login from the device to check that it can reach the Magnus Box server. Open Command Prompt or PowerShell on the device and run the command below. Replace <username> and <password> with the client's login, and <yourURL> with your Web Portal address (for example https://backup.yourcompany.com).

curl.exe -v -X POST --data-urlencode "Username=<username>" --data-urlencode "AuthType=Password" --data-urlencode "Password=<password>" <yourURL>/api/v1/user/web/session/start

• curl.exe is built into Windows 10 version 1803 and later. Type curl.exe rather than curl in Windows PowerShell, where curl is an alias for Invoke-WebRequest. On older systems, install curl from curl.se or use the PowerShell command below.
• The password is typed on the command line, so close the window when you've finished.

PowerShell alternative for older systems:

Invoke-WebRequest -Uri <yourURL>/api/v1/user/web/get-user-profile-and-hash -Method POST -Body @{Username="<username>"; AuthType="Password"; Password="<password>"} -UseBasicParsing

A successful login returns output similar to this, which confirms the device can reach the server:

{"SessionKey":"abc1fd20-7177-12362-88ba-863efgfe07b0","SessionType":"user","Status":200,"Message":"Logged in OK."}

Any failure points to the cause, for example a wrong password, DNS, a proxy or firewall blocking the connection, or no network. Fix that, then check the device again in the Web Portal.

Still stuck? Email support@magnusbox.com with the user name, the device name and the output of the test above (remove the password first).