My device is offline, but I know I have internet

Troubleshooting
1

I have a Linux based Raspberry Pi that is on my LAN and I know that I have internet connectivity, but my device is showing offline in Remote.It.
What do I do?

2

For Linux based systems that installed the device package (you ran the one-line install), run the following command to get network information:

/usr/share/remoteit/connectd -n

Example output:

Connectd built Feb 28 2024 at 02:28:23 Now Starting Up
   Version 5.1.1.1709087303 - (c)2023 remot3.it, Inc. All Rights Reserved
   Built with aarch64-linux-gnu tools NATPMP BCASTER LINUX RESOLVE BIGBUF BACKTRACE NATIVE_MALLOC 
   AARM64 Version


Running Network Diagnostics
---------------------------------
Checking if DNS works ... [OK]
Checking TCP connectivity to api.remote.it...<oip=10.0.0.57> [OK]
Checking UDP connectivity to remote.it...
Send to 52.38.107.102:5959 [5] [mip=76.103.240.117] [oport=35798 mport=35798] [preserve port] 
Send to 52.38.107.102:5960 [5] [mip=76.103.240.117] [oport=35798 mport=35798] [no remap] [preserve port] 
Send to 54.218.6.237:5961 [5] [mip=76.103.240.117] [oport=35798 mport=35798] [no remap] [preserve port different IP] 
Send to 52.38.107.102:5962 [5] [mip=76.103.240.117] [oport=35798 mport=35798] [no remap] [preserve port different IP] 
Send to 54.218.6.237:5963 [5] [mip=76.103.240.117] [oport=35798 mport=35798] [no remap] [preserve port different IP] [OK]
Check WS server
Send to 52.38.107.102:46267 [ws] [mip=54.213.194.127] [oport=46267 mport=46267] [ok]
Sanity Check Firewall Rules... 
Check FE servers
Checking chat 52.38.107.102:5959 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 52.38.107.102:5960 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 54.218.6.237:5959 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 54.218.6.237:5960 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 52.38.107.102:5959 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 52.38.107.102:5960 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 54.218.6.237:5959 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 54.218.6.237:5960 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Check CHAT servers
Checking chat 44.236.76.190:443 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 44.236.76.190:5960 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 44.236.76.190:5961 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 44.239.243.92:443 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 44.239.243.92:5960 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 44.239.243.92:5961 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 44.240.35.27:443 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 44.240.35.27:5960 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Checking chat 44.240.35.27:5961 [] [mip=76.103.240.117] [oport=46832 mport=46832] [ok]
Firewall test discovered 0 ports blocked
Checking if NAT-PMP Router is found...[NOT FOUND]

This router preserves ports, this is optimal.
This router doesn't remap new connections to new ports.
Endian : Little
HKDF SHA512 test:
  Passed
HKDF SHA1 test:
  Passed
ChaCha20\Poly1305 test:
  Passed
SHA1 test:
  Passed.
XXTEA test:
  Passed.
Looks compatible.

If the test fails, the device will not appear online or allow connections. Passing the test does not guarantee connection capabilities, but it is a necessary step.

3

I am having the same issue on my Linux TinyPilot2a device. Never had issues before, and suddenly it says the device is offline. I know my device has internet connectivity, I can connect to it via the TinyPIilot domain url.

The above command doesn’t run for me, I don’t have any files/directories stored on the device

4

There was a typo. That is fixed. I have also replied to your support ticket.

5

Restoring the device got it working!: Restore A Device – remote.it

I had to remove/purge remoteit from the device in order to get the restore command to work properly. Thanks @bstrech for the offline help

1 Like
6

FYI, @wisdeth14 device was an older version of the remote.it device package v 4.18 . If you have an older version, you can also try this.

The command for removal on Linux device package is

sudo apt purge remoteit

Then the restore instructions were run.