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Resolving Endpoint Offline Status in Control Hub
Feedback?This knowledge base article provides a structured approach to resolving an issue where an endpoint is displayed as offline in Control Hub. It includes steps for factory resetting the device and contacting TAC for manual account configuration.
ISSUE
Endpoints may appear offline in Control Hub, preventing access to the device's GUI and hindering remote management capabilities.
- The endpoint's GUI is inaccessible from the Control Hub.
- Local Device Control is non-functional due to the device's offline status.
- Direct access to the device's GUI via IP address is impossible if local user accounts are disabled.
- Physical intervention may be necessary for device troubleshooting.
RESOLUTION
Method 1: Factory Reset the Endpoint
- Gain physical access to the endpoint.
- Execute a factory reset by:
- Use the touch panel (Navigator or Touch 10) to navigate to settings and select Factory Reset.
- Press the Settings button in the screen's top right corner for board devices without a touch panel.
- For other endpoints, locate the reset pinhole and press with a pin for 10-15 seconds.
| All configurations and files will be erased during the factory reset. |
| No backup option is available; reconfiguration and cloud re-registration are required. |
| Remove the previous Workspace from the Control Hub before re-registering the device. |
Method 2: TAC-Assisted Manual Admin Account Configuration
- Contact TAC and detail the issue.
- In Control Hub, navigate to the Devices tab, select the endpoint, and retrieve the Remote Access Key from the Support section.
- Be ready to share the key with the TAC engineer.
- Confirm network connectivity and SSH access to the endpoint.
- Collaborate with the TAC engineer to create a new admin account via SSH.
| Please don't share the password generated from the Remote Access Key. |
| Please avoid interfering with the SSH session during the account creation process. |
Password Issues During TAC Assistance
- Set the local PC language to English to prevent input errors.
- Address character mapping discrepancies, particularly with special characters.
- If issues persist, generate a new Remote Access Key for the TAC engineer to create a new password.
| Keyboard layout differences (e.g., QWERTY vs. non-QWERTY) can cause character mismatches. |
| Communicate your keyboard layout to the TAC engineer to avoid typing mistakes. |
For additional support, contact the Contact Technical Support for Webex Issues (TAC).
CAUSE
- The endpoint could be offline due to network connectivity issues, configuration errors, or hardware malfunctions.
- Disabling local user accounts during the registration process, whether intentional or accidental, can prevent GUI access.
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