Overview
The Devices section of the portal shows every computer, server, laptop, mobile device, and piece of network equipment your IT provider manages for your organization. You can check device health at a glance and request help for a specific device directly from this view.
Viewing Your Devices
- Click Devices in the sidebar.
- A list of managed devices appears. Each row shows the device name, type, assigned user, and current status.
Filtering the Device List
If your organization has many devices, use the filter controls to narrow the list:
- Type: Workstation, Server, Laptop, Mobile, Network, Other / unknown
- Status: Online, Warning, Offline, Status unknown
Apply filters by clicking the dropdown menus at the top of the list, or type into the search box.
Understanding Device Status
Each device shows one of three statuses, plus a fourth for equipment that reports no status at all:
- Online — the device is active, checking in normally, and in good health
- Warning — something needs attention, such as pending critical patches or a recent check-in failure
- Offline — the device hasn't checked in recently; it may be powered off, disconnected, or have a connectivity issue
- Status unknown — the device is in your asset inventory but carries no monitoring signal, so its health can't be reported either way
A device with a Warning or Offline status doesn't always mean there's a serious problem — a laptop that's powered down overnight will show as Offline until its owner turns it on. If a device has been offline for an unexpectedly long time, consider submitting a ticket.
Viewing Device Details
The list shows each device's name and type, its Status, its OS, when it was Last Seen, and a Patches column. The portal receives no patch information for your devices, so that column reads Unknown on every row.
Click a device's name to expand its details panel, which shows:
- Assigned user — whose device it is
- Pending patches — a count of updates waiting to be applied; it is empty, because the portal receives no patch data for a device
- Operating system — the OS the device is running
The level of detail depends on what your IT provider has enrolled and what their monitoring tools report.
Requesting Help for a Device
If a device has an issue and you want to open a support ticket with the device pre-filled:
- Open the device's detail panel.
- Click Get Support on the device's row. (The Request Support button at the top of the page opens the same form with no device attached.)
- A new support ticket form opens with the device name already attached.
- Fill in the subject and description, set a priority, and submit.
This saves time and helps your IT provider quickly identify which machine you're referring to.
Frequently Asked Questions
I don't see my device in the list.
Only devices that are enrolled with your IT provider's management tools appear here. If your device is new or hasn't been set up by your IT provider yet, it won't show until enrollment is complete. Contact your IT provider to enroll it.
A device shows as Offline but I can see the person using it right now.
The device status reflects the last check-in from the monitoring agent. If the agent is paused, the device is behind a VPN the agent can't reach, or the device just came back online, there may be a short delay before the status updates. Check back in a few minutes.
Why does the Patches column read "Unknown"?
Because the portal receives no patch information for your devices. It reports Unknown rather than a patch state it cannot verify. Your IT provider manages patching — submit a ticket if you want to ask about a device's patch timeline.
Can I perform actions on a device from this view — like restarting it?
Device actions such as remote restart, lock, or wipe are managed by your IT provider. Use Get Support on the device's row to ask for one. For Chromebooks, see the Chromebook Management article.
I see devices that don't belong to my team.
Depending on your role, you may see all devices in your organization or only those assigned to you and your team. Contact your IT provider if you believe your device view isn't configured correctly.