Computer shows as offline¶

A computer shows as offline when Jump Desktop Connect on it isn't connected to Jump's cloud. Jump Desktop then says the computer is not online.

Safe checks¶

Do these in order. None of them change Connect's settings.

Check the status.
- Personal account: in Jump Desktop on Windows or macOS, choose View > as List. The Status column shows Online or Offline. In Jump Desktop on Android, an offline computer's icon is gray, and connecting to it shows The computer appears to be offline.
- Team: in the Teams dashboard, open your team, click Computers, and check Status and Last Online.
Check the computer is on and awake. Connect disconnects from Jump's cloud while the computer sleeps.
Check the computer's internet connection.
Open the Connect window on the remote computer. If it's hidden, click the Connect icon in the menu bar or system tray and choose Show Jump Desktop Connect. Note what it shows.
Check the Connect service is running.
WindowsmacOSLinux
In Services, Jump Desktop Connect Service should be Running.
In Terminal, run:
launchctl print system/com.p5sys.jump.connect.service | grep -m1 "state ="
It should show state = running. This works even when Connect's window and menu bar icon aren't showing, which is normal on a Mac after a restart until the first connection.

If the Connect window is stuck on Initializing..., see Mac: stuck on Initializing.
Connect for Linux is in beta.
systemctl status jump-connect
The service should be active (running).

What the result means¶

You see	Likely cause	Fix
Dashboard Status is Inaccessible	You don't have access to this computer, so its status is hidden.	Add yourself as a remote access user, or give yourself access with Access Groups.
Connect window: Connecting to Jump Desktop's cloud service...	Connect can't reach Jump's cloud.	Check the internet connection, firewall, and proxy. See Network requirements.
Connect window: Cloud connections are disabled.	Connect was set on this computer not to use Jump's cloud. Team settings, including Allow Cloud Connections in Connect Configurations, don't cause this.	Ask whoever set up Connect on the computer to turn cloud connections back on, or reset Connect and add the computer again.
Connect window: Add a remote access user and no users	The computer isn't added to an account or team. A team computer lists its team, labeled Team Account, instead of individual team members.	Add a remote access user, or add it to a team with a Connect Code.
Connect window: stuck on Initializing..., or the service isn't running	The Connect service isn't running.	On a Mac, see Mac: stuck on Initializing. On Windows, start Jump Desktop Connect Service in Services. On Linux, run `sudo systemctl start jump-connect`. If it won't start, reinstall Connect.
Offline after a restart, after sleep, or after someone quits Connect	Start Jump Desktop when my computer starts is off, so Connect goes online only when someone opens it, and doesn't reconnect after sleep.	In Connect, click the Settings (gear) button, select General, and turn on Start Jump Desktop when my computer starts. It's on by default.
Mac offline after a restart, even with the above on	FileVault locked the disk.	See Mac: offline after a restart.

For unattended use, also set up unattended access and keep the computer from sleeping.

Mac: stuck on Initializing¶

Jump Desktop Connect window showing Initializing...

macOS must allow Connect to run in the background. macOS lists Connect's background item under its developer name, PhaseFive Systems, not under Jump Desktop. Someone at the Mac does this:

Open System Settings > General > Login Items & Extensions (Login Items on older macOS versions).
Under App Background Activity (Allow in the Background on older versions), turn on PhaseFive Systems.

Mac: offline after a restart¶

With FileVault on, a Mac's disk stays locked after a restart until someone signs in at the Mac. Nothing runs before that, including Connect.

To check FileVault, open System Settings > Privacy & Security > FileVault, or run fdesetup status in Terminal.

FileVault settings on an older macOS version showing FileVault is turned on

If FileVault is on:

Restart remotely with an authenticated restart. Instead of a normal restart, run this in Terminal on the Mac and enter your password:
```
sudo fdesetup authrestart
```
The Mac unlocks its disk once for that restart, and Connect comes back online.
Otherwise, someone must sign in at the Mac after each restart.

Turning off FileVault also works, but removes disk encryption. We don't recommend it.

Still stuck?¶

Before you contact support, collect:

What the Connect window shows, and the dashboard Status.
The remote computer's operating system and Connect version.
Connect's diagnostic logs: in Connect, click the Settings (gear) button, select Diagnostics, and click Diagnostic Logs.... Connect creates JumpConnectDiagLogs.zip and opens its folder.