Why am I receiving messages indicating that a device has been offline?

Offline notifications may be the result of one of several issues. Follow the troubleshooting steps below to find the issue and resolve it.

  1. Click the icon in the menu bar/taskbar, and select Preferences…
Windows Mac
  1. Confirm that the instance shows as Connected.
  2. Confirm that the Start on login check box is selected.

Refer to I get an error message when launching/installing for Windows for common issues that can stop from connecting to the service.

Go to the Login page and click the Download button to download the most recent version of File Protection Desktop.

For installation instructions, refer to Install or uninstall File Protection Desktop.

Refer to Get support for your File Protection account for information on how to contact support.