Device showing as Not Managed or Offline in the Workspace

A device showing as “Not managed” or “Offline” indicates that either the machine is not connected to a Workspace or there is Firewall issue.
This does not affect your protection but only the ability to communicate with your Workspace.

First, we recommend to make sure that the device is correctly assigned to the license in the workspace following these simple steps:
Download the installer to connect the unmanaged device to the Workspace by clicking on the “Download and install protection” button from the Workspace panel overview.

Run the installer on the device you want to assign to that workspace, making sure to not rename the installer in any way.
Once the installation is completed, open Emsisoft Anti-Malware application, and click the ‘update’ link in the lower right to update and synchronize with your subscription.

You may also find that within the workspace, one or more of your device(s) isn’t visible in the list of all devices. Typically, this is being caused by a view filter. You can reset it as follows:

Resetting this view filter will display all devices linked to this workspace irrespective of their status.

If you still experience issues, then you may want to check the configuration of your firewall to make sure the connection with the server is not prevented by its incorrect configuration.

First, make sure to check that no countries are excluded from the geolocation list in the Firewall and add http://cloudbroker.emsisoft.com/, TCP port 61614 out.

The following servers and ports can be opened in a firewall to allow Emsisoft products to operate properly. The associated IP addresses do not change frequently if your firewall only supports IP entries, but may change without warning. All connections are TCP out using HTTPS port 443:

• redir.emsisoft.com
• arctic.emsisoft.com
• update.emsisoft.com
• support.emsisoft.com
• cloudbroker.emsisoft.com

These two are aliases and regional, and IP addresses may change at any moment.

• dl.emsisoft.com
• cdn.emsisoft.com

If the steps above have no effect on your devices status, please do not hesitate to reach out to our Support team at [email protected] stating the name of the device and its workspace.