FAQ: Why does my computer show as Offline? - LogMeIn Help


Why does my computer show as Offline?

Is the LogMeIn service running on the host?

The LogMeIn service must be running on the computer you want to control.  The LogMeIn service can only be turned on by a user who is present at the host computer.  To turn on LogMeIn, right-click the LogMeIn system tray icon located at the bottom right of the host computer's desktop and click Open LogMeIn.  In the LogMeIn interface, go to the Overview tab and click Turn On (or click the Power switch at upper left).

Is the host computer connected to the Internet?

Make sure that the computer you want to control is connected to the Internet.  LogMeIn requires an "always on" Internet connection (DSL, Cable, T1, etc).

Is the host computer behind a firewall or router that may block communication?

If certain ports and LogMeIn components are blocked or prevented from accessing the web, connection cannot be established. See How do I configure a firewall to work with LogMeIn? for details.

Is the host computer in Standby, Sleep, or Hibernation mode?

A computer that is in Standby, Sleep, or Hibernation mode may be inaccessible via LogMeIn.  Follow all guidelines in the Wake On LAN document to ensure that you can wake your computer from Standby, Sleep, or Hibernation mode.  If you cannot use Wake On LAN, you can prevent your computer from entering a sleep mode by changing your Power Management settings:

  1. Click Start button.
  2. Click RunVista and 7 users can type into the Start Search bar.
  3. Input the following command: powercfg.cpl and press Enter.
  4. Set the option for Sleep or Standby to Never.
    Vista and 7 users can use the Change when the computer sleeps option in the left pane.
  5. Make sure Hibernation is also disabled.
It is fine to allow the monitor to enter power saver mode.
Mac OS X 10.5 or later:
  1. From your Mac Desktop, click the Apple Menu in the top left.
  2. Select System Preferences.
  3. Click on Energy Saver.
  4. Move the slider for "Put the computer to sleep when it is inactive for" to Never.

Is some other software interfering with LogMeIn?

Security software on the host computer may block LogMeIn and cause the system to appear offline.  Check to see if the host computer is running a firewall such as Norton Internet Security, or an anti-spyware program such as AOL Spyware Protection. You must configure your software to allow LogMeIn.

Is the date and time correct on the host computer?

Incorrect date and time settings can make your computer appear offline.  To resolve this problem,  set your system clock to today’s date and time.  

  • On a Windows PC, go to the Window’s Taskbar and click the clock icon > Change date and time settings.  
  • On a Mac, go to the Apple menu and select System Preferences > Date & Time.


10/9/2014 9:06 AM