A connector is marked OFFLINE when more than five minutes have passed without it checking in. Anything shorter than that is normal and shows as ONLINE.

Five minutes is short enough that a brief network blip can trip it, so the first question is not what broke but how long it has been quiet.

The Heartbeat column answers that, and the timestamp there decides everything that follows.

Symptom

The status badge on Connector Fleet reads OFFLINE instead of ONLINE.

Requests that need the on-premises side fail at the time you make them, with a message saying the connector cannot be reached.

You may also receive an alert saying the connector has been offline for more than five minutes.

Cause

Three things stop a connector checking in, and the timestamp narrows them down.

The machine it runs on is switched off, asleep, or restarting.

The service on that machine has stopped.

The machine is running but cannot reach out, usually because of a network or firewall change.

Fix

1. Open Connector Fleet, under Settings and Integrations, and read the Heartbeat column for that connector.
2. If it stopped within the last few minutes, wait and refresh. A short gap often clears itself.
3. If it stopped hours or days ago, check the machine itself. Confirm it is powered on and not waiting on a restart.
4. Confirm the connector service is running on that machine.
5. Check whether anything changed on the network around the time the heartbeat stopped. A firewall rule or a proxy change is the usual culprit.

The status returns to ONLINE on its own once the connector checks in again. No action in Avvi is needed to bring it back.

If something doesn’t look right

If a control is greyed out, your account is not allowed to change it. The setting is not broken and nothing is missing from the page.

If a setting is absent rather than greyed, the feature is switched off for your whole organisation rather than for you.

If the machine is on, the service is running, and the heartbeat is still old, treat it as a network path problem rather than a connector fault.

If the connector reconnects and drops repeatedly, note the pattern before escalating. Times and durations are more useful than a description.

If the status is not OFFLINE but something else, the cause is different and the status word tells you which.

To report it, open a support conversation from the Help drawer. Include the client name, the connector name, the last heartbeat time, and what changed on that network recently.

FAQ

Q: The setting is greyed out and I cannot change it.

A: Your account is not allowed to change that setting. Ask an administrator with full access to change it for you, or to add your group to the permission.

Q: Who do I ask to get access?

A: Any administrator with full access in Avvi. Tell them which setting you were trying to reach and what you needed to change.

Q: How long before OFFLINE actually means something?

A: More than five minutes. Below that the status stays ONLINE.

Q: Do I need to re-enrol it?

A: No. A connector that reconnects returns to ONLINE by itself.

Q: Will the failed requests run when it comes back?

A: No. Ask again once the status reads ONLINE.