"The device is currently not connected or offline. Please ensure the device is online and connected." when PC is online

[Lengogame]

Describe the bug
I'm getting the following error: when managing a device: "The device is currently not connected or offline. Please ensure the device is online and connected." Device has rebooted after install. Tried on both Linux Mint Zara and Windows 10 Enterprise.

The dashboard shows online, but when I want to remote into those PCs, or open the terminal etc, the error appears

To Reproduce
Steps to reproduce the behavior:

1. Go to the agent installer maker
2. Make the config (all settings are default, but the name, backend address, and the authorize devices date are edited)
3. Download the installer (for example for Windows), execute and let it install.
4. Install finishes and reboot
5. PC shows up as online and authorized but when clicking screen control, file browser or shell I get the popup. The stats of the computer don't refresh.

Expected behavior
I can remote into a computer, see files, or enter a terminal.

Screenshots

Desktop (please complete the following information):

• OS: Windows 10 Enterprise
• Browser: Google Chrome and Firefox
• Version: 143.0.7499.170 & 146.0.1

Additional context
The home menu says its online but when I go to the default tenant, I see my PC, but when I click only online devices none show up.

Last contact was at the end of the installer. The test page of the backend works just fine and says "ok". Linux is connected via Ethernet and windows via WiFi but same error occurs.
Specs:
NetLock-RMM
Version: 2.6.0.0
Last contact: 1/9/2026 10:20:38 AM
External IP address: [redacted]
Assigned policy: Default
Operating system
Edition: Windows 10 IoT Enterprise LTSC 2021 (21H2)
Domain: WORKGROUP
Architecture: x64
Last active user: DESKTOP-PACOUHG\Lenn Steenbergen
Security
Firewall: Disabled
Antivirus: Windows Defender
Last boot: 09.01.2026 10:13:35
Timezone: (UTC+01:00) Amsterdam, Berlin, Bern, Rome, Stockholm, Vienna
Hardware
Processor: AMD Ryzen 5 5625U with Radeon Graphics
Mainboard: BCU (Dolphin_BCU)
Graphics card: AMD Radeon (TM) Graphics
RAM: 15 (GB
TPM: Enabled

Let me know if you need more info!

[Lengogame]

Ive just checked again, but when trying to re-install the agent is says a old/other version wasn't found?

[09/01/2026 12:07:25] - [Helper.Check_Connection.Hostname_IP_Port] -> Port: 443
[09/01/2026 12:07:25] - [Helper.Check_Connection.Hostname_IP_Port] -> [redacted]
[09/01/2026 12:07:25] - [Main] -> Delete old agent.package: Not present.
[09/01/2026 12:07:25] - [Main] -> Detecting OS & Architecture.
[09/01/2026 12:07:25] - [Main] -> Windows x64 detected.

Services exist and are running.

[Ghitim]

to beable to use the remote options you have to turn on them on via policy.
do you have a policy applied to these computers with an automation yet?