Device is Displayed as ‘Disconnected’
If Live Platform Device Manager displays a device's state as ‘Disconnected’, it implies there's a problem with keep-alive messages. The problem is either a connectivity issue or a short disconnection timeout setting.
The default keep-alive timeout on Teams devices is 60 minutes.
| ➢ | To troubleshoot the issue: |
| 1. | In Live Platform Device Manager, check the ‘Disconnection timeout’ setting. Recommended value: 1 minute. |
| 2. | In the Monitor page, check the ‘Report Time’ column (scroll to the right). 'Report Time' indicates the time at which the last keep-alive was received. |
| 3. | Check the connectivity between the device and Live Platform Device Manager (ping, ‘check configuration’ in the 'Provisioning' menu). |