InstaSafe | Windows ISA App Connection: The computer is in offline mode

Windows ISA App Connection Error "The computer is in offline mode"

This Article highlights the steps to be taken in case users are unable to connect the ISA App on Microsoft Windows devices and the error message is "The computer is in offline mode".

Issue

On attempting to connect the ISA App on Microsoft Windows devices, an error message is noticed: "The computer is in offline mode".
This error is typically seen when the ISA App is unable to reach the ISA Portal (*.instasafe.com) or a secure connection cannot be established. The communication to the web server (ISA Portal) takes place over HTTPS.

Solution

Step 1: Ensure the device has access to the internet.

At times, the above error may crop up due to an intermittent internet issue. Simply attempt to re-login and reconnect the ISA App after some time. You could also try making use of an alternate available reliable internet connection.
Step 2: If connecting from a corporate network, do ensure that the Firewall or any other similar network device is configured to allow HTTPS traffic to *.instasafe.com
Step 3: Open Internet Explorer (preferably 'Run as Administrator') on the system in question and navigate to the ISA Portal for your organization: https://<company>.instasafe.com. The ISA Portal must load fine here, without any warning or error messages. If a problem with the security certificate of the website (ISA Portal) is noticed, please refer this KB Article for guidance:  https://support.instasafe.com/portal/en/kb/articles/isa-portal-certificate-warning




Step 4: At times, the use of a Proxy or missing/incorrect Proxy configuration on the system may lead a situation where traffic isn't able to reach the web server (ISA Portal) as expected.





In case the issue persists, please contact your organization's IT Team.

If you are an Admin of the organization's ISA Account and need assistance, contact InstaSafe Support.