Forum Discussion

alarson-nwpump's avatar
alarson-nwpump
Active Contributor
2 years ago

Unattended Support goes Offline when computer monitors go blank

To be clear the computer is a laptop, that I've set to never sleep.

After a while, the computer dims the monitors (still online).


But, when the monitors shut off (computer is still awake, and I can confirm by pinging it), it shows it as offline in the console.

 

Why is this? A bug?

Problem
  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Hi alarson-nwpump,

     

    Please provide some more details:

    • what version of Windows does it run 
    • what's the make and model
    • what are power scheme settings 

    What happens if you set the screen to never turn off, just dim/user the screen saver?

     

    • alarson-nwpump's avatar
      alarson-nwpump
      Active Contributor
      2 years ago

      Oh and  when setting the screen to turn off as never does work, but that's not feasible to have it always dimmed.

       

      I know that since the computer is still connected, you guys just need to programmatically turn the screen back on, and allow things to connect, rather than it assuming that the computer is offline because of the screen being turned off by power settings.

      • GlennD's avatar
        GlennD
        GoTo Manager
        2 years ago

        Thank you, this will help us with recreating the issue.

         

    • alarson-nwpump's avatar
      alarson-nwpump
      Active Contributor
      2 years ago

      Windows 11 (version 10.0.22621.0)

      Dell Latitude 5520

      Power settings are set such that:

      • "When plugged in, turn off my screen after" = "15 minutes"
      • "When plugged in, put my device to sleep after" = "Never"

      And those settings do work, because after the 15 minutes, I'm able to still ping the computer but it shows up as Offline in the console.