You are "Offline Message" (Full Desktop Version)

PreVeil "You are Offline" Message

When accessing your PreVeil application, you may encounter a "You are Offline" message. This indicates that your device cannot establish a connection to the PreVeil servers.

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Common Causes:

• PreVeil services not running - Some or all required PreVeil background services may have stopped

• IP address blocked - Your current IP address may be blocked by PreVeil's backend servers

• Network connectivity issues - Firewall, antivirus, or network restrictions blocking the connection, and might need to be whitelisted in the AV or your Firewall or Group Policy settings

• Authentication problems - Connection validation failing due to permission issues

Troubleshooting Steps to Start with

• Go to the Key Menu located in your system tray (See screenshot below)

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• Left (primary) and right (secondary) clicking with your mouse will bring up different options and functionality within the key menu.

Primary Click Key Menu Functionality (Left Click)

The primary interface of the key menu shows two sections: Diagnostics and Updates

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Diagnostics

• Clicking Run Diagnostics will verify that all required PreVeil services on your computer are running, confirm that your computer can communicate with our servers, and identify if any background services have stopped or are not functioning properly.

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• In the above example, all services are active, and all connections to our servers were successful. If a service wasn’t running or a connection to our servers failed, there would be a red X failure indicator under that section that you can click on to see either what service wasn’t running or what server connection failed by clicking on the Show Details link.

• Reasons why a service may not be running or a connection to the server failed can vary, but may include:

  • Antivirus is blocking a service from running. (In your Anti-Virus, you can whitelist both the C:\Preveil & C:\PreveilData folders, which might also help resolve your Offline issue.)

  • A firewall or VPN is blocking the connection to our servers.

  • If one of the two above items is the root cause of the issue, please see our PreVeil System Implementation Guide for IT Administrators for whitelisting suggestions for your AV and/or firewall and VPN.

  • Alternatively, your Key Menu may not be running at all. If this is the case, please follow the steps below to restart it.

    • To restart the key menu:

      1. Navigate to C:\ drive > Preveil folder > Key menu folder

      2. Double-click the key menu executable file (typically the third item from the top)

      3. Check if the Preveil icon now appears in your system tray

      4. If the icon appears, try opening the Preveil application to verify it runs properly

• The diagnostics may also show that your IP address has been blocked (see IP block message below).

(Example)

https://collections.preveil.com/ping: IP address 000.000.00.000 is not permitted to access PreVeil