If all the required RM (Remote Management) Gateway configurations steps have been completed (See the Administration Guide for complete instructions), and Off-Network clients still show an “unavailable” status (instead of “Off-Network”) when viewed from the Remote Management tab, please see the following troubleshooting steps:
1. From the RM Gateway Configuration tab, verify that the Internet Gateway Status is “Service Started”.
2. Verify that the configured WAN-side (external) Gateway Access Point Port is open
NOTE: If changes to the RM Gateway Configuration were made, you will need to perform a save/replicate to propagate those changes. Also, unless you previously had Off Network Support enabled (requires Amazon Web Services account), clients MUST be on-network to receive any RM Gateway configuration changes via their next logon/refresh/logoff event (depending on the current validation logic for RM element).
3. Anti-virus: Verify the ExpertAssist (DA’s Remote Management client) installation folder path has been excluded from any real-time anti-virus (or anti-malware) scanning on the client machines. Unfortunately, those applications have been known to interface with DA client machine’s ability to maintain a stable connection to the remote management gateway while off-network.