Resolution:
Log into EKM
Search for the device in question
Once confirmed the device is offline
Check if the monitor is also offline
If both are offline, reach out to the client and let them know and ask for if they are available to work on reconnecting
The remote client we use is screenconnect, see link below
Once remoted into the computer that has the software installed
Locate the blue and white "IT" icon on the desktop
If it is not on the desktop
Go into control panel
Programs and features
Look for the Visual Edge IT Data Collection Agent
If it is on the computer, but the icon is not on the desktop
Go to the C:drive
Select program files (86)
Select the i2emfw folder
The select the i2econsole
Once the console open
Click on utilities
Select start monitor
This should restart the services and the monitor
If it doesn’t, reinstall the software
While on the computer you can also confirm if the IP address changed or if it is the same in EKM