Ewon Offline on Ecatcher

Im on Ecatcher looking for a customers Ewon that says its offline.

This is a Cosy 141.

The Ewon has a green light on power and internet and on the internet RJ port.

However, I cant see them on Ecatcher.

Is the internet and talk2m light green on the device? If it is offline the customer will need to connect to the device locally and check the settings.