Goodcloud shows a device offline while it is working properly

After trying to access to remote device through goodcloud while it shows as online some error pops out saying something like “3000 secs without response” then the device is marked as offline but it is working normally and keeps reporting itself as alive, but not in the goodcloud portal, since many of this devices are remote i would like to know if there is a way to get back those devices without manual reboot.

Please send the device’s MAC address to to this email: