EX15 is online, but disconnected in remote manager

i have a Digi EX15. it is online and connected to our sdwan device. but it is offline in the remote manager. is this a bug or is there something i need to do?

If you check the Summary Dashboard (Connection History) of your EX15 device, what is the reason given for when it last Disconnected? Do you know what version of firmware is runninng on the EX15?

Can you even ping remotemanager.digi.com from the CLI of the EX15? If the SIM uses a Private APN, it may not allow access to remotemanager.digi.com.