In our environment the clients are set to refresh (or check in with the server every 60 minutes). That is the exact refresh interval for the network as well. The consequence is that often our clients will appear in the console as active, but in reality they are not connected. To check this I have to reset client connection. The computer will come back gray. If I restart the computer or sent out a WOL packet the machine usually comes back up.

This might be your problem. In DS the machine shows that it is up and running when in reality is has not checked in with the server recently and has timed out. When you run into this problem could you do the following:

• Right click on the machine
• Go to advanced
• Then click on Reset Connection

Please write back and let me know if the machine comes up gray.

This KB should walk you through troubleshooting remote control issues.  Make sure to run the attached 4214.vbs script on your server and review the .txt outputs.  If you need help, post the .txt outputs here.

https://kb.altiris.com/article.asp?article=4214&p=1