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Connected client showing as not connected

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I have a client laptop that is showing as connected on both the client itself and via the Eset Business Account site (eba.eset.com/ba/devices) but the last connected time on the Protect Cloud is not updated and is showing a different software version to what is actually running on the device.  Any advice on how to correct this?  Thanks.

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Please check C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\status.html  and trace.log on the client for possible errors. You can upload the files here as well.

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