This feature is only available for devices with an OS version higher than 2.0.
Any capture functionality through the Easy Access buttons requires the client device to be connected to the internet.
If the Easy Access buttons are not working for your device, we would suggest you use SMS Command to do the capture instead.
Some phones will show a green dot on the device tab even though the device is not connected. While we've tried to ensure that this shows correctly for all devices, there are still a limited few where this functionality may not always be 100% accurate. Remember you can still use SMS Commands.