Mobility server console device state not updating

I have set up a new GW 24.1 mobility server and added users. All the users are sync'd to GW and most show their associated Device State as 'Normal'.  However, some users show their device state as 'Never Connected' even though I can send and receive messages from a mobile device for that user.  I have refreshed the 'Users' page multiple times, logged out then back in to the mobility server console and still it shows this device (as well as a couple others) as 'Never Connected'. 

Why is this?

How do I refresh the mobility server to show the true current state of a mobile device?

How long should it normally take for the server to reflect the fact that a device has connected to it successfully?