Component response not running as expected

If the component response is not running as expected, follow these troubleshooting steps:

Check if the component response works on other devices

This isolates the issue to see if it is a single device, certain device types, or the component in general.

Verify the device meets the alert criteria

It is important to determine if the device actually alerted.

Raise the alert again and see if the behavior can be reproduced

This tests if it was a one-off issue or a recurring problem.

Determine if it is a custom component or ComStore component

Datto RMM Support is unable to debug custom scripts.

Verify if the script works outside of Datto RMM

This step helps determine if the script is failing or if Datto RMM fails to run the script. If the script cannot run natively, it may be an environmental issue. Custom components must work outside of Datto RMM for Datto RMM Support to troubleshoot further. You must test custom components as a LocalSystem user. Refer to How do I log in as a LocalSystem user to test scripts?

Copy the script, run it as a quick job, and document the behavior

This helps determine how the script runs outside of your environment.

If it is a ComStore component, make sure it is up to date

Datto RMM Support cannot test for bugs outside of the latest version.

Gather information for further troubleshooting with Datto RMM Support

If the issue persists, gather as much of the following information as possible to share with Datto RMM Support in Kaseya Helpdesk:

• Component name
• Export of component (if custom)
• .NET version
• Names of the affected policy and monitors
• Hostnames and UIDs of affected devices
• Any error messages (copied and pasted)
• Datto RMM Agent Process and Datto RMM Agent Service log files (Agent log files)