Troubleshooting Patch Management policy approval issues

If Patch Management policy approval is incorrect, follow these steps to troubleshoot:

Review patches against policy settings

Check if the patches truly do not meet the criteria within the policy.

Re-audit the device (patch approvals refresh upon audit)

When you apply or change a Patch Management policy, the associated approval list does not get updated until the next device audit.

Check for other Patch Management policies applied to the devices

Make sure you are not targeting the devices with multiple policies using different approval criteria.

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:

  • The date and time the issue occurred
  • Hostnames and UIDs of affected devices
  • Device Audit Data files (C:\programdata\centrastage\Auditsnapshot.XML)
  • Names and IDs of affected policies
  • Any error messages (copied and pasted)
  • Datto RMM Agent Service log files (Agent log files)
  • Windows Event Logs in .evtx format (Collecting the Application and System Event logs)
  • The expected result versus the actual result