The Datto RMM Agent is offline
If the Datto RMM Agent is unexpectedly offline, follow these steps to troubleshoot. If the issue continues, contact Datto RMM Support. Refer to Kaseya Helpdesk.
Verify allowlisting (AV/Web Content Filter/Firewall)
Use the Agent Health Check tool to ensure that the devices can communicate with each other and with Datto RMM servers. Refer to Agent Health Check tool.
Ensure stateful/deep packet inspection is disabled (if applicable)
If you have a stateful firewall, ensure deep packet inspection is not enabled for Datto RMM communications. This can cause disconnects and inhibits communication.
Try another machine (to determine if the issue applies only to this device)
This helps determine the issue's scope and location. Ideally, choose similar devices from within the same environment first and then increase the scope of review.
Verify Agent version
Out-of-date Agents may have difficulty communicating with each other (connection brokers) and/or the platform. Additionally, Datto RMM Support cannot troubleshoot outdated Agent code.
Check for ISP issues
Use downdetector.com to ensure general ISP issues are not affecting the devices.
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
- Affected operating systems
- Firewall make and model (check if stateful)
- 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)
- Windows Event Logs in .evtx format (Collecting the Application and System Event logs)
