Troubleshooting jobs that are stuck or not completing

Use this article to diagnose and resolve Datto RMM jobs that remain in a Pending or Scheduled status, do not execute on the target device, or appear stuck indefinitely with no error message.

Problem statement

In Datto RMM, a job may remain in a Pending or Scheduled state and never execute on the target device. This can affect any device managed through Datto RMM and may occur immediately after a job is created or after a delay. In most cases, no error message is displayed, making it difficult to identify the cause without systematic investigation.

The issue has several possible root causes: the Agent policy may be configured to block job execution, the target device may be offline or unable to receive the job, the agent itself may be misconfigured or unhealthy, the device may be running an unsupported Operating System (OS) such as a Windows Home edition, the job queue may be stuck, or the device may not be classified correctly as a workstation or server.

Resolution

Work through each cause below in order. Stop when the job completes successfully.

Check the Agent policy

If the Agent policy is configured to prevent job execution, jobs will remain stuck regardless of device status.

  1. In Datto RMM, navigate to the affected device and view the Policies card.
  2. Click the name of the assigned Agent policy and review the policy configuration to confirm that the policy allows the agent to run jobs.

    NOTE  If no Agent policy is assigned to the device, jobs will be allowed by default.

  3. Adjust the policy as needed, then reattempt the job. Refer to Agent policy.

Confirm the device is online

Jobs remain in a pending state when the target device is offline or cannot receive the job.

  1. Confirm the device shows as online in Datto RMM.
  2. If the device is online but the job is still stuck, restart the Datto RMM Agent service on the device, or reboot the device. Refer to Agent Process and Agent Service.

Check agent configuration and health

A misconfigured or unhealthy agent can prevent jobs from executing even when the device is online.

  1. In Datto RMM, review the device's connectivity status and job history.
  2. Confirm the agent is properly configured. Refer to Configure the Agent and Agent Browser.
  3. If the agent appears unhealthy, clear the agent cache, then reboot the device.
  4. If clearing the cache does not resolve the issue, reinstall the agent.

Verify the operating system is supported

Jobs will not execute on unsupported OS versions.

  1. On the target device, confirm it is running a supported OS. Refer to Supported operating systems and Agent requirements.
  2. If the device is running an unsupported OS, migrate or update it to a supported version before reattempting the job.

Clear a stuck job queue

A stuck job queue can prevent new jobs from running even when the agent and device are otherwise healthy.

  1. On the target device, open a command prompt with administrator privileges.
  2. Run the following commands to restart the agent service:
    1. Type net stop cagservice and press Enter.
    2. Type net start cagservice and press Enter.
  3. If the issue persists after restarting the service, delete the contents of the agent cache and job folders (for example, C:\ProgramData\CentraStage\Packages), then reboot the device.
  4. If the queue remains stuck, perform a full agent reinstall.

Confirm device type

Jobs can only run on devices classified as Desktop, Laptop, or Server. Jobs will not execute on devices with other classifications.

  1. In Datto RMM, locate the affected device and review its device Type. Refer to Device Summary card.
  2. If the device type is not Desktop, Laptop, or Server, update the device type accordingly, then reattempt the job.

After correcting the device type, the job should execute and move out of the pending state.

NOTE  If none of the steps above resolve the issue, gather device details and any relevant support access information, then contact Kaseya Support for further assistance.

Tips and tricks

When a job becomes stuck, check device type and OS version first — these are quick to verify and are common causes that are easy to overlook. For recurring job queue issues on a device, schedule periodic agent service restarts as a preventive measure. If you reinstall the agent, document the cache folder path beforehand so you can clear it quickly if the issue recurs.