Troubleshooting conflicting VNC versions

Datto RMM installs and uses UltraVNC (UVNC) when using the VNC functionality within the Agent Browser. Problems may occur if another version of VNC is installed on a device, as whichever VNC version starts up first will use the required port (port 5900) and deny any other VNC access to the same port. There are three ways to troubleshoot this task, depending on your specific scenario.

Scenario 1: You do not need the other version of VNC

Uninstall conflicting versions of VNC.

Scenario 2: You want to keep the other version of VNC, and it does not matter which tool is used for remote takeover through Datto RMM

You can access the remote machine via by RDP or Splashtop instead of VNC through Datto RMM. Refer to RDP and Splashtop in Action buttons.

Scenario 3: You want to keep the other version of VNC but still use VNC through Datto RMM

  1. On the affected machine, press Ctrl+Alt+Del, then access the Task Manager.
  2. Stop all versions of VNC.
  3. Ensure the conflicting version of VNC is not running.
  4. Connect with UVNC.

NOTE  When the other version of VNC needs to be used (for example, through certain medical software), stop UVNC before connecting.

Additional resources