A component is not running as expected

If a component does not run as expected, follow the steps below to troubleshoot. If the issue continues, contact Datto RMM Support. Refer to Kaseya Helpdesk.

Verify if the component works on other devices

This helps determine if the issue occurs on a single device, certain device types, or the component in general.

Determine if it is a custom component or a ComStore component

Datto RMM Support cannot debug custom components; they must be debugged by the developer or vendor of the script.

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?

Make sure the Datto RMM Agent is up to date

Out-of-date Agents can cause problems when communicating to an updated platform. Additionally, we cannot test for bugs outside of the most up-to-date version.

Verify component is up to date (if ComStore component)

We cannot test for bugs outside of the most up-to-date 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
• Datto RMM Agent Process and Datto RMM Agent Service log files (Agent log files)