Troubleshooting device syncs
If you suspect that one of your endpoints is having difficulty synchronizing with Datto RMM, perform the following troubleshooting steps:
Ensure the device is not synced in Datto RMM
On the device summary page in Datto RMM, check that the device is not synced before you continue troubleshooting. Refer to Device summary.
Check for Autotask integration errors
Certain synchronization errors can surface in Datto RMM. In the legacy UI, navigate to Setup > Autotask. Select the Sync Exceptions radio button to view any errors. Alternatively, go to https://[platform].centrastage.net/csm/autotask/exceptions.
Verify the sync account security level
The Autotask Integration must be managed by the Administrator security level.
Verify the sync account access to protected data permissions
If the sync account does not have access to protected data permissions, the user-defined fields required for syncing are inaccessible.
Make sure the site is mapped to an Autotask organization
If the site is not mapped to an Autotask organization, device synchronization will not occur. Refer to Configure organization (site) mapping in Autotask Integration.
Verify the device type is set to sync via the integration
The device synchronization section of the Autotask Integration must be set up accordingly. Sometimes, the setup is not completed or saved, which can result in non-synced devices. Refer to Configure device synchronization in Autotask Integration.
Gather necessary information
Before contacting Datto RMM Support in Kaseya Helpdesk, please copy the following the information to share:
- Any error messages
- Names and UIDs of applicable devices and sites
- IDs of devices that have matching UIDs in Autotask
