How do I troubleshoot Windows Update policy issues?

If you are having issues with the policy governing Windows updates, follow these troubleshooting steps:

Review policy settings against device registry options

Verify that the registry keys do not match the settings in the Windows Update Policy.

Verify the device does not have conflicting GPO

GPOs that perform similar functions may conflict with Datto RMM.

Re-push the policy and see if registry changes accordingly

Re-applying a policy refreshes Datto RMM's policy information against our databases and triggers the Datto RMM Agent to request new policy information. Wait a few minutes and see if the registry changed.

Audit the device and see if the registry changes accordingly

Auditing the device triggers it to gather policy information from our servers. Once this is done see if the registry changed.

Test by manually changing problem registry keys

Rule out that perhaps the registry keys are being changed and are reverting back or they cannot be changed altogether.

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
• Hostnames and UIDs of affected devices
• Names and IDs of affected policies
• Datto RMM Agent Service log files (Agent log files)
• Windows Event Logs in .evtx format (Collecting the Application and System Event logs)
• A screenshot of your registry settings