Resolving a stuck Network Discovery scan

This article explains how to resolve a Datto RMM Network Discovery scan that remains in a "scan is scheduled" or "underway" state for several hours without completing.

Problem statement

In Datto RMM, a Network Discovery scan may become stuck and display a status of "scan is scheduled" or "underway" for an extended period — sometimes for several hours — without progressing or completing. This issue occurs at the site level on the Network Discovery page and affects any site where a Network Node agent is configured to perform scanning. The root cause is typically a stuck or cached scan job on the device acting as the Network Node, which prevents the agent from processing or initiating a new scan request.

Resolution

To resolve this issue, complete the following steps:

  1. In the Datto RMM UI, navigate to the Network Node tab of the site's Network page and unassign the device as a Network Node. Wait 15 to 60 minutes. This clears any stuck or cached scan jobs associated with that node.
  2. On the device that was acting as the Network Node, restart the RMM agent service using one of the following methods:
    • Open the Services console (services.msc), locate the CagService entry, and restart it.
    • Run the following command in an elevated command prompt:
      net stop cagservice & net start cagservice
  3. After the wait period has elapsed, return to the Network Nodes tab of the site's Network page and reassign the device as a Network Node using Assign Node.
  4. Request a device audit to initiate a new network discovery scan from the Network Node. Refer to Request Audit.

The scan should now proceed normally. If the issue persists, assign a different online agent as the Network Node and repeat the steps above.

NOTE  If none of these steps resolve the issue, contact Datto RMM Support for further assistance.

Tips and tricks

If scans get stuck repeatedly on the same Network Node, consider assigning a different online agent as a permanent replacement. Choosing a device that is consistently online and lightly loaded reduces the likelihood of scan jobs becoming cached or stalled.