Help for unsupported operating systems

The Datto RMM Agent can be installed and may function as expected on a number of operating systems. However, support is provided only for the operating systems outlined in Supported operating systems and Agent requirements.

Many factors determine which operating systems (OSs) Datto RMM supports. Certain OSs do not contain the necessary modules Datto RMM needs to operate, are not intended for enterprise usage, or are not popular enough to prioritize testing.

However, due to the similarities in features and modules between many unsupported OSs and their supported counterparts, partial functionality with Datto RMM can be achieved. Agent operations, monitoring services, or remote takeover may remain possible using an unsupported OS.

Datto RMM Agent not connecting

Datto RMM provides an Agent Health Check tool that will run independent of the Agent and perform some system scans and Agent connectivity tests. You can use this tool to verify that it is possible for the Agent to connect to the platform. To learn more and download the tool, refer to Agent Health Check tool.

In the event of IP failures, an update of the firewall rules should allow traffic through. This tool mirrors the IP addresses listed in the Allowlist requirements for IP addresses and URLs.

If the Agent’s service is not running or the allowlisting is insufficient, completely uninstalling the Agent, running a .NET repair (Windows devices only), and freshly reinstalling the Agent may solve some issues.

To perform a complete uninstallation after performing a standard uninstallation, follow the necessary instructions to remove all the remnants of Datto RMM:

For Windows devices, Datto RMM suggests running a .NET repair next. This type of scan generally takes less than five minutes and has a relatively light impact on OS operations. This tool is created by Microsoft and is included in the Agent Health Check tool (following the platform and Agent checks). Alternatively, you can download the Microsoft .NET Framework Repair Tool directly from Microsoft.

Once the repair is complete, Datto RMM recommends downloading a fresh installer and installing the Agent back on the device. This may help resolve issues with the Agent not connecting, the service not running, or incorrect information after the installation.

Problems with monitoring

NOTE  The following instructions apply to Windows devices only.

While the Datto RMM Agent may be able to communicate with the platform, issues with the local monitoring Agent retrieving information to provide to the platform may occur. Instead of reinstalling the entire Agent, it is possible to reinstall only the monitoring side as follows:

  1. Stop the Datto RMM service.
  2. Delete the folder C:\ProgramData\CentraStage\AEMAgent.

    3. IMPORTANT  Log files within the Datalog folder within the AEMAgent folder may need to be viewed. Retrieve the files before deleting the folder.

  3. Restart service. Allow a minute for the components to re-download.

Remote connection issues with Splashtop

For problems connecting with Splashtop, uninstalling and reinstalling the Splashtop Streamer may resolve the issue. Refer to Uninstall the Streamer.

TLS 1.2 and 1.3

Only OSs capable of communicating using TLS 1.2 and 1.3 will be able to install an Agent that can report back to the platform. To provide the most secure environment, Datto RMM does not allow traffic via TLS 1.0 and 1.1. For some older OSs, it may be possible to enable TLS 1.2. This generally requires updates to the device. For guidance, refer to this Microsoft article.

To see which versions of TLS are controlled on an OS, you can view the following location in the registry: HKLM SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL\Protocols

NOTE  For modern OSs, TLS 1.2 is turned on by default and will not show in this location. Refer to this Microsoft article for information about this registry key and how to use it to enable and disable different versions.

Windows Home

Datto RMM is an enterprise solution and requires an enterprise-level OS to achieve the proper functionality. Windows Home edition is very similar to the professional versions of Windows, but some missing modules limit its functionality. One example is the lack of RDP. Without this module, Datto RMM will be unable to perform that type of takeover on Windows Home.

Jobs not running on newly added devices or policies not executing

When device approval is enabled, but a device is not approved, Datto RMM will not execute jobs, apply policies, or download components. This oversight is visible only to users with the Administrator security level, which makes it commonly overseen. A non-administrator user may notice targets absent from a job or the lack of monitoring metrics on a device, which suggest an error. However, non-administrator users do not receive notifications that this feature is enabled or that devices are awaiting approval. This feature is highlighted for administrator users and is easy to see and manage. For more information, refer to Device approval.