Device status showing "Online but cannot connect to Webport"

Issue

When viewing devices, the status shows as Online but cannot connect to Webport. Additionally, you may encounter monitoring issues, especially related to performance counters.

Resolution

Verify services

On the affected machine, click the Windows icon, type services, then click the Services desktop app.

  • Verify the AEMAgent.exe service is running.
  • Restart the CagService.exe (CentraStage) service.

Check the version and update status

  • Verify the current version of the Datto RMM Agent is installed, and that an older version has not failed updates. If an update failed, note the error.
  • Uninstall the existing Agent and install the latest version.

Audits and health checks

  • Ensure the issue is not related to application control or packet filtering within the firewall.
  • Run the Agent Health Check tool to exclude allowlisting as a possible issue. Refer to Agent Health Check tool.
  • Collect the results and send them to Datto RMM Support as outlined in the article.