This article gives troubleshooting steps for devices that cannot be accessed by Datto Technical Support. It usually results when the device is not checking in or is refusing all connections.
Example: A Datto device was recently deployed, however the device is not checking in to Datto's monitoring servers. If the device can't check in, Datto technicians cannot access the device.
2. Troubleshooting Steps
This section describes the troubleshooting process.
2.1. Check the Switch
If your Datto appliance is having difficulty completing the registration process or failing to check in, make sure that the port on the switch it connects to and the Datto appliance's primary NIC are set to negotiate the appropriate speeds:
On your client's switch:
- Log into the switch, and make sure that the Datto appliance's dedicated port is set to a specific speed (ie 1000 mbps). After you set the port speed, configure it on the Datto device.
On the Datto appliance:
- Connect a keyboard, monitor, and mouse to the Datto device. Press CTRL + ALT + F1 to access the Command Line Interface (CLI).
- Log in using the device's backup-admin username and password (if registered), and run the following commands:
sudo -i ethtool -s eth0 speed 1000 duplex full ethtool -s eth0 autoneg off reboot NOW
- Attempt to register or check in the device again.
2.2. Check Communications
- Ping the device on the local network. If the device does not respond to ping, try a reboot.
- Browse to the local IP address assigned to the Datto to see if the Web UI is accessible.
- If the Web UI is accessible, log in with the admin account created during registration and go to the Configure > Networking page to verify that the network settings are correct. Also, make sure that at least one Public DNS is present.
2.3. Direct Connection to the Device
Using a tool like VNC Viewer, try to connect to the local IP of the Datto device. The default password is the first 8 characters of your backup-admin password.
You can also attempt a connection via IPMI on SIRIS 2 and SIRIS 3 devices. See the following articles for more information:
Alternatively, if you have physical access to the Datto, connect a monitor, keyboard, and mouse.
- Once connected to the device, open a Terminal session. Once logged in, enter the command:
- You will be prompted for a password. This password is located on the Partner Portal on the Device Status > Advanced tab.
On the Status 2.0 page, you can find the backup-admin password by clicking on the appliance's name. The password is listed under the Device Info heading.
- Once logged in as backup-admin, enter the command
- Once there, the screen should look similar to the example below:
- From here, type
checkin, and allow it some time to follow through. If the checkin command returns errors, please note the error message as it is helpful for troubleshooting.
- Run the following command to see if another device on your network is using the same IP address of the Datto appliance. If there is, you will need to resolve the IP address conflict:
arping -I eth0 -D (IP address of the Datto appliance)
2.4. Configure NICs
- If the error mentions general connectivity issues, type
ifconfigto verify that both the primary NIC and
loare present. If either one is missing, you can manually bring it up with
ifconfig eth0 up]
- If the primary NIC is up and has an IP address, it should look similar to:
- If there is no address for the primary NIC, run the following command:
nano /etc/network/interfacesto bring up the interfaces file.
If the file comes up completely blank, the command may have been typed wrong.
- Use the arrow keys to navigate around the file. If the primary NIC is supposed to be on a DHCP instead of static, replace the word
dhcp. Make sure to also set the address to an IP outside of the DHCP scope.
- If the device runs Ubuntu 12.04 (Siris Business, Siris Enterprise, Siris Professional, Alto2/AltoXL or DattoNAS), the DNS servers are listed under the gateway on a new line, as shown below:
- When you finish configuring the file, press ctrl and x to exit the file, and then press Y to save and enter to write it to the file:
- If any changes are made to this file, run the following to restart networking and apply the changes:
- If you want to force a new DHCP address on the primary NIC, type:
dhclient <name of the primary NIC, such as eth0>
- To edit the DNS interfaces, you would configure the DNS file with:
nano /etc/resolv.confNOTE: This will only be done on a device manufactured before 2/1/2014, they were on Ubuntu 10.04.
- If both interfaces are up and the primary NIC has an IP, type
ethtool <name of the primary NIC, such as eth0>to verify that the primary NIC has a connection:
- If there is no link detected, check if the ethernet cable is plugged in to the wrong port. Switch the port to another onboard port and run
ethtool <name of the primary NIC, such as eth0>again until you see a link detected. If a link is not detected on any ports, try another cable.
2.4. Re-Order the NICs
- If there is still no link detected on any port with another cable, you may have to run a NIC reorder to reconfigure the NICs. To run the NIC reorder, be sure to unplug all Ethernet cables, then run the following command:
- You should see a prompt requesting that the first NIC be identified. The terminal prompt will automatically refresh once it detects that the NIC has been plugged in. It will then ask you to plug in the next NIC. Repeat until you see the message that the NICs have been reordered. The prompt should return you to the root user upon completion.
- Connect a live ethernet cable into the primary NIC. Type in
dhclient eth0to get a DHCP address from the network to allow the device to check in with Datto monitoring servers.
Example: NICs have been reordered
2.5. Confirm the Datto NIC Re-ordering Script Was Successful
The following commands can be used once the Datto NIC Re-ordering Script has been performed:
From the terminal prompt check the inet addr (IP) & Mask (Subnet Mask) that are displayed after entering this command.
Example: Output of an ifconfig command run from the terminal prompt
From the terminal prompt check to see if a ping response is received when pinging dattobackup.com by entering this command:
Example: ping requests to dattobackup.com successfully responded
/etc/init.d/networking restart) or
rebootof the Datto device may be required to apply the changes from the reorder.
If a link is detected, and you verified that the network settings are correct and have been restarted, type