Device Web: Temporary local troubleshooting access for encrypted backups



This article describes how to give Datto Technical Support temporary access to your encrypted agent's backups by using the Datto appliance's GUI.


  • Datto SIRIS
  • Datto ALTO
  • Datto NAS


For security purposes, the Temporary Troubleshooting Access option will only display when accessing the Datto appliance's GUI through the Partner Portal; the option will not appear when logging into the device locally.


1. Start a Device Web session to access your Datto appliance's GUI.
2. Click the Protect tab.
3. Locate the agent you wish to enable the option on, and select Configure Agent Settings.
4. Scroll down to the Advanced section, and look for the Temporary local troubleshooting access option, as shown in Figure 1.

Figure 1: Temporary local troubleshooting access (click to enlarge)

5. Select Enable, and then enter the encryption passphrase to decrypt the backup for 6 hours. After 6 hours, the appliance will re-encrypt the backup. Repeat this step as necessary.

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