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SIRIS, ALTO, and NAS: Repairing Agent Communcations

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Topic

This article describes how to repair communications between the Datto device and the protected machine. Use this procedure when you receive error messages related to agent communication.

Environment

  • Datto ALTO
  • Datto SIRIS

Description

1. Click the Protect tab in the GUI.

Figure 1: The Datto device GUI (click to enlarge)

2.  Click Configure Agent Settings for the agent you wish to configure.

Figure 2: The Agent in the Protect tab (click to enlarge)

3. Scroll down to the Advanced section and select Repair Agent Communications, then click the Repair Agent Communications button.

Figure 3: Repair Agent Communications (click to enlarge)

The device will take approximately 15 to 20 seconds to repair communications. You will receive a notification in the UI when the process completes.

Troubleshooting

If communications cannot be repaired, check for the following:

  • Power issues. Ensure the protected machine is powered on and active.
  • Network issues. Make sure the protected machine is reachable across the network.
  • Open a run window and type services.msc. Ensure the appropriate agent services are running on the protected machine:
    • Datto Windows Agent: Datto Backup Agent Service, Datto Provider
    • ShadowSnap Agent: StorageCraft Raw Agent Service, StorageCraft Shadow Copy Provider, ShadowProtect Service
  • If issues persist, contact Datto Technical Support. 

Additional resources 


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