ALERT: Datto Drive Cloud service will no longer be available as of July 1, 2019. For more information, see our end-of-life article. If you'd like to migrate your data to Datto Workplace, see our migration guide.
To learn how to download your Datto Drive Cloud data, please visit this article.

SIRIS, ALTO, and NAS: Repairing Agent Communcations



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.


  • Datto ALTO
  • Datto SIRIS


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.


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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