Datto Linux Agent Troubleshooting Steps

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This article explains general troubleshooting steps for the Datto Linux agent.

Troubleshooting Steps

Refer to the following sections for steps to help you troubleshoot the Datto Linux Agent.

If the partition size on a Linux agent volume changes, you will need to destroy the live dataset for that volume before backups can continue. Otherwise, backups can fail in a 'Snapshot exceeds target size' error state.

Update the Datto Linux Agent

Ensure the Datto Linux Agent is running the latest version of the agent softwareThe current installed version of the agent will be shown on the homepage and Protect tab of the device's UI. Update the software as necessary. See Getting Started With The Datto Linux Agent for more information.

Check the status of the Linux agent packages

sudo apt-get update && sudo apt-cache showpkg dattobd-dkms dlad
  • openSUSE/SLE:
    sudo zypper refresh && sudo zypper search --match-exact dkms-dattobd && sudo zypper search --match-exact dlad
  • RHEL/CentOS/Fedora 20-21:
    sudo yum search dlad dkms-dattobd
  • Fedora 22+:
    sudo dnf search dlad dkms-dattobd

If the dattobd driver appears to be malfunctioning on the agent machine, you can use modprobe to reload it:

sudo modprobe -r dattobd && sudo modprobe dattobd

Note where the job UUID is listed ("active", "failed", or "finished")

SELinux

If you suspect that SELinux is part of the problem, configure SELinux to run in "permissive" mode. In this mode, SELinux will not enforce security but logs actions it would have taken in /var/log/messages.

      • Run sudo setenforce 0 to enter permissive mode.
      • Try running a backup.
      • Run sudo setenforce 1 to quit permissive mode.
      • Run journalctl | grep SELinux to see if the problem is SELinux.

Reinstall the agent

If you have had trouble installing the Linux Agent, or if the backups never worked, you can try reinstalling the agent packages. First, remove the packages, and then reinstall them.

Remove the agent packages:

      • Debian/Ubuntu: sudo apt-get remove dattobd-dkms
      • openSUSE/SLE: sudo zypper remove dkms-dattobd
      • RHEL/CentOS/Fedora 20-21: sudo yum remove dkms-dattobd
      • Fedora 22+: sudo dnf remove dkms-dattobd

Before installing the agent, make sure to install any required kernel header packages by running the following command:

      • Debian/Ubuntu: sudo apt-get install linux-headers-$(uname -r)
      • RHEL/CentOS/Fedora 20-21: sudo yum install kernel-headers-$(uname -r)
On CentOS, the above command will only download the latest version for the kernel headers. If you need to update kernel headers for an older distribution, click here

Reinstall the agent packages:

      • Debian/Ubuntu:
        sudo apt-get install dlad
      • openSUSE/SLE:
        sudo zypper install dlad
      • RHEL/CentOS/Fedora 20-21:
        sudo yum install dlad
      • Fedora 22+:
        sudo dnf install dlad

Troubleshooting resource errors

Operation timed out after X milliseconds with 0 bytes received

This error is caused predominantly by either local or network latency, Datto recommends ensuring the local Disk / CPU and memory are not under an excessive load. Running the Datto Linux Agent requires at least 8GB of memory in total. 

You can use tools such as htop, top, and iostat to measure and display the load on local resources. 

Next Steps

Gather the Logs

If you need help, you can visit our Community Forum or open a support ticket. When opening a case with our team, gather the following files from the production machine, and attach them to your ticket:

    • /var/log/kern.log
    • /var/log/messages (standard syslog location) or /var/log/syslog (Debian/Ubuntu syslog location)
      • If neither exist, access syslog with journalctl.
    • /var/log/dmesg
    • /etc/datto/dla/dlad.sqlite - This contains the job information in a SQLite database.

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