Datto Linux Agent troubleshooting steps

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

Environment

  • Datto Linux Agent

Description

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 software. The currently installed version of the agent will appear 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

Debian/Ubuntu:

dpkg -l dlad

If the dattobd driver appears to be malfunctioning on the agent machine:

1. Use modprobe to reload the driver:

sudo modprobe -r dattobd && sudo modprobe dattobd

 2. Verify the driver is loaded:

lsmod|grep dattobd

Reinstall the agent

If you 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: sudo yum remove dkms-dattobd
      • Fedora 22+: sudo dnf remove dkms-dattobd

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

      • Debian/Ubuntu: sudo apt-get install linux-headers-$(uname -r)
      • RHEL/CentOS: sudo yum install kernel-headers-$(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, you can obtain them from the CentOS on the Web repository (external link).

Reinstall the agent packages:

      • Debian/Ubuntu:
        sudo apt-get install dlad
      • openSUSE/SLE:
        sudo zypper install dlad
      • RHEL/CentOS:
        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 on the protected machine are not under an excessive load. Running the Datto Linux Agent requires at least 8 GB of memory. 

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:

    • Attach /var/log/messages (standard syslog location) or /var/log/syslog(Debian/Ubuntu syslog location).
      • If neither of the above logs exists, access syslog with journalctl.

You should also include:

    • /var/log/kern.log.
    • /var/log/dmesg.
    • /etc/datto/dla/agent.sqlite. This log contains the job information in an SQLite database.  In Datto Linux Agent versions older than 2.0, you will find this log file at /etc/datto/dla/dlad.sqlite.

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