Datto RMM: Troubleshooting remote takeover issues
- Datto RMM
Use the health check tool
Document firewall information
Note the firewall's make and model. This information is needed to determine if the issue relates to a specific firewall. Additionally, Datto RMM Support must determine if the firewall is stateful, as the agent does not communicate well through deep packet inspection.
Ensure stateful/deep packet inspection is disabled (if applicable)
If you are using a stateful firewall, make sure deep packet inspection is not enabled for Datto RMM communications. This inhibits communication and can cause disconnects.
Try another source machine
Attempt RTO from a different machine. If the source machine is the only one affected, it indicates the issue is isolated to just the source device.
Try another destination machine
Attempt RTO to a different machine. If the destination machine is the only one affected, it indicates the issue is isolated to just the destination device.
Try other RTO options
Attempt a session with other RTO methods, such as RDP, VNC , or Splashtop. This helps determine if this issue spans all forms of remote take over or just an individual form.
Check for ISP issues
Contact your ISP, or use a tool such as Downdetector to determine if there is a service issue.
Force a relay connection (if using a peer-to-peer connection)
If a peer-to-peer connection is being used, the agent browser connection bars will be green instead of blue. If the agent is failing during a peer-to-peer connection, follow these steps on our help to force a relayed connection.
Gather appropriate logs and information, then contact Datto RMM Support
If issues continue, these logs help Datto RMM Support with more intensive troubleshooting:
- Datto RMM service log files
- Windows Event logs (in .evtx format)
- Note the time frame of the test, and which RTO tools are affected
- Note the hostnames and UIDs of the devices involved
- Note the operating systems of the devices involved