What should I do if I am having trouble with the Datto RMM Agent?
- Datto RMM
Run the Agent Health Check Tool
The Agent Health Check Tool is a PowerShell script that serves as a troubleshooting and diagnostic tool for the Datto RMM Agent. Download the Agent Health Check Tool here.
- How to run the tool
- Which checks does the tool perform?
- Zip the folder and contact Support
How to run the tool
- Download the Agent Health Check Tool (.zip file) by clicking on the hyperlink above.
- Extract the contents of the .zip file. It contains a .txt file and the Health Check Tool.
- Right-click on the Agent Health Check Tool script (.ps1 file) and select Run with PowerShell.
- If you are unable to resolve an issue with the tool, contact Customer Support with the output file from the script. Refer to Zip the folder and contact Support.
- This tool works for Windows-based devices and uses PowerShell. It has been designed for PowerShell versions 2.0 and above.
- The execution policy on the device should be set to unrestricted. If it is not, use the PowerShell Execution Policy [WIN] component available from the ComStore or run the following command:
- The Agent Health Check Tool cannot be run as a component as it requires user input. If it is set to run as a component, the Tool will exit gracefully.
The Tool must be run with administrative privileges for a full system analysis. If the Tool is not run as an Administrator, it will recognize this and prompt the user to either run as an Administrator or continue regardless. Without administrative privileges the Tool will be unable to access some operational Agent data located within C:\Windows\System32.
- If the log files do not appear in the same directory as the Tool, check C:\Windows\System32 as some applications may alter the path.
Which checks does the tool perform?
The Tool's checks are divided up into three "pages":
- Section I handles network connectivity.
- Section II handles endpoint health.
- Section III serves to collect the logs taken from the previous two pages.
- The Tool will check and verify that the script is being run with administrative privileges. If not, it will prompt for user input to relaunch as an Administrator or continue without the full feature set of the Tool.
- If you have a proxy set up, choose the 6th option, as it will allow the Tool to test using the proxy.
- Choose your Datto RMM platform. If an Agent is installed, the Tool will detect this and offer the ability to use the platform the Agent is using (option 0).
- After selecting your platform, the Tool will attempt to contact the various URLs and IPs associated with the Datto RMM product (as described in Whitelist the following IP addresses and URLS). Results in brief will be displayed on screen. More verbose information is saved to a log file which can be exported after the Tool has finished performing its checks.
- The platform check will also determine what the latest version of the Agent is and populate the results. If the check finds any failures, the Tool will record them in its logs at the end of the session.
- The Tool performs the following Agent and endpoint checks:
a. Are the Monitoring and Agent Services running?
b. Is the Agent version up to date?
c. Are there any NLog.dll problems with a pre-registered version?
d. Is the operating system supported?
The Datto RMM Agent requires a minimum of Windows XP SP3 with .NET Framework 4.0.3 to function.
e. Does the device enforce FIPS compliance?
The Datto RMM Agent is not built to support FIPS compliance.
f. Is the .NET Framework version supported?
g. Is the Splashtop Streamer installed? If yes, what version?
h. Does the system drive have at least 1 GB of free space?
i. Have there been any problematic (non-7036/7045) CagService-related event log entries in the last 7 days?
j. Is there any software installed on the endpoint containing problematic unicode characters?
Problematic Unicode in the registry can cause the Agent to stop auditing.
k. Are the Agent XML files used to store account information valid?
- A list of results will populate.
- The Tool will prompt the user to run the Microsoft .NET analysis and repair utility.
- The Tool will prompt for the user to run the Microsoft WMI analysis and repair utility (a VBS file).
- The Tool will offer to collect all Agent log files into a single folder ready for archiving.
- The Tool will prompt to save all of the information it has collected into a single, verbose LOG file.
Zip the folder and contact Support
You will be left with a folder named after the endpoint's hostname and a string indicating the time that the Tool ran.
- Right-click this folder and select Send to → Compressed (zipped) folder.