Datto RMM: What should I do if I am having trouble with the Datto RMM Agent?

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Question

What should I do if I am having trouble with the Datto RMM Agent?

Environment

  • Datto RMM

Answer

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. 

Index

How to run the tool

  1. Download the Agent Health Check tool here. (.zip file).
  2. Extract the contents of the .zip file. It contains a .txt file and the Health Check tool.
  3. Right-click on the Agent Health Check tool script (.ps1 file) and then select Run with PowerShell.
  4. 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 section of this article.

Considerations

The Agent Health Check tool does not come in component form because it is designed to triage devices where the agent may not be capable of running components.
  • You must run the tool with administrative privileges for full system analysis. If you do not run the tool as an Administrator, the software will prompt the user to either run as an Administrator or continue regardless. Without administrative privileges, the tool will be unable to access some of the operational agent data located in 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?

Zip the folder and contact Support

The Agent Health Check tool produces a 7Zip file named after the endpoint's hostname and a string indicating the time that the tool ran.

Do not rename the folder created by the tool.

Upload this file to http://tmp.datto.net/ and contact Customer Support.

Make a note of the name of the files you upload so that you can provide them to your Support representative.


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