Datto RMM: The Agent Is Offline

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Topic

This article discusses troubleshooting when the Datto RMM agent is unexpectedly offline.

Environment

  • Datto RMM

Description

If the Datto RMM agent is unexpectedly offline, follow the steps below to troubleshoot. If the issue continues, contact Datto RMM Support. 

Verify whitelisting (AV/Web Content Filter/Firewall)

Use the health check tool to make sure that the devices can communicate with each other, and with Datto RMM servers. 

Ensure stateful/deep packet inspection is disabled (if applicable)

If you have a stateful firewall, make sure deep packet inspection is not enabled for Datto RMM communications. This can cause disconnects and inhibits communication.

Try another machine (see if it is just related to this device)

This helps determine the issue's scope and location. Ideally, choose similar devices from within the same environment first and then increase the scope of review. This lets you get a good spread of data.

Verify agent version

Out-of-date agents may have difficulty communicating with each other (connection brokers) and/or the platform. Additionally, Datto RMM Support cannot troubleshoot outdated agent code.

Check for ISP issues

Use downdetector.com (external link) to make sure general ISP issues are not affecting the devices.

Gather information for further troubleshooting with Datto RMM Support

If the issue continues, gather as much of the following information as possible before contacting Datto Technical Support:

  • Time the issue occurred
  • Document firewall make and model (Check if Stateful)
  • Affected operating systems
  • Hostname and UID(s) of applicable device(s)
  • Applicable errors from log files (full errors with date/time stamp and surrounding lines.)
  • Windows Event Logs in .evtx format
  • Datto RMM Service and Process Log files

Additional Resources


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