This article discusses troubleshooting steps for Autotask integration errors.
- Datto RMM
In the Datto RMM GUI, verify the device is truly not synced
Prior to troubleshooting, go to Device → Audit in Datto RMM and ensure the device is not actually synced by checking the following:
- Last Autotask Sync Date
- Last Autotask Verify Date
Check for integration errors
Certain synchronization errors surface in the Datto RMM web portal. Navigate to Setup → Autotask → Sync Exceptions (radio button in top right-hand corner of the window) or via this URL https://[platform].centrastage.net/csm/autotask/exceptions to view these errors.
Verify sync account credentials are correct
The integration may throw errors if If the synchronization account credentials have changed and are now incorrect. Navigate to the Autotask Integration section and run the initial mapping wizard section to test and apply the accepted credentials.
Verify sync account security level
The integration can only use the System Administrator security level or API user security levels.
Verify sync account access to Protected Data Permissions
If the synchronization account does not have access to protected data permissions, the integration will not see the required user-defined fields upon synchronization.
Toggle integration off/on
Toggling the integration from off to on refreshes the communication between Datto RMM and PSA.
Re-run integration setup and correct any missing fields
As Datto RMM gains new features, the integration gains additional entities. These entities must be set up To use those features with the integration. Re-running the integration sections may surface empty fields that need setup.
Contact Datto RMM Support
If issues persist, copy and paste any error messages and contact Datto RMM Support: