Datto RMM: Why am I unable to initiate remote takeover?

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Question

Why am I unable to initiate remote takeover of an endpoint in Datto RMM?

Environment

  • Datto RMM
  • Remote Takeover (RTO)

Answer

If you are unable to initiate remote takeover of another device, there may be a networking issue affecting the remote devices. Proxy settings, local firewall and antivirus software can all block access to the IP addresses of the tunnel server grid which Remote Takeover (RTO) uses to establish a remote connection. To test if the Agent is able to connect to the tunnel servers, you can use the Windows Telnet feature.

Enable Telnet command-line utilities on the endpoint

To enable the Windows Telnet command line utilities on the impacted machine:

1. Click Start → Control Panel.

2. Click Programs and Features.

3. Click Turn Windows features on or off.

4. In the Windows Features dialog box, check the Telnet Client check box.

5. Click OK.

6. Windows will enable the feature. The process may take some time to complete.

Connect to the tunnel server

1. Look up the IP address of the tunnel server you want to connect to.
2. From the endpoint, click Start, and type cmd to launch a Windows Command Prompt session.
3. Type the following:

telnet (IP address of tunnel server) 443

For example, if you were going to test a US East tunnel server IP address, you would type telnet 54.172.136.43 443.

4. If the endpoint makes a successful connection, you will see a blank screen with a flashing cursor at the top left.

5. If the connection was not successful, you will see output similar to the following:

Connecting To 54.172.136.43_
could not open connection to the host, on port 443
: Connect failed

6. To further investigate what is blocking the connection to that particular tunnel server, you can try turning off local firewalls temporarily, viewing antivirus logs for reports of site blocking, or connecting your problematic device to a different network to see if it then connects.

7. You will need to repeat this process for each tunnel server on the platform you are on to ensure that you have tested all available tunnel servers.


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