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Datto RMM: Component Response Not Running As Expected

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Topic

This article discusses troubleshooting for Datto RMM component response not running as expected.

Environment

  • Datto RMM

Description

If the component response is not running as expected, follow these troubleshooting steps:

Check if the component response works on other devices

This isolates the issue to see if it is a single device, certain device types, or the component in general.

Verify the device meets the alert criteria

It is important to determine if the device actually alerted.

Raise the alert again and see if the behavior reproduces

This tests if it was a one-off issue or a recurring problem.

Determine if it is a custom component or ComStore component

Datto RMM Support is unable to debug custom scripts.

Check if the script works outside of Datto RMM

This helps determine if the script is failing or if Endpoint Management fails to run the script. If the script cannot be run natively, it may be an environmental issue. Datto RMM Support cannot troubleshoot issues with custom scripts that do not work outside Datto RMM. You must test them as a local system user. 

Copy the script and run it as quick job, documenting the behavior

This helps determine how the script runs outside of your environment.

If this is a ComStore component, verify it is up-to-date

Datto RMM Support cannot test for bugs outside of the latest version.

Gather information

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

  • The Component name
  • UIDs of affected devices
  • The affected policy and monitors
  • Copy and paste any error messages
  • The affected machine's .NET version
  • The Datto RMM Service and Process log files (click here to learn how to gather RMM log files)
  • An export of the component (if custom)

Additional resources

 


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