Datto RMM: Troubleshooting Device Syncs

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This article provides steps to take when you suspect that one of your endpoints is having difficulty synchronizing with Datto RMM.

Environment

  • Datto RMM

Description

Ensure the device is truly not synced via device summary in Datto RMM

Use Device Summary in Datto RMM to make sure the device is actually not synced prior to any other troubleshooting.

Check for integration errors 

Certain synchronization errors surface in the Datto RMM web portal. Navigate to Setup Autotask Sync Exceptions (radio button in the top right-hand corner of the window) or go to https://[platform].centrastage.net/csm/autotask/exceptions to view these errors.

Verify sync account security level

The integration can only use the System Administrator security level or (ideally) an API user.

Verify sync account access to protected data permissions

If the synchronization account does not have access to protected data permissions, the integration cannot see the required user-defined fields when syncing.

Make sure the site is mapped to PSA company

If the site is not mapped to a PSA company then no device synchronization will occur.

Verify device type is set to sync via integration

The device synchronization section of the Autotask Integration must be set up to sync. Sometimes the setup is not completed or saved, which can result in non-synced devices.

Gather necessary information

Gather as much of the following information as possible before calling Datto RMM Support:

  • error messages (if applicable. Use copy/paste)
  • names and UIDs of applicable devices/sites
  • IDs of devices that have matching UIDs in Autotask PSA

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