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Datto RMM: Troubleshooting Single Sign-On Issues

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Topic

This article discusses troubleshooting for Autotask Integration single sign-on issues.

Environment

  • Datto RMM
  • Autotask PSA

Description

Follow these troubleshooting steps if you are having issues with single sign-on in the Autotask Integration:

Check for integration errors

Certain synchronization errors surface in the Datto RMM web portal. Navigate to Setup → Autotask → Sync Exceptions (the radio button in the top right-hand corner of the window) or via this URL  to view these errors.

Verify sync account credentials are correct

If the synchronization account credentials have changed, it may throw errors. In Datto RMM, navigate to the Autotask Integration section and run the initial mapping wizard to test and apply the accepted credentials.

Verify sync account security level

The integration can only use the System Administrator or API User security levels.

Verify PSA resource has access to Endpoint Management integration

If the resource does not have access to the Endpoint Management integration within Autotask PSA, you will be unable to set up single sign-on

Try in a Chrome Browser incognito window with add-ons disabled

This can determine if the issue lies with add-ons.

Unlink and relink SSO (if possible)

If the button is present in Datto RMM's My Info tab, unlink SSO and set it up again. 

Test as another user

This helps determine ifthis is a user-specific issue or a more widespread problem.

Gather Information

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

  • List the affected users
  • Copy and paste any error messages (if possible)

 


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