SIRIS, ALTO, and NAS: Advanced troubleshooting for root certificate expiration errors

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This article outlines advanced troubleshooting steps for updating expired agent certificates. You should only follow these if the steps outlined in SIRIS, ALTO, and NAS: Root certificate expiration have failed to resolve the issue.

Environment

  • Datto Windows Agent
  • Datto Linux Agent
  • ShadowSnap Agent

Description

Datto strongly recommends updating to the latest agent version to resolve certificate expiration issues. You should only perform these steps if you have updated to the latest agent version and are still experiencing issues related to expiring certificates.

Disclaimer: Datto Agents are now required to have persistent network connectivity. If a protected machine’s network and security settings adhere to Datto's networking requirements the agent software will recognize when a new certificate is needed and download one automatically. The Datto Agent certificate update utilities will update an agent’s certificate without internet connectivity specifically for the root CA expiration issue. However, for continued agent security and certificate updates, any networking issues must be resolved.

Datto Windows Agent

Download the Datto Windows Agent certificate update utility DWAUpdateCert.exe to the protected machine or copy the utility there from another machine. The utility must be run from within a command window launched with administrator privileges - if you are unfamiliar with how to launch a cmd.exe window with administrator privileges please reference Microsoft documentation for your specific version of Windows. Run the tool from the command line, if the tool is successful you will see the message “Certificate deployment appears successful”. Once completed, restart the agent service. If you continue to experience errors contact Datto Technical support.

Datto Linux Agent

Download the Datto Linux Agent certificate update utility DLAUpdateCert to the protected machine or copy the utility there from another machine. Run the tool from the command shell, if the tool is successful you will see the message “Certificate deployment appears successful”. Once completed, restart the agent service. If you continue to experience errors contact Datto Technical Support.

ShadowSnap Agent

If you are receiving a notification either through the Datto Partner Portal or via the local Datto Device UI that your ShadowSnap agent is using a soon to expire or expired certificate please download and install the latest ShadowSnap installer. Running this installer will update the certificates on your protected system.  If you continue to experience errors contact Datto Technical support.


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