Datto RMM troubleshooting: offline agents, stuck jobs and patch policies
Working the problems Datto RMM's own troubleshooting articles cover most: agents that go offline, the Agent Health Check tool and restarting the agent, rate-limited polls; jobs stuck in Pending or Scheduled, scripts that fail because jobs run as SYSTEM, component monitors that never alert; and Patch Management policies that didn't run, ran at the wrong time, approved the wrong patches or show No Data, plus how reboot-needed is worked out and what to send to support.
- Level
- Intermediate
- Length
- About 50 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 2 Oct 2026
- Datto RMM
Skills you'll practise
- Work through an offline agent with Datto RMM's documented checks, including the Agent Health Check tool
- Restart the Datto RMM Agent on Windows, macOS and Linux
- Clear a job stuck in Pending or Scheduled by checking the Agent policy, device state, agent health and job queue
- Explain why scripts that touch HKCU fail as Datto RMM jobs and how to test a script as SYSTEM
- Diagnose Patch Management policies that didn't run, ran at the wrong time or show No Data or Install Error
- Prepare a support request with the evidence Datto RMM asks for
Course outline
- 1.Datto RMM troubleshooting: offline agents, stuck jobs and patch policiesVideo · 2 min
- 2.Offline agents and agent healthLesson · 16 min
- 3.Jobs, scripts and component monitorsLesson · 16 min
- 4.Patch Management policy troubleshootingLesson · 18 min
- 5.Datto RMM troubleshooting: offline agents, stuck jobs and patch policies: knowledge checkKnowledge check · 18 questions
- 6.Final exam8 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Datto RMM Help: The Datto RMM Agent is offline
- Datto RMM Help: Restarting the Datto RMM Agent
- Datto RMM Help: Agent Health Check tool
- Datto RMM Help: What is a rate-limited poll (RPOLL)?
- Datto RMM Help: Troubleshooting jobs that are stuck or not completing
- Datto RMM Help: Custom scripts referencing HKCU exit in a failure state
- Datto RMM Help: Custom component monitor fails to generate alerts
- Datto RMM Help: Patch Management policy did not run
- Datto RMM Help: Patch Management policy ran but did not install patches
- Datto RMM Help: Patch Management policy runs at the wrong time
- Datto RMM Help: Troubleshooting Patch Management policy approval issues
- Datto RMM Help: How to address a patch status of 'No Data' or 'Install Error'
- Datto RMM Help: How does Datto RMM determine if a reboot is needed?
- Datto RMM Help: The Update History list does not reflect patches installed by Datto RMM Patch Management
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.