Basic troubleshooting for "Device not seen" alerts

Topic

This article describes basic troubleshooting for "Device not seen" alerts.

Environment

  • Datto SIRIS
  • Datto ALTO
  • Datto NAS

Description

You can configure the Datto Partner Portal to send you email alerts when your Datto device is having trouble communicating with our servers. You can set alerts for each device in your fleet. You can also adjust the time threshold that will trigger the alert.

For more information on setting up device alerts, see Configuring email alerts for Datto BCDR devices in the Partner Portal.

Confirm Datto server status

In rare cases, a service outage on Datto's end can cause this issue. You can check the Datto Status Page to see if any outages are reported.

Check device connectivity

If the Datto device is not being seen by the checkin servers, you may not be able to connect to the device via the Datto Device Web. Attempt the connection first and observe the current checkin status.

  1. Log in to the Partner Portal. Navigate to Status > BCDR Status. You'll see the last check in listed on the top right of the device listing. A device should check in with Datto's servers approximately every ten minutes, and should always check in immediately after an initial boot or reboot.
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  1. Click the Device Web link for the Datto device having the issue, to see if you can connect to the device.
    fig2.png

    If a connection can be established, the Datto Device Web homepage displays the last check in time. You can click the displayed check in time to force a new check in.
    fig3.png

    If the device is unable to check in, navigate to Configure > Networking to review the Network Settings page. In the DNS Settings section, make sure you have one of the secondary DNS addresses set to Google's public DNS address of 8.8.8.8. If you make any changes, click Apply and go back to the home page to attempt to force a check in again.
    fig4.png

If the device is unable to be reached through the remote web

  • If you are unable to access your Datto device remotely, Datto Technical Support will also be unable to access it.

  • If your Datto device is unable to check in, you will also not see it listed on https://device.dattobackup.com.

  • If you have remote access to the network that the device resides on, see if you can access the device via IP or hostname on the local network.

  • If your device has IPMI or iDRAC enabled, attempt to connect through that.

    • If the device has IPMI or iDRAC ability, but it is not configured, it is recommended to do so once the device is in working order.

If the device is unable to check in

Perform troubleshooting outlined in Troubleshooting check-In errors. This includes on site troubleshooting if it is not reachable. Once this has been done, if you are still unable to check in, proceed to the next section.

Open a ticket with Datto Technical Support

If the device remains inaccessible, open a ticket with Datto Technical Support detailing the issue and what troubleshooting steps you have taken.