Patch Management: Patch Status - "No Data" – Kaseya

Confirm they actually have patch a patch policy actually targeting the device
On an example device, look in the activity log to confirm there is actually a patch audit failure. Note the HRESULT code error
Review the actual HRESULT code. We want to begin setting the expectation that RMM uses Windows Update to collect patches and HRESULTs indicate a local failure that may be outside of our scope, but occasionally these may indicate simple issues worth bringing up, like the WinUpdate service being stopped etc.
Beyond anything simple, we should point to our KB below and indicate that the issue has to do with the device's ability to check for updates, and this is something that is outside the scope and expertise of our team.
As a best practice, we can recommend the following resources to help them troubleshoot the device
- "No Data" troubleshooting KB - https://rmm.datto.com/help/en/Content/Troubleshooting/GeneralTroubleshooting/KB360048970291.htm
- Windows Update Troubleshooter (also linked in our KB above)- https://support.microsoft.com/en-us/windows/windows-update-troubleshooter-19bc41ca-ad72-ae67-af3c-89ce169755dd
- List of many common HRESULT codes with hints at what they mean - https://learn.microsoft.com/en-us/windows/deployment/update/windows-update-error-reference
Be careful to limit the amount of time we spend on this with partners. No Data with HRESULT codes are environmental and we should be careful not to spend time troubleshooting this with partners, and not to set the expectation that we are responsible
NOTE - "HRESULTS" occasionally appear in other places like log.txt for other features, and in that case that would not automatically mean it's outside our scope. HRESULT equating to environmental only really applies to patch audits failures.

Patch Management: Patch Status - "No Data"

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