Datto AV Fails to Install or Update

Issue ID (internal reference): AV-01
Applies to: Datto AV
Environment: Windows and macOS
KB type: Troubleshooting

This article applies when Datto AV fails to install on a new endpoint or fails to update on an existing endpoint.

Symptoms

• Installation does not complete or reports an error.
• The update process becomes stuck or fails.
  The endpoint reports that Datto AV is not installed.
• The endpoint reports an unlicensed status.
• An error message such as "This version of Windows is not supported by Datto AV" is displayed.
• Error code 10615609 is displayed during installation on Windows Server systems.

Cause

Datto AV installation and update failures are commonly caused by unsupported operating system versions, licensing issues, antivirus conflicts, Windows Defender conflicts on Windows Server, or missing prerequisites.

Resolution Steps

1. Record the exact error message, error code, or point at which the installation or update fails.
2. Verify that the endpoint meets the minimum system requirements for Datto AV. Review: https://edr.datto.com/help/Content/1-start/Hardware_and_operating_system_requirements.htm
3. Verify that a Datto AV license is available and assigned. Review license allocation and usage guidance: https://edr.datto.com/help/Content/09-navigating-admin-options/license-management.htm
4. Check for other antivirus or endpoint protection products and remove conflicting software using the vendor-supported process.
5. Windows: If the installer displays “This version of Windows is not supported by Datto AV”, verify the operating system meets supported requirements.
   Windows: If error 10615609 is displayed, verify that Windows Defender has been fully removed. See: https://edr.datto.com/help/Content/04-configuring-assigning-policies/datto-av-policy/removing-defender.htm 
   Windows: Verify required Windows updates are installed and Azure Code Signing requirements are met.
   macOS: Verify the device is running a supported version of macOS. See: https://edr.datto.com/help/Content/04-configuring-assigning-policies/datto-av-policy/Datto-AV-Mac-FAQ.htm 
   macOS: Verify Full Disk Access is enabled for the Datto EDR Agent and retry installation.
   macOS: If the issue persists, open a support ticket and include the error message, macOS version, device details, and troubleshooting performed.
   If the issue still occurs, escalate with the error message, operating system details, licensing status, installed security software, and troubleshooting already completed.

NOTE: Removing an antivirus product can temporarily leave an endpoint unprotected. Plan antivirus removal and Datto AV installation as a single maintenance activity whenever possible.

Tips and Tricks

• Determine whether the issue is an installation failure or an update failure before troubleshooting.
• Frequent causes include unsupported Windows builds, missing Azure Code Signing requirements, Windows
• Defender not being fully removed from Windows Server, and exhausted Datto AV license allocations.

Related Articles

• Hardware and operating system requirements - https://edr.datto.com/help/Content/1-start/Hardware_and_operating_system_requirements.htm
• License management - https://edr.datto.com/help/Content/09-navigating-admin-options/license-management.htm
• Removing Windows Defender when installing Datto AV - https://edr.datto.com/help/Content/04-configuring-assigning-policies/datto-av-policy/removing-defender.htm
• Datto AV for Mac FAQ - https://edr.datto.com/help/Content/04-configuring-assigning-policies/datto-av-policy/Datto-AV-Mac-FAQ.htm
• EDR v13426 release notes - https://edr.datto.com/help/Content/10-release-notes/v13426.htm

SME Validation Items

• Official list of supported conflicting third-party antivirus products (if maintained by Product Management).
• Comprehensive installation and update error code reference.
• Formal escalation workflow, if one exists beyond standard support escalation procedures.