Troubleshooting Datto EDR Policies That Do Not Apply or Persist

Issue ID: EDR-11
Applies to: Datto EDR
Environment: Windows, macOS
KB type: Troubleshooting

Overview

This article provides troubleshooting guidance for situations where a Datto EDR policy change does not apply to an endpoint or does not persist after being applied. This includes policy changes that are not reflected on endpoints or settings that unexpectedly revert.

Symptoms

• A policy change made in the Datto EDR console is not reflected on the affected endpoint.
• A policy setting reverts to its previous value after being changed.
• A newly assigned policy does not apply to the endpoint.

Possible Causes

• The endpoint is assigned to a different policy because of device group hierarchy or policy precedence. Refer to Creating device groups.
• The endpoint has not checked in since the policy was updated.
• There is a delay between the Datto EDR console and the endpoint receiving the updated policy.

Troubleshooting Steps

1. Record the issue.
   • Record the expected policy setting.
   • Identify the affected endpoint(s).
   • Note when the policy change was made.
2. Verify the assigned policy.
   • Confirm which policy is assigned to the affected endpoint.
   • Review device group membership and policy inheritance to ensure the expected policy is being applied.
3. Verify agent connectivity.
   • Confirm the endpoint has checked in since the policy change.
   • If the endpoint has not checked in, restart the endpoint and verify the agent reconnects.
4. Refresh the policy.
   • Datto EDR does not provide a manual policy synchronization option.
   • As a workaround, make a minor change to the policy, save it, then revert the change and save it again. This may trigger the endpoint to retrieve the updated policy.
5. Contact Kaseya Support if the issue persists.
   • Collect the Datto EDR agent logs from the affected endpoint. Refer to Accessing agent log files. 
   • Record the URL of the affected policy.
   • Provide a summary of the troubleshooting completed.

Important Notes

• Always verify which policy is assigned to the endpoint before assuming the edited policy is in effect. Policy precedence is a common cause of unexpected behavior.
• If only endpoints deployed using unsupported installation methods are affected, redeploy the agent using a supported deployment method before contacting Kaseya Support.

Related Articles

• EDR policy troubleshooting interference
• Datto EDR scope of support