Kaseya's official status page reported an ongoing Datto RMM macOS agent connectivity issue affecting Datto RMM platforms, including US East and US West. In an October 3 update, the company said newly installed macOS agent installations were unable to establish connectivity, existing production macOS agents should remain online, and a restarted Mac may not restart the agent, which can leave the device offline in Datto RMM.
Kaseya also advised customers to avoid unnecessary reboots of managed macOS devices and postpone new macOS agent deployments until a resolution is available. That is not just a vendor-status detail. For a business owner, it turns endpoint monitoring into an accountability question.
Why this matters beyond one vendor notice
Remote monitoring and management tools are often the quiet plumbing behind managed IT support. They help an MSP or internal IT team see devices, apply updates, run scripts, check alerts, and confirm whether endpoints are still reporting in. When that visibility is interrupted, even temporarily, the business needs to know what changed and what did not.
This does not mean every Mac is unprotected or that every user is exposed. The status update says existing production macOS agents should remain online. The practical issue is narrower and more operational: new Mac enrollments may not connect, and a Mac that is restarted may come back without the RMM agent running. That can create blind spots unless someone is tracking them.
The owner-level decision
The business decision is whether to pause routine Mac reboots, new deployments, and nonessential macOS changes until the provider can confirm visibility. That decision should not live only inside an IT ticket. It affects scheduling, support expectations, onboarding, and the evidence a business receives from its provider.
For New Jersey offices, professional firms, schools, nonprofits, and healthcare practices with a mix of Windows and Mac devices, the important question is simple: which devices are still visible, and how does the provider know?
Questions to ask your MSP or IT provider
- Do we use Datto RMM or another Kaseya tool to monitor any macOS devices?
- Which managed Macs checked in successfully after the latest status update?
- Are any new Mac deployments, replacements, or onboarding tasks being postponed?
- Should users avoid restarting managed Macs unless support approves it?
- If a Mac drops offline in the RMM console, what alternate process will confirm its status?
- How will exceptions be documented until the vendor incident is resolved?
A practical next step
Ask for a short device visibility report, not a long technical explanation. The report should identify affected Mac devices, note any paused deployments, and explain how support will handle devices that do not appear in the RMM console. If the provider says there is no impact, ask for the evidence behind that answer.
Good managed IT support is not measured only by whether a vendor incident happens. It is measured by how quickly the provider translates that incident into clear business guidance. In this case, the guidance starts with managed Mac visibility, reboot timing, and a record of what was checked while the tool vendor works on the fix.
Sources and further reading
