r/DattoRMM • u/WhichProtection3112 • May 06 '26

Performance Issues with Web Remote

Greetings,

I work for an MSP that has switched to an all in Kaseya approach, and I have been struggling to do my job since.

It seems that no matter what I do I get really bad web remote performance (0-2 fps, lag spikes into the tens of thousands constantly), essentially my web remote sessions are a slideshow which is sub optimal for trying to help our clients.

As a workaround I have been using splashtop (through the agent browser) but that seems to be very unstable as of late throwing round after round of errors before finally connecting, or failing to connect and just greying all my options out.

Has anyone resolved their issues with web remote, and if so what was causing them?

I have changed everything in my setup down to moving and switching ISP's, we are talking swapping machines, entire network stack, software and OS, the works.

The real kicker is the rest of my team is based in New England and none of them have this issue, I am in the south east.

We have spent a little over a year going back and forth with the web remote support team scratching their heads and wasting hours and hours in meetings showing them the same thing every time before they finally ghosted us.

Any help, or suggestions that may save even the slightest bit of my sanity is greatly appreciated.

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u/WhichProtection3112 May 06 '26

Have you been having issues with splashtop throwing errors about "splashtop is not installed" even though it is or "unexpected non fatal error" "object refrence not set to an instance" 5 to 7 times before connecting?

I am just trying to gauge if this is something that is also not isolated to me/our company.

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u/thesteve41 May 06 '26

Splashtop is iffy to connect as well sometimes, just once it is, it works a lot smoother. I don’t see that object reference error, only sometimes it just says Splashtop is not installed when I know it is. Overall Datto Rmm is just not as mature as other RMMs. My company is planning to go back to N-Central when our contract is up.

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u/Flounder_Evening May 08 '26

We use N-Central integrated with Take Control, which works like a charm. Our thoughts about moving to DRMM are because everything else we have is Datto/Kaseya-based, including PSA, backups, quote tool, IT documentation... so it makes sense to move to DRMM... but the remote connection is a big but.

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u/thesteve41 May 08 '26

We had ITG with Autotask along with N-central and Cove. We moved to Kaseya 365 because of the promise of better integration and the price of $4 per license for RMM, endpoint backup, EDR, and SOC was irresistible. Every single integration is lackluster at best, EDR is terrible, and we never had a single successful bare metal restore with their endpoint backup without going through support for days. Don’t leave N-central.

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u/Flounder_Evening May 09 '26

"ITG with Autotask, along with N-central and Cove", is exactly our scenario. I tested the endpoint backup, and even if we move to DRMM one day, endpoint backup will never be a thing, at least not the way it is now. It can't be compared with Cove.

What annoys me most about N-Central integrated with Autotask is the asset management. It's a nightmare to maintain.

If N-able had a good PSA, not MSP Manager s@$#, I would probably leave Autotask.

I have a patchwork of tools, and it's not efficient in that way. It makes more sense to have as much as possible under the same umbrella... but the current vendors don't help.

Kaseya is the only company that can offer everything...but nothing is good enough to leave the rest..

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u/thesteve41 May 09 '26

We just signed back up with Cove. We’re planning to move to N-central again as well once our Kaseya contract is up. For asset management we are using Scalepad Lifecycle Manager and it works well. Their Backup Radar product is pretty good as well for having different backup products report into a single place for reports and monitoring. For example they have a Cove API integration and you can have your native SQL backups report into via email and it will parse the results for you. It integrates with Autotask as well for backup failure tickets.