Troubleshooting the Support Assistant for Barracuda RMM

• In Service Center, select Service Delivery

• Expand Policies

• Click on Support Assistant

• Select your Support Assistant Policy

• Navigate to Excluded Devices

• Click on Add

• Select the devices you wish to refresh and then Close

• Wait 60 minutes for the commands to pass to the devices

• Go back into Excluded Devices and remove the devices

• In Service Center, select Service Delivery

• Expand Policies

• Click on Support Assistant

• Select the check box beside your Support Assistant Policy

• Then click Delete

  • If you intend to recreate the policy, please allow 60 minutes to expire before creating the policy.

This issues the command across the OM and DMs to remove the Support Assistant to all associated devices on the next reboot of the device.

For Onsite Manager managed devices, the Support Assistant can be removed from add or remove programs if it does not delete from the device.