Datto Incident History

1. monitoringSep 16 · 23:01 UTC

   A fix has been implemented and we are monitoring the results.

Reported by Datto on their status page.

1. resolvedSep 16 · 16:28 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedSep 15 · 15:38 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. InvestigatingSep 15 · 13:02 UTC

   We are aware of a problem where Datto BCDR users paired to Server3188 in the Canada region are experiencing degraded offsite capabilities.The Kaseya Engineering Team is currently investigating the issue and working towards a resolution.Should you need any additional questions or require assistance, please contact our support team at https://helpdesk.kaseya.com/hc/en-gb#/contactSubscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/

Reported by Datto on their status page.

1. resolvedSep 14 · 18:47 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. ResolvedSep 14 · 18:47 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedSep 14 · 14:03 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. ResolvedSep 14 · 14:03 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedSep 14 · 17:53 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. ResolvedSep 14 · 17:53 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedSep 9 · 12:54 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. ResolvedSep 9 · 12:54 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. identifiedSep 9 · 12:54 UTC

   The issue has been identified and a fix is being implemented.

Reported by Datto on their status page.

1. IdentifiedSep 9 · 12:54 UTC

   The issue has been identified and a fix is being implemented.

Reported by Datto on their status page.

1. UpdateSep 14 · 18:10 UTC

   The maintenance window for the planned migration from Exchange Web Services (EWS) to Microsoft Graph APIs has been extended through Sunday, September 20, 2026, to allow additional time for completion and validation activities.The R&D team has made significant progress and remains focused on completing the remaining migration tasks while ensuring service stability and backup reliability. Backup cadence remains temporarily adjusted for select Microsoft 365 workloads during this period.Customers may continue to experience temporary backup performance degradation for Exchange services, as well as reduced backup activity for SharePoint, Teams, and OneDrive.We will continue to provide updates as progress is made and appreciate your patience while this work is completed.

Reported by Datto on their status page.

1. resolvedSep 4 · 14:06 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. ResolvedSep 4 · 14:06 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedSep 2 · 23:17 UTC

   The issue preventing Secure Edge administrators from viewing recent usage information within Datto Network Manager has been resolved. Queued data has finished processing, and usage metrics are now available as expected. We appreciate your patience while we worked through this issue. Subscribe to the Kaseya Status Page for up to date information at https://status.kaseya.com/

Reported by Datto on their status page.

1. ResolvedSep 2 · 23:17 UTC

   The issue preventing Secure Edge administrators from viewing recent usage information within Datto Network Manager has been resolved.Queued data has finished processing, and usage metrics are now available as expected. We appreciate your patience while we worked through this issue.Subscribe to the Kaseya Status Page for up to date information at https://status.kaseya.com/

Reported by Datto on their status page.

1. resolvedSep 11 · 15:06 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. ResolvedSep 11 · 15:06 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. CompletedSep 8 · 22:30 UTC

   The scheduled maintenance has been completed.

Reported by Datto on their status page.

1. CompletedSep 4 · 00:30 UTC

   The scheduled maintenance has been completed.

Reported by Datto on their status page.

1. resolvedSep 8 · 16:26 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. ResolvedSep 8 · 16:26 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedSep 2 · 10:11 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. ResolvedSep 2 · 10:11 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedSep 1 · 13:27 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. ResolvedSep 1 · 13:27 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedSep 1 · 15:56 UTC

   The issue affecting access to the Datto RMM Vidal platform has been resolved.

Reported by Datto on their status page.

1. ResolvedSep 1 · 15:56 UTC

   The issue affecting access to the Datto RMM Vidal platform has been resolved.

Reported by Datto on their status page.

1. resolvedAug 31 · 17:34 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedAug 31 · 13:40 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedAug 31 · 20:11 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. postmortemSep 8 · 21:21 UTC

   Datto EDR - Mass Detection on Windows Behavior – 2026-08-27 

   Summary 

   Between 2026-08-27 08:00 UTC and 2026-08-27 16:00 UTC, Datto EDR customers experienced an elevated volume of detections generated by the Possible Shim Database Persistence via sdbinst.exe detection rule. The increase in alerts created additional operational overhead for customers and analysts reviewing alerts. No service outage occurred, and endpoint protection functionality remained operational throughout the event. The issue was resolved after the detection rule was updated to account for a newly observed legitimate Windows operating system behavior.  

   Root Cause 

   A legitimate Microsoft Windows behavior involving sdbinst.exe and the file path C:\Windows\appcompat\cloudsdb\apppatch.sdb was not covered by the existing exclusions within a Datto EDR detection rule. A change in Microsoft's behavior matched the criteria of the rule Possible Shim Database Persistence via sdbinst.exe, resulting in a higher-than-expected volume of detections. The rule logic was updated to properly account for the newly observed behavior and eliminate the unintended detections.  

   Incident Timeline 

   • Identified: 2026-08-27 08:00 UTC (customer reports and alert volume increase identified)  

   • Public Notification: 2026-08-27 11:00 UTC (incident escalated to Product and Detection Engineering teams and communications initiated)  

   • Resolved: 2026-08-27 16:00 UTC (updated rule deployed and alert volume returned to expected levels)  

   Preventative Measures 

   To reduce the likelihood and impact of similar incidents in the future, we are implementing the following improvements: 

   Enhancements to Monitoring and Alerting 

   • Implement monitoring and baselining for individual detection rules to identify abnormal spikes in alert volume more rapidly. 

   • Develop internal metrics that provide visibility into detection trends and anomalous rule behavior before large-scale customer impact occurs.  

   Enhancements to Incident Management and Response 

   • Improve escalation workflows for significant detection-volume increases to ensure appropriate engineering resources are engaged as quickly as possible. 

   • Continue refining response procedures for detection-rule tuning and validation when unexpected platform or operating system behavior changes are observed.  

   Detection Content Improvements 

   • Enhance detection engineering review processes to account for evolving operating system behaviors and newly introduced legitimate execution patterns. 

   • Expand validation and exclusion testing for detection rules where operating system updates may introduce behavior changes that resemble suspicious activity.  

    

   Customer Impact 

   • Product Affected: Datto EDR 

   • Impact Type: Increased detection volume / mass alerts 

   • Service Availability: No outage 

   • Security Protection Status: Protection remained active and operational 

   • Customer Impact: Customers experienced increased alert volume requiring additional review and operational effort.  

   This incident has been fully resolved, and Datto EDR continues to operate normally.

Reported by Datto on their status page.

1. ResolvedSep 3 · 15:28 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedAug 28 · 18:18 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedAug 31 · 13:43 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedSep 3 · 16:44 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. ResolvedSep 3 · 16:44 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedAug 25 · 16:34 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedAug 22 · 14:50 UTC

   Changes made by the Kaseya R&D team have proven successful and full functionality has been restored. The issue is now considered resolved.

Reported by Datto on their status page.

1. resolvedAug 28 · 18:43 UTC

   The issue affecting Activity Log performance on the Vidal Platform following the 15.1 release has been resolved. The Kaseya Engineering Team implemented a fix and has confirmed that Activity Logs are loading as expected after monitoring the platform to ensure ongoing stability and performance. Should you have any additional questions or require assistance, please contact our support team at https://helpdesk.kaseya.com/hc/en-gb#/contact Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/

Reported by Datto on their status page.

1. resolvedAug 19 · 20:08 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedAug 20 · 12:38 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedAug 24 · 18:02 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. monitoringSep 16 · 20:21 UTC

   Microsoft Graph API enablement has been completed across all SaaS Protection V3 pods globally, with V2 node rollout progressing and expected to finish this week. Our R&D team is actively monitoring performance, addressing issues impacting a small number of V3 pods, and implementing ongoing optimizations. Migration from EWS to Microsoft Graph continues to advance, with completion currently expected by the end of September. During this transition, some customers may continue to experience temporary backup performance degradation for M365 services while migration activities remain in progress.

Reported by Datto on their status page.

1. UpdateSep 14 · 18:23 UTC

   Backup success rate metrics across M365 services in all regions have remained consistent as our R&D team continues migration-related optimization efforts and monitors overall service health and performance.While migration activities completed to date have delivered positive results, additional optimization work has been identified during ongoing monitoring efforts. To ensure these items are addressed appropriately, the maintenance window has been tentatively extended through Sunday, September 20, 2026.Some customers may continue to experience backup performance impacts affecting select Microsoft 365 services while this work remains ongoing.The R&D team remains actively engaged and focused on further improving backup performance and reliability while minimizing customer impact. We appreciate your continued patience and will provide further updates as work progresses.

Reported by Datto on their status page.

1. postmortemAug 19 · 15:27 UTC

   [Datto Endpoint Backup for PC]  

   A performance degradation event affected the Datto Endpoint Backup for PC Server service, impacting service responsiveness and availability – 2026-07-31 

   ‌

   Summary: Between 2026-07-31 05:30 PM UTC and 2026-08-05 07:30 PM UTC, Datto Endpoint Backup for PC customers hosted on Cloud Siris 215069 encountered reduced performance and intermittent issues with offsite capabilities. 

     

   Root Cause:  

   The service interruption resulted from a hardware failure. Recovery activities were conducted with a focus on maintaining service integrity and minimizing potential impact. Following restoration of service, a review was completed and improvement actions have been identified to further enhance recovery processes. 

    

   Incident Timeline:  

   • Identified: 2026-07-31 05:30 PM UTC  

   • Public Notification: 2026-07-31 05:34 PM UTC  

   • Resolved: 2026-08-05 07:30 PM UTC  

     

   Preventative Measures: To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps.  

   • Create standardized documentation for system restoration workflows and conduct process reviews with key technical and operational teams to ensure effective execution, knowledge sharing, and continuous improvement. 

   • Establish a centralized and well-documented catalog of monitoring alerts and designated response teams to improve operational visibility, accountability, and incident management.

Reported by Datto on their status page.