Datto Incident History

1. investigatingOct 29 · 19:57 UTC

   We are aware of a problem where Datto BCDR users in the UK region may experience degraded offsite performance, potentially impacting synchronization operations. The Kaseya Engineering Team is 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#/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. monitoringOct 29 · 15:13 UTC

   Our engineering team has identified the issue and is monitoring the fix. Some PDF files, were incorrectly flagged as PHISH/PDF.Agent. A specific detection rule has been disabled in VDF 8.21.8.130, deployed October 28, 2026. The rest of the PHISH detection category remains active. We are monitoring to confirm new false positives have stopped. Files that have already been quarantined must be restored manually.

Reported by Datto on their status page.

1. resolvedOct 26 · 20:43 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedOct 26 · 20:02 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedOct 26 · 19:33 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedOct 26 · 21:24 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedOct 26 · 21:12 UTC

   This incident is now resolved after the Kaseya R&D team restored prior device filter functionality with an update over the weekend If you paused any scheduled jobs or policies as a precaution, it is now safe to resume them.

Reported by Datto on their status page.

1. resolvedOct 22 · 18:26 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedOct 19 · 13:00 UTC

   We are aware of a problem where Datto Partner Portal users experienced an error when attempting to access the Datto Partner Portal. The Kaseya Engineering Team has implemented a resolution and user access has been restored. Should you need 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. resolvedOct 23 · 17:53 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedOct 6 · 08:11 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedOct 6 · 15:41 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. resolvedOct 21 · 18:13 UTC

   The Kaseya R&D team has completed the deployment of Datto RMM agent version 15.1.4 across all platforms. With the updated agent build now available across all platforms, we are marking this status page as Resolved. Some macOS agents may still require additional attention to complete the update or return to an online state. Partners should review the help article referenced in the 15.1.4 release notes for guidance on identifying and remediating affected agents. If additional assistance is required after following the recommended steps, please contact Support. Release notes: https://rmm.datto.com/help/en/Content/0HOME/ReleaseNotes/2026/ReleaseNotesDattoRMMv15.1.4.htm

Reported by Datto on their status page.

1. monitoringOct 27 · 19:50 UTC

   All Microsoft 365 workloads continue to be backed up three times per day across all SaaS Protection environments. Backup performance and success rates remain stable for the vast majority of customers as ongoing post-Microsoft Graph migration improvements continue to be deployed. Recent enhancements include improved handling of Microsoft 365 API throttling and additional optimizations to backup processing efficiency, helping to reduce failures, improve recovery from service limitations, and enhance overall backup reliability. These improvements are being rolled out across all environments. Engineering teams are also actively addressing several remaining issues affecting a subset of Microsoft 365 backups and continue to develop and deploy additional enhancements to further improve performance, consistency, and backup completion rates. While these improvements and optimizations continue to be implemented, a subset of customers across multiple regions may still experience delayed or missed backups, or backups that complete with some individual items not backed up. Recent changes have driven continued progress, and teams remain focused on further improving consistency, reliability, and overall platform performance.

Reported by Datto on their status page.

1. resolvedOct 12 · 16:42 UTC

   This incident has been resolved.

Reported by Datto on their status page.

1. postmortemOct 20 · 13:41 UTC

   Root Cause Analysis: Vidal Platform Access Issues from East US Locations 

   Summary 

   On September 1, 2026, between 10:00 UTC and 12:35 UTC, some customers accessing the Vidal platform from East US locations were unable to access the service. The issue was detected at 10:00 UTC following customer reports and internal observations. Service accessibility was restored after the affected cached content was invalidated. 

   Root Cause 

   The issue occurred during a platform deployment when requests were temporarily distributed between the previous and newly deployed application versions. Under certain conditions, the application attempted to retrieve a web asset that was not available in the version handling the request. The resulting response was then stored in cache, preventing affected users from successfully loading the Vidal platform. 

   Incident Timeline 

   • Identified: September 1, 2026, at 10:00 UTC 

   • Public notification: September 1, 2026, at 11:37 UTC 

   • Resolved: September 1, 2026, at 12:35 UTC 

   Preventative Measures 

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

   • Enhancements to Application Response Handling: We have updated the application to return an appropriate response when a requested web asset is unavailable, preventing an incorrect response from being cached. This corrective change has been completed. 

   • Enhancements to Cache Management: We have refined our current process on how unavailable application assets are handled so that missing content is not stored in the cache and subsequently returned to users. 

   • Enhancements to Post-Deployment Validation: Further strengthen our current post-deployment validation to verify platform accessibility from multiple network paths and locations immediately following a deployment. 

   • Enhancements to Monitoring and Alerting: Expand the existing monitoring to identify platform accessibility issues quicker. 

   • Enhancements to Incident Response: Enhance current documentation to include additional relevant post-deployment symptoms, potential causes, and validated remediation steps to support faster diagnosis and recovery if similar behavior is observed.

Reported by Datto on their status page.