Outage in IT Glue
Datto AV – Behavioral Detection Update
Resolved MinorIncident Report
Summary AI Generated
Datto AV's behavioral detection component was incorrectly quarantining legitimate files during endpoint startup before policy settings were fully applied, with quarantined files not generating console alerts and being unable to be restored directly from the portal. The issue had low probability but affected customer environments when it occurred. A fix was developed and deployed on April 2nd to prevent the behavioral detection module from activating during startup, with the resolution applied during scheduled maintenance windows.
We are aware of a low-frequency issue where certain legitimate files may be unexpectedly quarantined by a behavioral detection component.
What’s happening
In rare cases, a behavioral detection module may briefly activate during endpoint startup before policy settings are fully applied. During this short window, files that would normally be allowed may be flagged and quarantined.
Customer impact
Low probability, but non-zero
Quarantined files may not generate alerts in the console
Files cannot currently be restored directly from the portal
What we’re doing
Implementing a fix to ensure this component does not activate during startup
Rolling out updates in a controlled manner
Actively monitoring to ensure the issue is fully resolved
What you should do
If you believe this has impacted your environment:
Contact Support
Our team can assist with restoring files from quarantine
!!! Important !!!
Do not remove AV licenses from affected devices, as this may result in permanent deletion of quarantined files.
Next update
We will share progress as rollout completes and the fix is fully deployed.
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Latest Updates ( sorted recent to last )
RESOLVED
20 days ago - at 04/03/2026 01:24PM
A fix was deployed 4/2/26 after 11pm and will install to agents during the next set maintenance window.
IDENTIFIED
21 days ago - at 04/02/2026 03:03PM
A fix has been developed and this will be released tonight, after 12am(EST) and applied during your next set maintenance window.
IDENTIFIED
22 days ago - at 04/01/2026 04:53PM
We are aware of a low-frequency issue where certain legitimate files may be unexpectedly quarantined by a behavioral detection component.
What’s happening
In rare cases, a behavioral detection module may briefly activate during endpoint startup before policy settings are fully applied. During this short window, files that would normally be allowed may be flagged and quarantined.
Customer impact
Low probability, but non-zero
Quarantined files may not generate alerts in the console
Files cannot currently be restored directly from the portal
What we’re doing
Implementing a fix to ensure this component does not activate during startup
Rolling out updates in a controlled manner
Actively monitoring to ensure the issue is fully resolved
What you should do
If you believe this has impacted your environment:
Contact Support
Our team can assist with restoring files from quarantine
!!! Important !!!
Do not remove AV licenses from affected devices, as this may result in permanent deletion of quarantined files.
Next update
We will share progress as rollout completes and the fix is fully deployed.
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