Outage in IT Glue
Datto RMM - Merlot - Agents going offline
Resolved MajorIncident Report
Summary AI Generated
Datto RMM experienced a major incident lasting approximately 21 hours in which agents on the Merlot platform were appearing as offline. A fix was implemented after roughly four hours of investigation, followed by a monitoring period before full resolution. The incident was resolved on July 21, 2026.
We are currently receiving reports of Merlot agents appearing as offline. We are aware of this and we are investigating.
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Latest Updates ( sorted recent to last )
RESOLVED
about 5 hours ago - at 07/21/2026 10:06AM
This incident has been resolved.
MONITORING
about 23 hours ago - at 07/20/2026 04:48PM
A fix has been implemented and we are monitoring the results.
INVESTIGATING
1 day ago - at 07/20/2026 03:22PM
Investigation efforts are ongoing as our teams continue to work diligently on this issue.
INVESTIGATING
1 day ago - at 07/20/2026 12:54PM
We are currently receiving reports of Merlot agents appearing as offline. We are aware of this and we are investigating.
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