IT Glue Outage History

Users experienced intermittent error messages when navigating the Autotask PSA UI across multiple regions (LR, UKLR, UK01, UK02, UK03, EU1, DE1) for 6.1 hours. A workaround was provided allowing users to reset their account settings to prevent the errors, though this reset various user preferences including column choosers and notification defaults. The issue was ultimately resolved with a permanent fix implemented by the Kaseya R&D team.

Datto SaaS Protection partners experienced a 3.2-hour outage that prevented them from onboarding new tenants and accessing the status page within the Datto Partner Portal, which returned 500 errors. The Kaseya R&D team identified the root cause and deployed a fix to restore both the onboarding functionality and Partner Portal status page access.

Customers hosted on node 'use1-bfyii-126' experienced a disruption to their Datto SaaS Protection services for approximately 66 hours. The Kaseya R&D team implemented a fix to restore services and monitored the resolution. The incident was fully resolved after the monitoring period confirmed service stability.

IT Glue experienced an issue where Endpoint Backup v2 assets showed incorrect last backup timestamps, causing false-positive backup threshold alerts in UniView. The problem was a visual display anomaly that did not affect actual backup performance. The issue was resolved after 27.6 hours with a fix implemented by the Kaseya R&D team.

DattoRMM's Vidal platform experienced an issue where online BCDR devices were incorrectly displaying as offline through the Datto Continuity integration. The Kaseya R&D team identified the root cause and implemented a fix after 24 hours of monitoring. The incident was fully resolved with devices properly reporting their online status.

Datto SaaS Protection experienced a major service disruption lasting 96.5 hours that affected customers hosted on pod 'gbe2-saas-p1', impacting backup success rates. The R&D team identified and implemented fixes to address the issue, with backup success rate metrics gradually returning to normal. The incident was fully resolved after monitoring confirmed stable service restoration.

DSE subscribers were unable to access SafeCheck due to an API issue that affected multiple partners. The outage lasted 1.3 hours and prevented users from using the SafeCheck service. The Datto Networking R&D team implemented a fix that resolved the access issues for all affected subscribers.

IT Glue's Endpoint Backup v2 service experienced an issue where last backup timestamps failed to update correctly, causing false-positive backup threshold alerts in UniView. The problem affected backup monitoring accuracy and alert reliability for approximately 94 hours. Kaseya's R&D team implemented a fix and monitored the results before resolving the incident.

IT Glue experienced payment processing issues affecting KaseyaOne & Kaseya Store due to American Express transaction failures caused by extended maintenance on the American Express network. The incident specifically impacted American Express transactions, with users advised to use alternative payment methods or retry failed transactions after maintenance completion. The payment provider issue was resolved after 1.9 hours of monitoring and coordination with American Express.

Datto Workplace and Datto File Protection portals in the US region became inaccessible, preventing users from logging in through the main URLs while customers in other regions could only access login pages through subdomains. The incident lasted approximately 124.6 hours before the R&D team successfully mitigated the issue and restored access to all affected pages. The service was fully resolved after a monitoring period to ensure stability.