IT Glue Outage History

IT Glue experienced a service disruption affecting BMS US and UK regions from 10:15 AM to 10:39 AM ET on April 20th. The services were restored within 24 minutes, followed by a monitoring period until the incident was fully resolved at 1:20 PM ET.

The Datto EDR portal experienced access issues for US region customers due to elevated system load and infrastructure pressure, causing intermittent login errors and performance problems over a 71.5-hour period. The root cause was identified as unnecessary system activity creating excessive load on the platform, impacting portal responsiveness and stability. The incident was resolved through load reduction mitigations and infrastructure improvements deployed during a maintenance window.

Datto Workplace users in the US region experienced files becoming inaccessible after accessing them due to underlying latency conditions. The issue affected file availability and access functionality for users trying to work with their documents. The Kaseya R&D team implemented a fix after 18.5 hours and confirmed resolution following monitoring.

Kaseya Quote Manager experienced a major incident where users encountered server error messages when trying to access quotes. The issue prevented normal quote functionality for approximately 1.7 hours. The Kaseya R&D team implemented a fix and monitored the results before confirming full resolution.

A subset of Datto BCDR devices experienced remote access issues through Relay via both UI and CLI, while the devices continued to check in normally. The Kaseya R&D team investigated and resolved the incident within 23 minutes.

IT Glue's VSA10 service experienced degraded performance across all regions for approximately 5 days, with file transfer and remote control features being unavailable or malfunctioning. The incident affected a subset of VSA10 customers who were unable to use remote takeover functionality. The issue was resolved after the team identified the root cause and allowed time for agents to automatically update, with full service restoration confirmed on April 15th.

Datto Endpoint Backup for PC users paired with Cloud Siris 'use1-dtc-server-328263' experienced degraded performance resulting in slower-than-average backup and restore speeds. The Kaseya R&D Team identified the issue and worked towards a resolution. The incident lasted 11 minutes and has been resolved.

VSA10 experienced remote control issues that prevented administrators from managing endpoints, initially affecting the APAC region before expanding to all VSA10 regions. The incident lasted 6.7 hours before a fix was implemented and service was restored.

Kaseya Quote Manager experienced degraded performance and intermittent access issues across all regions for 1.8 hours. The development team implemented a fix to restore functionality. All systems were confirmed operational after monitoring to ensure stability.

Datto Backup for Microsoft Azure and Datto Endpoint Backup with Disaster Recovery devices experienced registration failures, preventing new devices from completing their setup process. The issue affected backup device registration across both Azure and endpoint disaster recovery services for approximately 24 hours. Kaseya's R&D team identified and implemented a fix, with the incident fully resolved after monitoring confirmed the solution was working properly.