IT Glue Outage History

Datto Endpoint Backup for PC experienced degraded offsite performance on server 'gbe2-dtc-server-157' in the UK region, affecting users paired to that specific server. The Kaseya R&D Team identified and implemented a fix after 3.4 hours, with the incident fully resolved following a monitoring period.

Device filters on Datto RMM's Merlot and Pinotage systems failed to load, displaying "Device Filter results were not able to be returned" error messages to users. The issue prevented users from accessing filtered device results within the RMM platform. The problem was resolved after 2.9 hours when the Kaseya R&D team implemented a fix and confirmed the system was functioning normally.

Datto SaaS Protection experienced backup performance degradation affecting customers on pods 'use1-saas-p7' and 'use1-saas-p8', with all backups impacted by reduced success rates. The R&D team identified the root cause and implemented fixes, with pod 'use1-saas-p7' recovering first followed by pod 'use1-saas-p8'. The incident was fully resolved after 74.6 hours with backup success rates returning to normal levels on both pods.

Agent-based alerts failed to generate on the Datto RMM Merlot platform for 3.1 hours, preventing users from receiving critical system notifications. The Kaseya R&D team identified and fixed the root cause, restoring real-time alert creation and processing previously missed alerts within 2 hours of resolution.

Datto SaaS Protection experienced backup performance degradation for SharePoint and Teams services affecting customers on pod 'use1-saas-p5' over a 26.4-hour period. The Kaseya R&D team identified the root cause and implemented a fix, with backup success rates gradually improving. The incident was fully resolved with backups processing normally and continued monitoring confirming complete recovery.

IT Glue's Endpoint Backup v2 service experienced a major outage where registration, backup, and restore requests failed to initiate successfully. The incident affected all backup operations for approximately 1.3 hours before being resolved by the Kaseya R&D team.

Datto SaaS Protection experienced backup performance degradation on pod 'use1-saas-p9', causing delayed backup processing for affected customers. The R&D team worked to ensure daily backups were still completed within the 24-hour window during the degradation. Operations were restored after 9 hours, with continued monitoring to ensure full recovery.

Datto Networking DNA devices experienced a configuration issue where their dynamic DNS records were resolving to incorrect private IP addresses instead of the proper addresses. This affected connectivity and access to these networking devices for approximately 27.7 hours. The Kaseya R&D team identified the root cause, implemented a fix, and monitored the resolution until the incident was fully resolved.

Datto BCDR users in the Germany region on server3818 experienced reduced offsite performance for approximately 11 days. The Kaseya R&D team identified the root cause and implemented a fix, which was monitored for several days before the incident was fully resolved.

Datto RMM experienced delays in job and audit execution on the Zinfandel platform for 1.4 hours. The Kaseya R&D team investigated and implemented a fix, with the incident being resolved after a monitoring period.