Outage in Kaseya

Datto Workplace & Datto File Protect - End users with 2FA SMS configured are not receiving SMS texts when accessing the Team Portal

Resolved Major
December 13, 2024 - Started 8 days ago - Lasted 3 days
Official incident page

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Outage Details

We are aware of a problem where Datto Workplace and Datto File Protect end users are not receiving their 2FA SMS when attempting to access the Team Portal. The Kaseya R&D Team has identified the issue and is working towards a resolution. In the interim, a workaround can be implemented to address the issue by resetting two-factor authentication and utilizing an authenticator app. The associated knowledge base article provides detailed instructions on how to complete this process : https://help.workplace.datto.com/managerhelp/Content/6_FAQs/General/Reset_2FA_for_User.htm Should you require assistance in executing this action, our Support team is available to help assist in implementing the workaround. Please submit a ticket with our Support team or contact them directly at 833-863-2237. Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/
Latest Updates ( sorted recent to last )
RESOLVED 5 days ago - at 12/16/2024 08:18PM

This incident has been resolved.

MONITORING 5 days ago - at 12/16/2024 05:53PM

A fix has been implemented and we are monitoring the results.

IDENTIFIED 8 days ago - at 12/13/2024 03:13PM

We are aware of a problem where Datto Workplace and Datto File Protect end users are not receiving their 2FA SMS when attempting to access the Team Portal.


The Kaseya R&D Team has identified the issue and is working towards a resolution.


In the interim, a workaround can be implemented to address the issue by resetting two-factor authentication and utilizing an authenticator app. The associated knowledge base article provides detailed instructions on how to complete this process : https://help.workplace.datto.com/managerhelp/Content/6_FAQs/General/Reset_2FA_for_User.htm


Should you require assistance in executing this action, our Support team is available to help assist in implementing the workaround. Please submit a ticket with our Support team or contact them directly at 833-863-2237.


Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/

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