Syncro Outage History

Syncro experienced delays in RMM background tasks affecting asset synchronization, script history reporting, and general asset activity updates. While scripts continued executing normally on endpoints, newly deployed assets took longer to appear in the platform and script run details were delayed in the dashboard. The issue was resolved after 1 hour through a deployed update that improved RMM background performance.

Syncro experienced an issue where ticket custom fields would appear blank when editing existing tickets, causing previous field values to be permanently overwritten with blank data if the ticket was saved while in this state. The problem affected the ticket editing functionality and data integrity for custom fields. The issue was resolved after 20.4 hours with custom fields now populating correctly on the ticket edit screen.

Syncro's Splashtop Attended Access feature experienced connection failures where remote users weren't receiving permission prompts, causing sessions to timeout with "The user at the computer refused the connection" errors. Users could work around the issue by temporarily disabling the 'Require Client Permission For Remote Access' setting in Policy configurations. The incident was resolved after 3.3 hours with engineering identifying and fixing the root cause.

The Syncro End User Portal experienced an issue where users encountered a blank white page after logging in, preventing access to portal content. The problem affected user access to the portal for 1.4 hours while the engineering team investigated the root cause. A fix was implemented and initial validation confirmed the portal returned to normal functionality, with ongoing monitoring to ensure continued stability.

Syncro performed scheduled maintenance on their presence servers on April 11, causing assets to appear offline intermittently during server restarts. To prevent false notifications, the offline alerts feature was temporarily paused during the maintenance window. The maintenance was completed as planned with limited downtime impact.

Syncro experienced a 39.6-hour incident where invoices failed to sync properly with QuickBooks, affecting newly created invoices, recurring invoices, and payment syncs created after March 25th, 2026. The issue was identified as being related to custom sales tax rate settings, with users experiencing delays and errors during the sync process. The problem was resolved by fixing the custom tax rate functionality, with a temporary workaround of using 0% tax rates provided during the incident.

Syncro experienced delays in RMM background tasks for 8.5 hours, affecting asset synchronization, script history visibility, and general asset activity updates in the dashboard. While scripts continued executing on endpoints successfully, newly deployed assets took longer to appear in the platform and script run details were delayed. The issue was resolved through a deployed update that improved RMM background performance.

Syncro performed scheduled maintenance on their presence servers on March 21, causing assets to appear offline intermittently during server restarts. The company proactively disabled offline alerts during the 70.7-hour maintenance window to prevent false notifications from being triggered.

Syncro performed scheduled maintenance on their RMM Agent Update Servers and Backgrounding Tools service on Saturday, March 14, 2026. During the maintenance window, partners experienced intermittent issues downloading agent installers and installing new agents, while the Backgrounding Tools service was temporarily affected. Existing deployed agents continued to operate normally without impact.