Datto Networking - Datto Secure Edge - Users Can Experience Throttling Despite Remaining Below The Pooled Data Cap

Update timeline

1. investigating Sep 17, 2026, 04:05 PM UTC

   We are aware of a problem where Datto Networking users are experiencing throttling despite the network's pooled data cap remaining below the configured threshold. The Kaseya Engineering Team is currently investigating this issue and working towards a resolution. Should you need any additional questions or require assistance, please contact our support team at https://helpdesk.kaseya.com/hc/en-gb#/contact Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/

2. monitoring Sep 17, 2026, 08:57 PM UTC

   We have identified the root cause of the issue regarding Datto Networking users experiencing throttling despite the network's pooled data cap remaining below the configured threshold. We are currently monitoring for any new individual cases, however the issue is currently resolved. Should you need any additional questions or require assistance, please contact our support team at https://helpdesk.kaseya.com/hc/en-gb#/contact

3. resolved Sep 18, 2026, 03:39 PM UTC

   This incident has been resolved.

4. postmortem Oct 01, 2026, 12:55 PM UTC

   **Datto Networking - DSE Subscribers Throttled Prematurely Despite Available Pooled Data – 2026-09-17** **Summary:** Between **2026-09-17 02:00 PM UTC** and **2026-09-17 05:00 PM UTC**, **Datto** **Secure Edge** users experienced throttling despite the network's pooled data cap remaining below the configured threshold. **Root Cause:** A subset of users experienced service disruptions during transaction processing, resulting in intermittent access failures and degraded performance. The issue was caused by a temporary misalignment in service controls during a platform transition, which led to unexpected capacity constraints affecting a portion of subscribers. The condition was fully resolved following the deployment of the updated service architecture, which aligned resource management and eliminated the identified risk exposure. **Incident Timeline:** * Identified: **2026-09-17 02:00 PM UTC** * Public Notification: **2026-09-17 04:05 PM UTC** * Resolved: **2026-09-17 05:00 PM UTC** **Preventative Measures:** To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps. * Integrate deployment sequencing and migration risk reviews into release planning for changes involving data transitions or dependent services to reduce implementation risk and service impact. * Implement post-deployment validation and monitoring to identify unexpected service restrictions and ensure resources are allocated appropriately to eligible users.