Datto incident
Datto Workplace AU5 - Agents are unable to connect and sync data; files cannot be created and/or saved in Workplace Online
Datto experienced a major incident on May 5, 2026 affecting AU5, lasting 1d 4h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 05, 2026, 08:27 AM UTC
We are currently investigating an issue impacting partners on AU5 cell, where connections and data syncs are failing. Affected partners may see server errors in applications, no files appearing on the VFS agent, or connection failures on the V8 agent. At this time, other regions are not affected. Subscribe to the Kaseya Status Page for up to date information at https://status.kaseya.com/
- investigating May 05, 2026, 11:14 AM UTC
The R&D and Infrastructure teams are continuing to investigate the cause of the issue.
- monitoring May 05, 2026, 01:50 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved May 06, 2026, 12:45 PM UTC
This incident has been resolved.
- postmortem Jun 25, 2026, 03:43 PM UTC
**Datto Workplace - AU5 Clients agents are getting a "Server error" and is failing to connect to the cloud – 2026-05-05** **Summary:** Between May 5, 2026 at 08:00 UTC and May 6, 2026 at 09:30 PM UTC, some Datto Workplace customers hosted in the AU5 environment experienced issues accessing files. During this time, users may have seen a “Server error” message when using the Workplace desktop agent or Workplace Online, preventing access to certain files stored in the cloud. **Root Cause:** The issue was caused by an outdated component that unintentionally remained in use following a recent service update. Over time, this component experienced degraded performance and eventually became unavailable, which disrupted connectivity for some users. Once identified, our engineering team promptly removed the outdated component and restored normal service. Connectivity was fully recovered on May 6, 2026, at 09:30 PM UTC. **Incident Timeline:** * Identified: **2026-05-05 08:00 AM UTC** * Public Notification: **2026-05-05 9:27 PM UTC** * Resolved: **2026-05-06 09:30 PM UTC** **Preventative Measures:** To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps. * We are taking steps to ensure similar components are fully retired during future updates to prevent recurrence.