Datto incident

Datto BCDR - Inconsistent Remote Device Web Access

Minor Resolved View vendor source →

Datto experienced a minor incident on April 7, 2026 affecting Device Web UI, lasting 2d. The incident has been resolved; the full update timeline is below.

Started
Apr 07, 2026, 06:16 PM UTC
Resolved
Apr 09, 2026, 06:48 PM UTC
Duration
2d
Detected by Pingoru
Apr 07, 2026, 06:16 PM UTC

Affected components

Device Web UI

Update timeline

  1. identified Apr 07, 2026, 06:16 PM UTC

    We are aware of a problem where BCDR users may experience intermittent performance degradation when accessing a device’s remote web interface. Please be advised that this behavior is transient in nature and is typically resolved by retrying the operation. The Kaseya R&D Team has identified the issue and is working towards a resolution. Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/

  2. identified Apr 08, 2026, 07:07 PM UTC

    The Kaseya R&D team has identified a fix and is currently estimating deployment by the end of this week.

  3. monitoring Apr 09, 2026, 03:06 PM UTC

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

  4. resolved Apr 09, 2026, 06:48 PM UTC

    This incident has been resolved.

  5. postmortem Apr 16, 2026, 07:49 PM UTC

    **BCDR - RLY Connections slow or failing - 2026-04-07** **Summary:** Between 2026-04-07 04:37 PM UTC and 2026-04-09 07:48 PM UTC, Some customers experienced intermittent performance degradation when accessing a device’s remote web interface. **Root Cause:** The incident was caused by a backend database table growing without limits alongside an inefficient background query that scanned the entire dataset. Over time, this placed a sustained load on the database. When a brief infrastructure disruption reduced capacity, the system could not recover quickly enough, leading to cascading database failures.` ` ‌ **Incident Timeline:** Add any major milestones we should disclose publicly * Identified: 2026-04-07 04:37 PM UTC * Public Notification to the Status Page: 2026-04-08 06:16 PM UTC * Resolved: 2026-04-09 07:48 PM UTC **Preventative Measures:** ` ` To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps: * To prevent a recurrence, we removed outdated and unnecessary historical records from the affected database, significantly reducing its size. * Implemented automatic data expiration for new records, ensuring the table remains within healthy bounds and does not grow unchecked in the future.