Datto BCDR - Inconsistent Remote Device Web Access

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and impact of similar incidents in the future, we are taking the following steps: * To prevent a recurrence, we removed outdated and unnecessary historical records from the affected database, significantly reducing its size.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.