Datto RMM - Merlot - Agent-based alerts are not being raised on the platform

Update timeline

1. investigating Mar 20, 2026, 10:48 AM UTC

   We are aware of a problem where Agent-based alerts are not being raised on the platform for Datto RMM on the Merlot platform The Kaseya R&D Team are aware of the issue and are investigating the root cause. Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/

2. monitoring Mar 20, 2026, 12:21 PM UTC

   The R&D team identified the cause of the issue and implemented a fix. New alerts are now creating on the platform in real time, and previous alerts impacted by this issue are being processed and will be raised in the accounts within the next 2 hours.

3. resolved Mar 20, 2026, 01:54 PM UTC

   This incident has been resolved.

4. postmortem Apr 30, 2026, 07:53 AM UTC

   **Summary:** Between approximately 23:00 UTC on 18 March 2026 and 12:07 UTC on 20 March 2026, partners on the Merlot \(EU2\) platform experienced an issue whereby alerts raised by devices were not processed by the service and did not appear in the Web Application within their accounts. **Root Cause:** The root cause was identified as a defect in the alert-processing mechanism, which prevented the service from processing alerts containing certain special characters. When alert processing fails, a retry mechanism is triggered to attempt reprocessing a set number of times. However, an additional defect caused the retry mechanism to enter an infinite loop, never discarding the affected message. The combined effect of these issues caused alert processing to stall on the affected alerts, resulting in a continuously growing message queue. Initial standard remediation measures were unsuccessful; therefore, the R&D and Operations teams force-cleared the queue and restarted the processing service to recover from the incident. Following remediation, the service returned to a healthy state, and both historical and new alerts began processing in near real time for devices where alert conditions were still met. The R&D team is addressing the identified defects at the earliest opportunity. In the interim, configuration changes have been applied to minimize the risk of the issue reoccurring. **Incident Timeline:** Identified: 2026-03-20 09:12 UTC Public Notification: 2026-03-20 10:48 UTC Resolved: 2026-03-20 12:07 UTC **Preventative Measures:** To reduce the likelihood and impact of similar incidents in the future, the following actions are being taken: * The Operations team has implemented direct monitoring of the alert-processing queue to notify responders if an abnormal state develops that could impact service performance. * The Operations team is also working on improving monitoring of alert-processing failures to ensure unexpected states are reviewed and addressed in a timely manner. * R&D and Operations playbooks, along with escalation procedures for standard remediation measures, have been updated based on lessons learned during the response to this incident.