DattoRMM - Vidal - Datto Continuity devices incorrectly reporting offline

Update timeline

1. identified May 26, 2026, 05:36 PM UTC

   We are aware of a problem where online BCDR devices are reporting as offline through the Datto Continuity integration on our Vidal platform. The Kaseya R&D Team have identified the issue and are working on a fix Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/

2. identified May 27, 2026, 10:33 AM UTC

   We are continuing to work on a fix for this issue.

3. monitoring May 27, 2026, 03:34 PM UTC

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

4. resolved May 27, 2026, 05:33 PM UTC

   This incident has been resolved.

5. postmortem Jul 17, 2026, 09:16 AM UTC

   ## **Summary** Following the 15.0 upgrade, partners on the Vidal platform experienced an issue where Datto Continuity devices integrated into Datto RMM were incorrectly reported as offline. After identifying the root cause, the issue was mitigated on 27th May 2026, restoring normal service. A permanent fix is scheduled for the 15.0.1 release, targeted for completion by the end of June 2026. ## **Root Cause** The R&D team determined that, following a migration from a legacy backend service, communication between the Datto Continuity and Datto RMM services encountered exceptions when storage information was missing from the device data returned by the Continuity service. These exceptions caused the payload processing to fail, resulting in affected devices being incorrectly displayed as offline in Datto RMM. As a mitigation, the Datto Continuity Integration was reverted to the legacy backend service, which restored expected behavior. The R&D team is currently updating the processing logic to ensure missing data is handled gracefully, allowing valid data in the response to continue being processed. ## **Incident Timeline** ## **Preventative Measures** To reduce the likelihood and impact of similar incidents in the future, we are implementing the following actions: ### **Enhanced Monitoring and Alerting** The R&D team is implementing targeted monitoring and alerting for device synchronization failures, particularly when synchronization tasks remain queued for abnormal durations. These alerts will enable teams to proactively identify and respond to issues with Datto Continuity device synchronization, reducing the potential for partner impact.