Datto experienced a major incident on July 20, 2026 affecting Merlot (EU2), lasting 21h 12m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 20, 2026, 12:54 PM UTC
We are currently receiving reports of Merlot agents appearing as offline. We are aware of this and we are investigating.
- investigating Jul 20, 2026, 03:22 PM UTC
Investigation efforts are ongoing as our teams continue to work diligently on this issue.
- monitoring Jul 20, 2026, 04:48 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jul 21, 2026, 10:06 AM UTC
This incident has been resolved.
- postmortem Jul 28, 2026, 07:25 PM UTC
**Root Cause Analysis – Datto RMM Merlot Devices Appearing Offline** **Summary** Between **2026-07-20 11:39 UTC** and **2026-07-20 15:00 UTC**, Datto RMM partners on the **Merlot** platform experienced device connectivity degradation. During this time, some devices incorrectly appeared offline, partners may have received false offline alerts, and access to affected devices may have been reduced. Our teams detected the issue through internal monitoring and partner reports, investigated the service degradation, and restored stability by increasing capacity across the affected connectivity infrastructure. **Root Cause** The incident was caused by elevated load and resource contention affecting a core device connectivity service. This reduced service responsiveness and caused a large number of agents to disconnect and reconnect. The resulting reconnect activity increased demand on the connectivity infrastructure, causing devices to appear offline within the platform and generating false offline alerts for some partners. **Incident Timeline** * Identified: 2026-07-20 11:39 UTC * Public notification: 2026-07-20 12:54 UTC * Resolved: 2026-07-20 16:48 UTC **Preventative Measures** To reduce the likelihood and impact of similar incidents in the future, we are taking the following actions: * **Enhancing infrastructure resiliency** by reviewing scaling thresholds and improving response options for high reconnect traffic scenarios. * **Improving workload isolation** to reduce the risk of workloads having a critical impact on production service paths. * **Improving agent reconnect handling** to reduce unnecessary resource consumption during reconnect events. * **Improving reconnect traffic management** to better distribute reconnect attempts during large-scale events. * **Enhancing monitoring and alerting** to improve visibility into device connectivity, reconnect activity, service health, and related infrastructure signals. * **Expanding incident response runbooks** for connectivity degradation scenarios to support faster and more consistent mitigation.