Datto incident
Intermittent 500 Errors in Datto Partner Portal for Backup Products.
Datto experienced a critical incident on July 24, 2026 affecting Status Components, lasting 1h 42m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 24, 2026, 08:47 AM UTC
We are aware of an issue where customers are encountering 500 errors while accessing Backup products within the Datto Partner Portal (DPP). The Kaseya R&D Team is investigating the issue. Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/
- monitoring Jul 24, 2026, 10:06 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jul 24, 2026, 10:29 AM UTC
This incident has been resolved.
- postmortem Aug 05, 2026, 05:55 PM UTC
**Datto Partner Portal - Intermittent HTTP 500 errors encountered when accessing the Portal and Recovery Launchpad – 2026-07-24** **Summary:** Between **2026-07-24 03:00 AM UTC** and **2026-07-24 11:29 AM UTC**, Datto BCDR customers experienced login issues when attempting to access the Datto Partner Portal and Recovery Launchpad. **Root Cause:** During the onboarding of a firewall environment into centralized management, an unexpected configuration synchronization event created an inconsistent configuration state. This resulted in the removal of critical routing information, loss of some VPN authentication settings, and the creation of duplicate configuration entries, causing an internet outage, delaying VPN recovery for affected sites, and preventing a standard rollback. Manual remediation and restoration to the last known stable configuration were required to fully recover services. **Incident Timeline:** * Identified: 2026-07-24 03:00 AM UTC * Public Notification: 2026-07-24 08:47 AM UTC * Resolved: 2026-07-24 11:29 AM UTC **Preventative Measures:** To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps. * Implement VPN traffic baseline monitoring and alerting to detect abnormal activity and enable faster issue identification. * Define a rollback SOP with clear decision criteria and timelines for outages caused by software defects during planned maintenance.