VSAX - EMEA/APAC - Intermittent 500 errors and offline devices

Update timeline

1. identified Jul 24, 2026, 01:27 PM UTC

   We are aware of a problem where customers hosted on EMEA/APAC app servers may see intermediate service disruption, getting 500 - internal server error. The Kaseya Engineering Team has identified the issue and working towards a fix. Should you need any additional questions or require assistance, please contact our support team at https://helpdesk.kaseya.com/hc/en-gb#/contact Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/

2. identified Jul 24, 2026, 03:46 PM UTC

   The Kaseya Engineering Team has developed a fix that will address this issue. The fix will be deployed after hours to our EMEA and APAC App Servers on the following schedule: 17:00 UTC APAC 20:00 UTC EMEA Those that are online during this change will need to login again as they will be kicked out the system. Should you have any additional questions or require assistance, please contact our support team at https://helpdesk.kaseya.com/hc/en-gb#/contact Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/

3. monitoring Jul 24, 2026, 08:25 PM UTC

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

4. resolved Jul 24, 2026, 09:23 PM UTC

   This incident has been resolved.

5. postmortem Aug 12, 2026, 07:57 PM UTC

   **Root Cause Analysis – VSA10 Intermittent Service Degradation Following 10.28 Release** **Summary** Between **2026-07-24 02:00 UTC** and **2026-07-24 20:25 UTC**, some customers using VSA10 experienced intermittent service degradation, including temporary agent connectivity issues, delayed agent check-ins, and HTTP 503 errors. During periods of elevated automation activity, affected agents could appear to repeatedly transition between online and offline states before reconnecting automatically. The issue was fully resolved on July 24, 2026. **Root Cause** A software change introduced in the 10.28 release altered how certain automation-related database operations were processed. Under high levels of concurrent automation activity, this change resulted in resource contention within the application environment, leading to intermittent service interruptions and delayed responses for agent communications. A hotfix was developed, tested, and deployed the same day to restore the previous transaction handling behavior and eliminate the contention condition. **Incident Timeline** * **Identified:** 2026-07-24 02:00 UTC * **Public Notification:** 2026-07-24 13:27 UTC * **Resolved:** 2026-07-24 20:25 UTC **Preventative Measures** To reduce the likelihood and impact of similar incidents in the future, we are implementing the following improvements: **Enhancements to Monitoring and Alerting** * Introduce additional monitoring and alerting for database contention and long-running transactions to further accelerate detection of similar conditions. * Expand service health dashboards to further improve visibility into application response performance. **Enhancements to Release Management Practices** * Implement expanded canary deployment procedures for higher-risk platform changes, allowing updates to be validated on a limited subset of infrastructure before broader rollout, further reducing the risk for these deployments. * Add additional review requirements for changes affecting high-volume agent communication paths, further reducing risk for these deployments. **Enhancements to Validation and Testing** * Strengthen load and concurrency testing for components that support large-scale automation activity, further increasing scalability at the time of deployment. * Increase validation coverage for scenarios that simulate production-scale agent workloads to catch scalability issues prior to deployment, further reducing risk. **Enhancements to Platform Resiliency** * Continue development of automation workload distribution improvements designed to reduce concentrated processing spikes during large-scale task execution, further increasing scalability at the time of deployment. * Review additional service isolation and capacity improvements to further reduce the impact of localized workload surges. **Completed Corrective Action** * The software change responsible for the contention condition was reverted through a hotfix deployed on July 24, 2026. Following deployment, monitoring confirmed that error rates returned to normal levels and no recurrence of the issue was observed.