EU - Performance Degraded

Update timeline

1. investigating Mar 02, 2026, 08:08 AM UTC

   NinjaOne has identified a service issue that may affect customer performance. We are currently investigating and will provide regular status updates. Any customers having issues with the Ninja Application can contact Support for assistance at [email protected]. Thank you for your patience.

2. investigating Mar 02, 2026, 09:10 AM UTC

   We are continuing to investigate this issue.

3. investigating Mar 02, 2026, 10:35 AM UTC

   We are seeing Ninja Remote metrics indicate the service is returning to a healthy state, however we are continuing to experience page load timeouts and intermittent delays in the UI. We are working on stabilizing these components currently.

4. investigating Mar 02, 2026, 11:56 AM UTC

   We have temporarily disabled Full Text Search in our Ticketing service. We don't believe this to be root cause, but is contributing to increased load on the database. We plan to re-enable after we continuing working to mitigate the broader stability issues.

5. investigating Mar 02, 2026, 07:55 PM UTC

   In response to the evolving situation, we are performing maintenance on our database backend systems that support our Agent Reporting Services. As we perform that maintenance, Agents will be disconnected for approximately 10 mins and will automatically reconnect at the end of the maintenance. As a reminder, your data is locally saved during this time and all data will be sent once your connection is reestablished. These changes are one part of overall improvements we are making to address the current stability issues in the region. Thank you for your continued patience. We will update you again soon.

6. investigating Mar 02, 2026, 09:18 PM UTC

   The Maintenance is still in progress. We will send continued updates on progress and upon completion. Thank you.

7. investigating Mar 02, 2026, 10:07 PM UTC

   We are continuing the final phases and validating the changes made with this maintenance. We will continue to provide updates accordingly. Thank you.

8. investigating Mar 03, 2026, 12:02 AM UTC

   We are currently verifying the results of this maintenance. We continue to monitor the situation in the region accordingly. thank you.

9. monitoring Mar 03, 2026, 02:42 AM UTC

   We've completed maintenance and will continue to monitor. Thank you for your patience.

10. monitoring Mar 03, 2026, 07:00 AM UTC

    NinjaOne is aware that service issues continue to affect customer performance. We are continuing our investigation and will provide regular status updates. Please contact Support for additional assistance at [email protected]

11. monitoring Mar 04, 2026, 08:05 PM UTC

    We will be performing maintenance in this region to bring online additional capacity for our Agent services. As part of this work, we need to restart all Agent endpoints at the conclusion of the maintenance. Ninja Agents will disconnect and reconnect automatically during this restart, and any data local agent collected during the disruption will be stored locally and resent when the agent reconnects to our servers. We will continue to provide updates accordingly. Thank You

12. monitoring Mar 04, 2026, 10:56 PM UTC

    We've completed maintenance and will continue to monitor. Thank you for your patience.

13. monitoring Mar 04, 2026, 10:56 PM UTC

    NinjaOne is aware that service issues continue to affect customer performance. We are continuing our investigation and will provide regular status updates. Please contact Support for additional assistance at [email protected]

14. resolved Mar 09, 2026, 03:25 PM UTC

    This incident has been resolved.

15. postmortem Mar 19, 2026, 08:13 PM UTC

    During operating hours in EU, we experienced a larger than normal volume of NinjaOne Remote session traffic. This increase caused a backlog in our session validation processing that our system struggled to keep up with. The delay in session validation caused NinjaOne Remote to invalidate sessions to ensure our customers’ security, resulting in a failure to stay connected to devices during the outage. To provide immediate relief, NinjaOne began scaling up infrastructure services and identified further mitigations that are included in the 12.1.0 release. In addition to the NinjaOne Remote incident, NinjaOne also experienced significant performance degradation on several backend databases due to capacity saturation. These databases all exhibited different patterns, exacerbating the complexity of debugging with several concurrent, unique issues. Customers mostly experienced this as page load timeouts, delays in agent data processing, and slow console page loads. NinjaOne upscaled database capacity and rebalanced customers between different database clusters to bring performance back to normal levels and resolve the incident. The incident stretched across multiple days since active troubleshooting could only happen at peak load during EU business hours. We are actively taking all metrics and patterns observed to continue improving monitoring while addressing specific contributing issues with 12.0.30 and 12.1.0.