Update - We’ve completed a system-wide cleanup to prevent further false positive rescans. In the rare case a rescan still triggers a false quarantine, we are applying corrective actions to prevent recurrence.
Restoration of affected files is underway. This is an ongoing process, and once a file is restored, it will not be quarantined again. Some files may not be restored automatically due to cache-related issues. Users can manually restore any missed files via OneDrive, SharePoint, or email recycle folders without impacting our efforts.
We are continuing restoration attempts but do not have an ETA for full completion. Thank you for your patience.
Jul 18, 2025 - 12:06 EDT
Update - The unquarantine process is underway for impacted files and emails. It is expected to take a few hours to complete.
Details:
OneDrive / SharePoint: Files are being restored to their original locations, with duplicates retained in the quarantined folder (Recycle Bin).
Email: Emails and attachments are being restored to the inbox. No copy remains in the Junk folder.
Jul 17, 2025 - 17:54 EDT
Update - Cache Cleanup is complete. This will ensure that previously affected files will not be incorrectly re-quarantined during rescans.
Jul 17, 2025 - 13:43 EDT
Monitoring - What’s Happening Now:
Cache Cleanup Underway: We are in the process of clearing cached verdicts for impacted files. This will stop previously affected files from being incorrectly re-quarantined during rescans.
What’s Next:
We will be initiating the unquarantine process for affected files in the next phase. A follow-up update will be provided when this step is underway.
Jul 17, 2025 - 11:52 EDT
Identified - The current fix prevents new false positive verdicts.
We are still investigating an issue with re scans still triggering malicious verdicts on items that were scanned during the July 4–7 outage window.
The current impact of this issue for customers in monitored mode is that affected files are not being quarantined, but still flagged as malicious. For others, the impact is that these files are being re-quarantined based on the re scan results.
The Kaseya R&D team is currently working to stop the re scans from returning incorrect verdicts.
Jul 17, 2025 - 11:32 EDT
Monitoring - A fix has been implemented and we are monitoring the results.
Jul 11, 2025 - 08:52 EDT
Update - Service has been restored to it original state, records pertaining to false positive file quarantines are being removed from our system.
Users may continue to experience intermittent false positives throughout the morning as the record removal is being completed.
We will continue monitoring the platform for additional false positives and will take action as necessary.
Jul 10, 2025 - 21:54 EDT
Identified - The issue has been identified and a fix is being implemented.
Jul 10, 2025 - 15:06 EDT
Update - We are continuing to investigate this issue.
Jul 09, 2025 - 15:39 EDT
Investigating - The original problem has resurfaced and R&D is engaged and investigating a resolution
Jul 08, 2025 - 21:19 EDT
Identified - Engineering is working on a residual issue that may cause SharePoint/OneDrive files to get erroneously quarantined.
Jul 08, 2025 - 06:25 EDT
Monitoring - Engineering team has identified the issue and made the necessary changes to SaaS Defense Detection Mechanism to stabilize the process and reduce the abnormal amount of false positives. We are monitoring the situation now.
Jul 07, 2025 - 03:39 EDT
Update - We are continuing to investigate this issue.
Jul 07, 2025 - 00:07 EDT
Investigating -
We are aware of a problem where SaaS Defense customers may experience problems with a high volume of legitimate emails and SharePoint files being quarantined.
Please rest assured that our team is treating this with urgency and doing everything possible to resolve this issue as quickly as possible.
Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/
Jul 06, 2025 - 23:24 EDT