Error 500 in Datto Partner Portal for Backup & RMM Products.

Incident Report for Kaseya Inc

Postmortem

Datto Partner Portal - Login Errors Affecting Partner Portal Users – 2026-09-02

Summary: Between 2026-09-02 06:30 AM UTC and 2026-09-02 07:54 AM UTC, Datto Partner Portal customers received HTTP 500 errors during authentication when logging into the Datto Partner Portal.

Root Cause:

A subset of users experienced login-related service disruptions resulting from storage capacity constraints within the production environment. As available storage resources became exhausted, authentication services were unable to process requests reliably, leading to an increase in login failures and degraded access to the platform. The issue was isolated to the affected production infrastructure, and remediation efforts were initiated to restore service stability and prevent recurrence.

Incident Timeline:

Identified: 2026-09-02 06:30 AM UTC
Public Notification: 2026-09-02 07:00 AM UTC
Resolved: 2026-09-02 07:54 AM UTC

Preventative Measures: To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps.

Modernize production storage capacity to align with current operational demands. Increase available storage resources and implement dedicated allocation for log retention to prevent routine growth from impacting service availability and overall system stability.
Strengthen operational monitoring through proactive capacity and service performance alerting.

Posted Sep 24, 2026 - 09:25 EDT

Resolved

This incident has been resolved.

Posted Sep 02, 2026 - 06:11 EDT

Update

We are continuing to monitor for any further issues.

Posted Sep 02, 2026 - 04:40 EDT

Monitoring

We are pleased to inform you that the recent service incident experienced by our BCDR AND DRMM partners where users experienced difficulties logging into the Datto Partner Portal has now been successfully resolved. We understand the impact that such problems can have on your business operations, and we sincerely apologize for any inconvenience caused during this time.

Our team has been diligently working to identify the root cause of the problem. Our goal is to not only address the immediate concern but also to minimize the risk of similar incidents in the future. By analyzing the underlying factors, we aim to enhance our systems and processes, ensuring a more robust and reliable experience for all our partners.

Thank you for your patience and understanding. We remain committed to delivering exceptional service and continuous improvement.

Posted Sep 02, 2026 - 03:30 EDT

Investigating

We are aware of an issue where customers are encountering 500 errors while accessing Backup & RMM 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/

Posted Sep 02, 2026 - 02:00 EDT

This incident affected: Datto Partner Portal (Status Components).