VSA 10 - Intermittent issues when users attempt to login and/or navigate the product, and using remote control

Root Cause Analysis – VSA10: Intermittent Server Errors During Navigation and Login Attempts

Summary:
Between November 18, 2025, 11:00 a.m. EST and November 19, 2025, 5:00 a.m. EST, customers in all regions experienced intermittent failures when logging into the VSA 10 Web Application or navigating within the application after logging in.

Root Cause:
The issue was traced to a connectivity problem between a server cluster supporting the VSA 10 application and its backend database. This disruption resulted in a cascade of downstream service degradations, ultimately affecting the VSA 10 application servers that process user requests from both the Web Application and Agents on managed devices.

Resolution:
The affected database servers were rebuilt. Following a required configuration update to redirect traffic to the new database instances, the service was restored to a healthy state and all VSA10 features were fully operational.

Preventative Measures:
To mitigate risk and limit future impact, the following steps are being implemented:

• Assess Related Dependencies and Services:
  The Kaseya R&D Team will conduct a comprehensive review of all component dependencies, ensuring all connected services are adequately mapped for improved monitoring, alerting, and response.
• Enhanced Monitoring and Alerting:
  The R&D Team will strengthen monitoring and alerting for critical components, providing continuous visibility and enabling proactive actions to prevent service degradation.
• Hardening Internal Systems and Dependencies:
  Infrastructure upgrades will be considered to reinforce core system functionality against potential component failures.
• Enhanced Incident Management and Response:
  Global Kaseya Teams will continue to train on Incident Management playbooks to improve awareness and coordination among internal stakeholders during events.