Datto Endpoint Backup/Datto Endpoint Backup for PC - Backup and Screenshot Completion Failures

Incident Report for Kaseya Inc

Postmortem

Summary: Between 2026-02-02 17:30 UTC and 2026-02-05 19:44 UTC, some partners experienced a service interruption affecting Endpoint Backup & Endpoint Backup for PCs, resulting in unavailable backup, screenshot and restore operations.

Root Cause: An inadvertent software change was deployed to the production environment without proper review and approval, causing backup and restore operations to become unavailable.

Incident Timeline:

Identified: 2026-02-02 17:30 UTC
Public Notification to the Status Page: 2026-02-03 16:15 UTC
Resolved: 2026-02-05 19:44 UTC

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

We are ensuring proper review and approval processes are followed so that all software changes are properly validated before deployment to the production environment. This includes mandatory peer reviews, change approval gates, and pre-deployment testing procedures.

Posted Feb 11, 2026 - 09:04 EST

Resolved

This incident has been resolved.

Posted Feb 05, 2026 - 14:45 EST

Monitoring

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

Posted Feb 04, 2026 - 14:45 EST

Identified

We are aware of a problem where Endpoint Backup and Endpoint Backup for PC assets may encounter intermittent backup and screenshot failures.

The Kaseya R&D Team has identified the issue and is working towards a resolution.

Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/

Posted Feb 04, 2026 - 11:23 EST

Update

We are continuing to monitor for any further issues.

Posted Feb 03, 2026 - 18:02 EST

Monitoring

A fix has been implemented to address intermittent backup failures impacting some Endpoint Backup and Endpoint Backup for PC assets.

We are monitoring to confirm backup operations continue to stabilize.

Subscribe to the Kaseya Status Page for updates: https://status.kaseya.com/

Posted Feb 03, 2026 - 18:01 EST

Investigating

We are aware of a problem where Endpoint Backup and Endpoint Backup for PC assets may encounter intermittent backup failures.

The Kaseya R&D Team is currently investigating the issue and working towards a resolution.

Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/

Posted Feb 03, 2026 - 14:01 EST

This incident affected: Datto / Unitrends Endpoint Backup (Backup) and Datto / Unitrends Endpoint Backup for PCs (Backup, Verification).