Endpoint Backup v2 - Subset of Endpoint Backup v2 assets are experiencing slow or incomplete backups due to 504 Gateway Timeout errors.

Incident Report for Kaseya Inc

Postmortem

Endpoint Backup v2 - Backup delays and failures were caused by 504 Gateway Timeout errors – 2026-07-16 

Summary: Between 2026-07-16 09:00 AM UTC and 2026-07-17 03:30 PM UTC, Endpoint Backup v2 customers experienced slow or failed backups due to a "504 Gateway Timeout" error. 

  

Root Cause:  

Increased activity and maintenance across multiple storage systems created higher-than-normal demand on infrastructure resources, resulting in backup performance issues for some customers. 

 

Incident Timeline:  

  • Identified: 2026-07-16 09:00 AM UTC  

  • Public Notification: 2026-07-16 02:59 PM UTC  

  • Resolved: 2026-07-17 03:30 PM UTC  

  

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

  • We are implementing performance improvements, enhancing monitoring and alerting capabilities for faster issue detection, and adding safeguards to better manage demand and maintain service stability during periods of increased activity.
Posted Jul 30, 2026 - 09:25 EDT

Resolved

This incident has been resolved.
Posted Jul 17, 2026 - 14:05 EDT

Monitoring

A fix has been implemented and we are monitoring the results.
Posted Jul 17, 2026 - 11:58 EDT

Investigating

We are aware of a problem where Endpoint Backup v2 assets can experience slow or failed backups due to a "504 Gateway Timeout" error.


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 Jul 16, 2026 - 09:59 EDT
This incident affected: Endpoint Backup V2 (Backup).
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