On 28th March 2025 at 10:14am UTC, some Datto RMM partners on the Pinotage platform experienced a service incident that caused users to receive internal server errors when logging in or navigating the product, or when attempting to start a Web Remote session to an endpoint.
The root cause of the incident was identified to be caused by higher than usual platform utilization. The platform was automatically scaled, however, the configured limit was reached.
The limit was manually adjusted by the R&D team to resolve the issue, and this increased limit was made permanent in order to ensure that similar utilization does not cause issues in the future.
Measures are being put in place to alert the R&D team when proactive scaling is necessary to meet increased usage demand in the future.