Kaseya Inc Status - Datto RMM - Concord, Zinfandel - high latency, 504 errors in the UI and impact to Web Remote connections

Datto RMM - Concord, Zinfandel - high latency, 504 errors in the UI and impact to Web Remote connections

Incident Report for Kaseya Inc

Postmortem

On 8th November 2024 at 11:36AM EST (5:36PM UTC), partners on the Zinfandel and Concord Platforms experienced an issue where the Web Application (both Legacy and the New UI) exhibited slowness loading pages and processing login requests, as well as an issue with the Web Remote feature not loading successfully.

The root cause of this service interruption was identified to be a vendor issue that caused several components within the Datto RMM Infrastructure to become unhealthy, and experience timeouts when handling requests.

Automatic infrastructure scaling resolved the issue after the vendor outage has concluded.

In order to identify a similar issue faster in the future, alerting has been configured to monitor vendor service status, and alerting within our own infrastructure has been adjusted to be more sensitive to indicators of a vendor outage.

Posted Nov 14, 2024 - 11:03 EST

Resolved

This incident has been resolved.

Posted Nov 08, 2024 - 13:17 EST

Monitoring

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

Posted Nov 08, 2024 - 12:45 EST

Investigating

We are aware of a problem where high latency and 504 errors present in the UI, and Web Remote connections failing to load for Datto RMM on the Concord and Zinfandel platforms.

The Kaseya R&D Team are assiduously working to resolve the problem.

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

Posted Nov 08, 2024 - 11:57 EST

This incident affected: Datto RMM (Zinfandel (US West), Concord (US East)).