Summary
Between 2026-03-30 11:17 UTC and 2026-03-30 19:45 UTC, Datto RMM partners on the Vidal platform (US EAST region) experienced intermittent errors when attempting to load the results of certain Device Filters. Users were presented with the message "Device Filter results were not able to be returned. If this problem persists, please contact support." instead.
Scope
The issue was confirmed to only impact Device Filters that returned a large number of devices as their result.
No other functionalities related to remotely monitoring and managing devices through the Web UI or with remote control tools were impacted.
Root Cause
The issue was identified to be caused by a routine database engine upgrade that caused high sort buffer utilization when performing sorting operations during Filter Result computation. This resulted in the database exhausting the available sort buffer memory and thus failing computation under certain circumstances, showing the user the message "Device Filter results were not able to be returned.”
The R&D team upgraded the sort buffer size on the platform which resolved the errors.
Due to the intermittent nature of the issue and the limited scope of impact (~2.79% of partners), escalation to the R&D team occurred approximately 8 hours after the initial report.
Once escalated, R&D quickly identified, confirmed, and resolved the issue within 20 minutes.
Incident Timeline
First report to Kaseya Support: 2026-03-30 11:17 UTC
Suspected Service Issue Referred to R&D: 2026-03-30 19:28 UTC
Service Issue Confirmed and Resolved / Public Notification Issued: 2026-03-30 19:45 UTC
Preventative Measures: To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps:
Enhancements to Incident Management and Response: We are reviewing and improving our internal escalation process to reduce the time between initial detection and engineering engagement, targeting a significantly faster response for suspected service issues.
Enhancements to Release Management Practices: We will expand our scale testing strategy to include scenarios involving large Device Filter selections, ensuring that this class of operation is validated before future infrastructure changes are applied.