Datto Backup for Microsoft Azure / Datto Endpoint Backup with Disaster Recovery - Devices Are Failing To Complete Registration

Incident Report for Kaseya Inc

Postmortem

DBMA/EBDR - Device failing to register – 2026-04-09

Summary:
Between 2026-04-09 11:00 AM UTC and 2026-04-10 12:30 PM UTC, Some partners experienced an issue where a subset of Datto Backup for Microsoft Azure and Datto Endpoint Backup with DR devices experienced registration failures.

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Root Cause:
The issue was caused by a release configuration error in which a required system image was not properly marked for production use. As a result, the platform was unable to successfully create operating system disks when provisioning new virtual machines.

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Incident Timeline:

Identified: 2026-04-09 11:00 AM UTC
Public Notification: 2026-04-09 06:00 PM UTC
Resolved: 2026-04-10 12:30 PM UTC

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

To strengthen reliability going forward, we are introducing additional pre‑release validation steps
Enhancing real‑time monitoring and alerting around provisioning success
Conducting targeted training to improve rapid diagnosis and resolution of similar issues.

Posted Apr 16, 2026 - 16:10 EDT

Resolved

This incident has been resolved.

Posted Apr 10, 2026 - 14:21 EDT

Monitoring

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

Posted Apr 10, 2026 - 11:28 EDT

Identified

The issue has been identified and a fix is being implemented.

Posted Apr 10, 2026 - 08:47 EDT

Investigating

We are aware of a problem where Datto Backup for Microsoft Azure and Datto Endpoint Backup with Disaster Recovery devices can experience registration 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 Apr 09, 2026 - 14:00 EDT

This incident affected: Datto / Unitrends Backup for Microsoft Azure (Device Registration) and Datto / Unitrends Endpoint Backup with Disaster Recovery (Device Registration).