Following the 15.0 upgrade, partners on the Vidal platform experienced an issue where Datto Continuity devices integrated into Datto RMM were incorrectly reported as offline.
After identifying the root cause, the issue was mitigated on 27th May 2026, restoring normal service. A permanent fix is scheduled for the 15.0.1 release, targeted for completion by the end of June 2026.
The R&D team determined that, following a migration from a legacy backend service, communication between the Datto Continuity and Datto RMM services encountered exceptions when storage information was missing from the device data returned by the Continuity service.
These exceptions caused the payload processing to fail, resulting in affected devices being incorrectly displayed as offline in Datto RMM.
As a mitigation, the Datto Continuity Integration was reverted to the legacy backend service, which restored expected behavior. The R&D team is currently updating the processing logic to ensure missing data is handled gracefully, allowing valid data in the response to continue being processed.
To reduce the likelihood and impact of similar incidents in the future, we are implementing the following actions:
The R&D team is implementing targeted monitoring and alerting for device synchronization failures, particularly when synchronization tasks remain queued for abnormal durations.
These alerts will enable teams to proactively identify and respond to issues with Datto Continuity device synchronization, reducing the potential for partner impact.