Datto Partner Portal - Intermittent HTTP 500 errors encountered when accessing the Portal and Recovery Launchpad – 2026-07-24
Summary: Between 2026-07-24 03:00 AM UTC and 2026-07-24 11:29 AM UTC, Datto BCDR customers experienced login issues when attempting to access the Datto Partner Portal and Recovery Launchpad.
Root Cause:
During the onboarding of a firewall environment into centralized management, an unexpected configuration synchronization event created an inconsistent configuration state. This resulted in the removal of critical routing information, loss of some VPN authentication settings, and the creation of duplicate configuration entries, causing an internet outage, delaying VPN recovery for affected sites, and preventing a standard rollback. Manual remediation and restoration to the last known stable configuration were required to fully recover services.
Incident Timeline:
Identified: 2026-07-24 03:00 AM UTC
Public Notification: 2026-07-24 08:47 AM UTC
Resolved: 2026-07-24 11:29 AM UTC
Preventative Measures: To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps.
Implement VPN traffic baseline monitoring and alerting to detect abnormal activity and enable faster issue identification.
Define a rollback SOP with clear decision criteria and timelines for outages caused by software defects during planned maintenance.