Summary: 

Between 2026-02-11 06:52 AM EST and 2026-02-11 08:47 AM EST, Datto RMM Partners on the Pinotage (EU) platform experienced an issue where some Web Remote attempts stalled at the "Loading Web Remote (v14.8.0.3881)" page, and the connection did not proceed further. 

In many cases, hard-refreshing the browser tab or clearing the application cache allowed subsequent connection attempts to succeed. 

Root Cause: 

The issue was traced to a routing problem resulting from infrastructure updates during the 14.8 release cycle. Specifically, a configuration discrepancy existed because the Pinotage platform—being the first production instance of Datto RMM—had a unique set of configuration parameters compared to other platforms. 

While the same updates did not affect other platforms, Pinotage required specific configuration changes. The Operations team identified the inconsistency and adjusted the configuration to resolve the issue. 

Preventative Measures: 

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

• Upgrade Release Procedures and Deployment: The Kaseya R&D Team is updating release playbooks to minimize manual configuration steps and reduce the risk of human error. Additional explicit change validation and QA checks are being introduced for critical components involved in Web Remote authentication flows. 

• Update Web Remote Change Runbooks: The Kaseya R&D Team is revising runbooks to strengthen QA and verification steps for Web Remote-related changes. 

• Enhanced Monitoring and Alerting: Monitoring and alerting for abnormal spikes in authentication failures are being improved. 

• Enhanced Incident Management and Response: Global Kaseya Teams will continue to receive training and coaching on Incident Management playbooks to ensure all internal stakeholders are promptly informed of events and incident response teams are assembled without delay.