Root Cause Analysis – Web Remote Sessions Failing to Connect on Specific Web Remote Versions 

Summary 

On 2026‑01‑13, following the maintenance release of Datto RMM version 14.7 on the Syrah platform, Partners experienced intermittent issues when attempting to connect to managed devices using Web Remote. 

Root Cause 

The issue was traced to a change introduced in the maintenance release. Under certain conditions, this change triggered an unexpected interaction during name resolution, which disrupted the Web Remote connection‑establishment process. As a result, some Web Remote sessions failed to connect. 

Resolution 

The affected changes were rolled back, which resolved the connection failures. Additionally, deployment of the maintenance release to subsequent platforms was paused.  The updated changes have now been incorporated into the upcoming 14.8 major release. 

Preventative Measures 

To reduce the likelihood and impact of similar incidents occurring in the future, the following actions are being taken: 

Enhanced Release Management and Quality Assurance 

• The Kaseya R&D team is updating QA processes and environments related to Web Remote to ensure the newly identified failure condition is specifically tested and verified as absent in future releases.