Incident Update – Datto EDR Portal Access (US Region)

Incident Report for Kaseya Inc

Postmortem

Title: Datto EDR - US infocyte.com performance degradation and intermittent outages – 2026-04-17

Summary: Between 2026-04-17 09:30 UTC and 2026-04-18 04:00 UTC, Datto EDR customers in the US region experienced slow application performance, elevated latency, and intermittent service availability issues. Service degradation occurred as backend services became overloaded, resulting in periods of reduced platform responsiveness and intermittent outages.

Root Cause: A newly released AMSI-related feature generated substantially more traffic than anticipated from approximately 1.8 million agents. Requests to an AMSI keywords endpoint were not sufficiently optimized and resulted in excessive database activity. At the same time, a newly introduced AMSI detection rule increased processing overhead on backend services. The combined load created resource contention that led to application instability, infrastructure stress, and intermittent service disruption within the US Datto EDR environment.

Incident Timeline:

Identified: 2026-04-17 09:30 UTC
Public Notification: 2026-04-17 09:30 UTC (incident declared and customer communications initiated)
Resolved: 2026-04-18 04:00 UTC (permanent hotfix deployed and service performance restored)

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

Enhancements to Infrastructure Resiliency: Implemented server-side caching for AMSI keyword data to significantly reduce backend processing and database load associated with agent requests.
Enhancements to Infrastructure Resiliency: Introduced randomized timing controls for agent communications to prevent large synchronized traffic spikes following updates and deployments.
Enhancements to Release Management Practices: Improved AMSI agent functionality to reduce unnecessary requests during service restarts and update scenarios, lowering overall platform load.
Enhancements to Release Management Practices: Introducing additional scale and load-impact reviews for future features that increase agent communication frequency or backend processing requirements.
Enhancements to Monitoring and Alerting: Expanding visibility into high-volume service endpoints and traffic patterns to accelerate identification and remediation of abnormal load conditions.

Posted Jul 07, 2026 - 11:03 EDT

Resolved

This incident has been resolved.

Posted Apr 20, 2026 - 10:06 EDT

Update

We have identified the primary contributor to the recent performance issues and have a mitigation in place that will be deployed during the upcoming maintenance window.

The update reduces unnecessary system activity that was creating elevated load and impacting portal responsiveness. Once deployed, this is expected to significantly improve stability.

We are also continuing work on additional infrastructure improvements to ensure the platform can handle increased load more efficiently and prevent recurrence.

We will provide another update once the mitigation is fully deployed. Thank you for your continued patience.

Posted Apr 17, 2026 - 19:31 EDT

Update

Following our earlier update, we are continuing to monitor the environment and have identified additional infrastructure-related pressure contributing to intermittent latency.

We are seeing elevated system load driven by increased telemetry and system activity, which can create short-lived performance impacts as services recover. Our team is actively implementing changes to reduce this load and stabilize the platform.

We are taking a controlled approach to these changes to avoid further disruption, and performance is trending in the right direction.

We will continue to provide updates as we make progress. Thank you again for your patience.

Posted Apr 17, 2026 - 16:10 EDT

Update

We are continuing to monitor.

Some partners may still experience a temporary error when attempting to log in or navigate the Datto EDR platform. While service may return to normal on its own after some time, please contact our support team and they can apply a backend workaround that may assist with resolving the issue.

Posted Apr 17, 2026 - 14:12 EDT

Monitoring

We experienced a brief issue where some customers in the US region were unable to access the Datto EDR portal. This was due to a temporary service disruption that lasted a few minutes.

The issue has been identified and resolved, and access is now restored. We are continuing to monitor the system to ensure stability. We apologize for the disruption and appreciate your patience.

Posted Apr 17, 2026 - 10:36 EDT