Datto Workplace AU5 - Agents are unable to connect and sync data; files cannot be created and/or saved in Workplace Online

Incident Report for Kaseya Inc

Postmortem

Datto Workplace - AU5 Clients agents are getting a "Server error" and is failing to connect to the cloud – 2026-05-05

Summary: Between May 5, 2026 at 08:00 UTC and May 6, 2026 at 09:30 PM UTC, some Datto Workplace customers hosted in the AU5 environment experienced issues accessing files.

During this time, users may have seen a “Server error” message when using the Workplace desktop agent or Workplace Online, preventing access to certain files stored in the cloud.

Root Cause:

The issue was caused by an outdated component that unintentionally remained in use following a recent service update. Over time, this component experienced degraded performance and eventually became unavailable, which disrupted connectivity for some users.

Once identified, our engineering team promptly removed the outdated component and restored normal service. Connectivity was fully recovered on May 6, 2026, at 09:30 PM UTC.

Incident Timeline:

Identified: 2026-05-05 08:00 AM UTC
Public Notification: 2026-05-05 9:27 PM UTC
Resolved: 2026-05-06 09:30 PM UTC

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

We are taking steps to ensure similar components are fully retired during future updates to prevent recurrence.

Posted Jun 25, 2026 - 11:43 EDT

Resolved

This incident has been resolved.

Posted May 06, 2026 - 08:45 EDT

Monitoring

A fix has been implemented and we are monitoring the results.

Posted May 05, 2026 - 09:50 EDT

Update

The R&D and Infrastructure teams are continuing to investigate the cause of the issue.

Posted May 05, 2026 - 07:14 EDT

Investigating

We are currently investigating an issue impacting partners on AU5 cell, where agent connections and file syncs are failing.
Affected partners may see server errors in the Workplace Agent with both versions.
Creating files in Workplace Online may fail with a 404 error.
Opening existing files with the Google Docs integration may fail with an error.
Saving changes to existing files through the Microsoft 365 integragration may silently fails.

Subscribe to the Kaseya Status Page for up to date information at https://status.kaseya.com/

Posted May 05, 2026 - 04:27 EDT

This incident affected: Datto Workplace (AU5).