Datto Workplace - AU5 - Some Files Are Unable to be Accessed Through Local Agents and Workplace Online

Summary: Between May 5, 2026 at 08:00 AM UTC and May 18, 2026 at 11:28 AM UTC, some Datto Workplace customers hosted in the AU5 environment experienced issues accessing files. During the affected period, users experienced errors when attempting to access specific files hosted within the AU5 cell through either the local agent or Workplace Online. Additionally, intermittent connectivity disruptions occurred throughout the incident, resulting in periods of degraded service availability and access interruptions.

Root Cause: The issue was caused by an outdated component that unintentionally remained in use following a recent service update.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 Once identified, our engineering team promptly removed the outdated component and restored normal service.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 18, 2026, at 11:28 AM UTC. 

Incident Timeline:  

• Identified: 2026-05-05 08:00 AM UTC  
• Public Notification: 2026-05-15 9:36 AM UTC  
• Resolved: 2026-05-18 11:28 AM 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.