Between 2026-02-09 07:00 AM EST and 2026-02-09 08:16 AM EST, partners on the Vidal platform (US EAST) experienced an issue where login attempts through KaseyaOne SSO were returning an error message.
The root cause was identified as a misconfiguration during release activities that resulted in login attempts through KaseyaOne SSO being redirected to an invalid endpoint. This caused the authentication callback to fail and the user receiving an error.
After the issue was identified, the change was made to correct the configuration to restore the functionality.
To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps:
Upgrade Release Procedures and Deployment: The Kaseya R&D Team is updating release playbooks to minimize the number of required manual steps to reduce the likelihood of human error. Furthermore, additional explicit change validation and QA checks are being introduced for critical components involved in the various SSO login flows.
Enhanced Monitoring and Alerting: The Kaseya R&D Team is enhancing the monitoring and alerting for abnormal spikes in authentication failures.
Enhanced Incident Management and Response: The Global Kaseya Teams will continue to receive training and coaching on the Incident Management playbooks to ensure all internal stakeholders are promptly informed of events and that incident response teams are assembled without delay.