On 15th November, 2024 at 04:30AM EST RMM some partners using the KaseyaOne Portal's SSO Integration with Datto RMM experienced an intermittent service issue that resulted in receiving an error page after successfully authenticating through KaseyaOne SSO to Datto RMM.

The root cause of this service incident was identified to be an unexpected interaction during SSO authentication between products after a recent code change. The issue occurred in an edge case, intermittently, when the login flow was delayed due to network latency between a user's environment and our infrastructure.

Re-trying the login through SSO had a good chance of making the request successful given the nature of the issue.

In order to resolve the issue the R&D team reverted the related change, and they will explore a more robust implementation approach that avoids triggering such issues in cases of network latency between user and platform.