Datto RMM - Service Interruption Root Cause Report

Start and End Date/Time (UTC):

14:00 August 9th, 2019 - 14:30 August 9th, 2019

Platform(s) Affected:

Concord

User Impact:

Device disconnections and CSM instability

Underlying Cause:

A failure of our data structure server caused an automatic restarted. This resulted in requests to time out, and devices to disconnect.

Steps Taken:

The service recovered automatically. As a long term mitigation step, migrations to a data structure with improved failover is expected in 2019.

Posted Aug 21, 2019 - 18:07 UTC

Resolved

This incident has been resolved.

Posted Aug 09, 2019 - 14:42 UTC

Monitoring

A fix has been implemented. The web portal is now accessible and devices are starting to reconnect.

Posted Aug 09, 2019 - 14:14 UTC

Identified

We have identified an issue where the Concord (US East) CSM is inaccessible and devices will report as offline. We are working to resolve the issue and will update this status within 30 minutes.

Posted Aug 09, 2019 - 14:09 UTC

This incident affected: Datto RMM (Concord (US East)).