Datto Status - Agent connectivity issues, false offline alerts

Agent connectivity issues, false offline alerts - Concord platform

Incident Report for Datto

Postmortem

User Impact:

Devices reconnecting and general connection instability, causing dropped sessions and false offline alerts.

Root Cause Analysis:

Duplicated job deployment records caused increased processing times for Ping Commands, delaying responses and causing devices to be marked offline.We are implementing schema changes with the 7.2.0 release to prevent further duplicates from occurring.

Kind Regards,
Datto, Inc.

Posted Jun 07, 2019 - 13:46 UTC

Resolved

Full platform functionality has been restored.

Posted Jun 06, 2019 - 16:50 UTC

Identified

We have identified the issue and are working to resume normal operation. Thank you for your continued patience.

Posted Jun 06, 2019 - 16:41 UTC

Update

We are continuing to investigate this behavior and determine the root cause. We will update this post 30 minutes from now. We thank you for your continued patience.

Posted Jun 06, 2019 - 16:17 UTC

Investigating

We are currently investigating a number of reports of agents going offline / false offline alerts being generated on the Concord platform. We will update this page within 30 minutes with an update as to the status. Thank you for your patience!

Posted Jun 06, 2019 - 15:47 UTC

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