PSA - OTP Email delay - Under Investigation
Incident Report for Datto
Resolved
This Incident has been resolved.
Posted Feb 05, 2020 - 15:04 UTC
Monitoring
All mail should now be caught up.

Thank you for your patience and our apologies for this impact this has had on your business.
Posted Feb 05, 2020 - 14:28 UTC
Update
Dear partners, We have reverted the DKIM changes and we are monitoring the email traffic. Please note that we are processing a substantial backlog and emails may take some time before being received.
Posted Feb 05, 2020 - 11:53 UTC
Update
We are aware that some partners are still experiencing issues with the delivery of their emails. We are still investigating this issue as a matter of critical priority.
Posted Feb 05, 2020 - 11:29 UTC
Update
Dear valued customers,

We have confirmed that the email service is fully operational. Partners impacted by the email delays are likely to be related to the DKIM changes that were deployed yesterday as per the schedule below:

When: Tuesday 2/4/2020 9:00 PM Local time for each Datacenter
Who:
Munich Datacenter (DE1, EU1) at 3:00 PM Eastern
London Datacenter (UK, UK2, UKLR) at 4:00 PM Eastern
Philadelphia Datacenter (LR, PR, AE, AW, AU, ES, AT, AE2, AW2) at 9:00 PM Eastern

If you have followed the Whitelisting Autotask IP addresses page in Autotask Help, you will NOT be impacted and no further action is needed. https://www.autotask.net/help/Content/AdminSetup/TechnicalStuff/Whitelist.htm?Highlight=whitelist

If you have NOT followed the “Whitelisting Autotask IP addresses” page in Autotask Help, you may have issues with your emails going out from Autotask. (Example: If you have Whitelisted the individual IPs and not the range)
Posted Feb 05, 2020 - 10:32 UTC
Update
Our Teams have confirmed that emails are currently being delayed. Although emails are being delayed pleased rest assured that they are being processed.
Posted Feb 05, 2020 - 09:35 UTC
Investigating
Our teams are currently investigating OTP Email delay for PSA on multiple zones. Updates will be posted here with the status of this investigation.

Thank you for your patience!
Posted Feb 05, 2020 - 08:21 UTC
This incident affected: Autotask PSA (America East, America East 2, America West, America West 2, UK (United Kingdom), UK 2 (United Kingdom), EU1 (English Europe and Asia)).