Datto RMM - Version 15.2.0 (Pinotage, Syrah, Zinfandel, Concord) - Autotask Integration Device Sync Delays

Final update

The Kaseya Engineering team successfully deployed the fix to the Zinfandel platform during a scheduled after-hours maintenance yesterday. Since the deployments, both Pinotage and Zinfandel are no longer observing device sync backlogs, all other platforms continue to remain clear as well. The Engineering team will continue monitoring queue throughput and overall system health throughout the day.

1. Monitoring · Nov 12, 14:25 UTC
   The Kaseya Engineering team successfully deployed the fix to the Zinfandel platform during a scheduled after-hours maintenance yesterday. Since the deployments, both Pinotage and Zinfandel are no longer observing device sync backlogs, all other platforms continue to remain clear as well. The Engineering team will continue monitoring queue throughput and overall system health throughout the day.
2. Monitoring · Nov 11, 17:50 UTC
   The Kaseya Engineering team successfully deployed the fix to Pinotage (EU1) during scheduled after-hours maintenance yesterday. Since the deployment, we have observed a significant and steady reduction in the device sync backlog. We anticipate the remaining queue on Pinotage will be fully resolved by tomorrow morning (EMEA regional business hours). The team is currently planning to deploy the same update to Zinfandel (US West) tonight, outside of standard regional business hours, to accelerate the processing of its remaining backlog. We are also pleased to report that the sync delays on Concord (US East) and Syrah (APAC) have been successfully mitigated, and both platforms are actively processing as expected. Our Engineering team will continue to closely monitor queue throughput and overall system health across all affected platforms. We will provide our next update tomorrow morning.
3. Monitoring · Nov 10, 16:03 UTC
   The Kaseya Engineering team has developed a fix intended to address the device sync processing delays. Deployment to Pinotage is planned for after hours today. Following the deployment, Engineering will monitor performance on Pinotage before determining the deployment schedule for the remaining affected platforms. We will provide an additional update as significant progress is made.
4. Monitoring · Nov 9, 16:38 UTC
   The Kaseya Engineering team continued monitoring device sync processing throughout the weekend. While the backlog has returned to normal levels on Syrah, processing of the backlogs has taken longer than anticipated on the other affected platforms and some device sync actions may continue to experience delays. Engineering has developed an additional mitigation to accelerate processing of the remaining queues. The change is currently undergoing validation and, once complete, will be deployed to the affected platforms. We will continue monitoring system performance and sync processing throughout this work. We will provide an additional update as significant progress is made. To receive notifications about future maintenance events and service updates, subscribe to the Kaseya Status Page (https://status.kaseya.com)
5. Monitoring · Nov 6, 20:57 UTC
   The Kaseya Engineering team has implemented mitigation measures, and all affected platforms are actively processing a backlog of device sync actions. We continue to see steady progress in reducing the queue; however, additional time is required to fully process the remaining backlog. Our teams will continue monitoring system performance throughout the weekend and will provide updates as significant progress is made. To receive notifications about future maintenance events and service updates, subscribe to the Kaseya Status Page.
6. Identified · Nov 6, 16:49 UTC
   We are aware of a problem where Device Syncs for the Autotask integration on platforms upgraded to version 15.2.0 of Datto RMM are experiencing delays. This issue affects new and existing devices from syncing their data into Autotask, so changes in Datto RMM will not immediately be reflected in Autotask. The Kaseya Engineering Team have identified the issue are are working on a fix. If you need any assistance, please contact our support team for assistance through the Kaseya Support Portal. To receive notifications about future maintenance events and service updates, subscribe to the Kaseya Status Page.