On 3rd April 2025 at 13:02 UTC, Datto RMM partners on the Vidal platform experienced a service issue that caused managed endpoints to drop offline.
The incident was caused by a sudden surge in request volume to our servers responsible for handling endpoint connections to the platform. This led to resource exhaustion, making the servers unhealthy.
The R&D team increased the number of active connections during the incident to resolve the issue; the incident lasted for approximately 2 hours.
As a long-term measure, the relevant server instances was upgraded, and the default active instance count was permanently increased.