Datto incident
Datto RMM - All Platforms - RMM Agent cannot be installed due to Certificate errors
Resolved after 18 hours 1 minute, affecting Pinotage (EU1) and Merlot (EU2) and 1 more, on April 2, 2026.
## Summary Between **2026-04-02 10:30 UTC** and **2026-04-02 23:28 UTC**, **Datto RMM** customers experienced failures when attempting to download and install the Datto RMM Agent. Affected users received a Windows security warning indicating an issue with the installer’s digital certificate, and installation was blocked because the code-signing certificate had been revoked. Devices with existing agents were not impacted; only new agent deployments were affected during this period. ## Root Cause The installer’s code-signing certificate had been revoked by the certificate authority, causing Windows security checks to reject the installer and preventing successful agent installation. ## Incident Timeline * **Identified:** 2026-04-02 10:30 UTC * **Public Notification:** 2026-04-02 shortly after detection * **Resolved:** 2026-04-02 23:28 UTC ## Preventative Measures To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps: **Enhancements to Monitoring and Alerting:** * Implement automated synthetic monitoring to continuously validate the agent installer download and installation process. * Include active checks for certificate validity and revocation status. * Configure these tests to generate immediate alerts upon failure. **Enhancements to Incident Management and Response:** * Establish a dedicated on-call engineering rotation to ensure rapid response when alerts are triggered. * Reduce the time between issue detection and remediation.
Affected components
Update timeline
- investigating Apr 02, 2026, 06:25 PM UTC
We are aware of a problem where the Datto RMM agent cannot be installed due to Certificate errors. The Kaseya R&D Team are investigating the issue. Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/
- investigating Apr 02, 2026, 09:09 PM UTC
We are continuing to investigate this issue.
- monitoring Apr 03, 2026, 11:43 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Apr 03, 2026, 12:27 PM UTC
This incident has been resolved.
- postmortem May 08, 2026, 02:09 PM UTC
## Summary Between **2026-04-02 10:30 UTC** and **2026-04-02 23:28 UTC**, **Datto RMM** customers experienced failures when attempting to download and install the Datto RMM Agent. Affected users received a Windows security warning indicating an issue with the installer’s digital certificate, and installation was blocked because the code-signing certificate had been revoked. Devices with existing agents were not impacted; only new agent deployments were affected during this period. ## Root Cause The installer’s code-signing certificate had been revoked by the certificate authority, causing Windows security checks to reject the installer and preventing successful agent installation. ## Incident Timeline * **Identified:** 2026-04-02 10:30 UTC * **Public Notification:** 2026-04-02 shortly after detection * **Resolved:** 2026-04-02 23:28 UTC ## Preventative Measures To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps: **Enhancements to Monitoring and Alerting:** * Implement automated synthetic monitoring to continuously validate the agent installer download and installation process. * Include active checks for certificate validity and revocation status. * Configure these tests to generate immediate alerts upon failure. **Enhancements to Incident Management and Response:** * Establish a dedicated on-call engineering rotation to ensure rapid response when alerts are triggered. * Reduce the time between issue detection and remediation.
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