Resolved on July 15, 2026, affecting KaseyaOne.
# Root Cause Analysis - KaseyaOne - Portal Login Outage – 2026-07-15 ## Summary: Between 2026-07-15 06:54 UTC and 2026-07-15 07:16 UTC, KaseyaOne customers were unable to login to KaseyaOne and access any downstream modules through SSO, such as the Kaseya Helpdesk. ## Root Cause: A scaling configuration was mistakenly changed during post-release infrastructure work, leaving the production application running with fewer resources than intended. When the remaining instance later experienced a routine restart, the application became unavailable because insufficient resources were available to maintain service. Restoring the correct infrastructure configuration resolved the issue. ## Incident Timeline: * Identified: 2026-07-15 06:54 UTC * Resolved: 2026-07-15 07:16 UTC * Public Notification: 2026-07-15 08:56 UTC ## Preventative Measures: To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps: ### Enhancements to Infrastructure Governance * Reinforce the use of Infrastructure as Code \(IaC\) as the authoritative source for production infrastructure changes. * Eliminate manual production configuration updates outside approved deployment processes. * Establish automated controls to ensure production configurations remain aligned with approved infrastructure definitions. ### Enhancements to Release Management Practices * Require enhanced review procedures for infrastructure platform and provider upgrades that may trigger configuration reconciliation. * Implement pre-deployment validation of critical production endpoints before infrastructure changes are applied. * Strengthen change review requirements for production edge-routing and traffic-management components. ### Enhancements to Infrastructure Resiliency * Implement automated configuration drift detection and reporting to identify discrepancies between deployed infrastructure and source-controlled configurations. * Add regular validation of externally facing routing and origin configurations. * Improve recovery validation procedures to account for platform propagation delays and ensure service restoration is fully confirmed before incident closure. ### Enhancements to Incident Management and Response * Introduce additional deployment validation procedures for infrastructure changes affecting customer-facing services. * Expand post-deployment verification activities to include end-to-end application availability testing. * Continue refining incident response processes to further accelerate restoration activities.
Affected components
Update timeline
- resolved Jul 15, 2026, 08:56 AM UTC
We experienced a partial service disruption affecting access to KaseyaOne from 02:55 AM ET to 03:30 AM ET. KaseyaOne services are now fully operational, and we are continuing to monitor the environment to ensure stability. We apologize for any inconvenience this may have caused. - Kaseya Cloud Operations Team
- postmortem Jul 20, 2026, 04:36 PM UTC
# Root Cause Analysis - KaseyaOne - Portal Login Outage – 2026-07-15 ## Summary: Between 2026-07-15 06:54 UTC and 2026-07-15 07:16 UTC, KaseyaOne customers were unable to login to KaseyaOne and access any downstream modules through SSO, such as the Kaseya Helpdesk. ## Root Cause: A scaling configuration was mistakenly changed during post-release infrastructure work, leaving the production application running with fewer resources than intended. When the remaining instance later experienced a routine restart, the application became unavailable because insufficient resources were available to maintain service. Restoring the correct infrastructure configuration resolved the issue. ## Incident Timeline: * Identified: 2026-07-15 06:54 UTC * Resolved: 2026-07-15 07:16 UTC * Public Notification: 2026-07-15 08:56 UTC ## Preventative Measures: To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps: ### Enhancements to Infrastructure Governance * Reinforce the use of Infrastructure as Code \(IaC\) as the authoritative source for production infrastructure changes. * Eliminate manual production configuration updates outside approved deployment processes. * Establish automated controls to ensure production configurations remain aligned with approved infrastructure definitions. ### Enhancements to Release Management Practices * Require enhanced review procedures for infrastructure platform and provider upgrades that may trigger configuration reconciliation. * Implement pre-deployment validation of critical production endpoints before infrastructure changes are applied. * Strengthen change review requirements for production edge-routing and traffic-management components. ### Enhancements to Infrastructure Resiliency * Implement automated configuration drift detection and reporting to identify discrepancies between deployed infrastructure and source-controlled configurations. * Add regular validation of externally facing routing and origin configurations. * Improve recovery validation procedures to account for platform propagation delays and ensure service restoration is fully confirmed before incident closure. ### Enhancements to Incident Management and Response * Introduce additional deployment validation procedures for infrastructure changes affecting customer-facing services. * Expand post-deployment verification activities to include end-to-end application availability testing. * Continue refining incident response processes to further accelerate restoration activities.
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