Passportal Outage Update 

N-able^™ Passportal^™ has had multiple outages since August 12 for its U.S. customer base. We want to assure you that we understand that this is unacceptable; we know you, your business, and your customers rely on our software to operate daily, and we take that responsibility very seriously. 

We believe the disruptions are due to slow processing of database transactions, and our engineering team is continuing to investigate the complete root cause. This outage is directly linked to performance and availability and is not security related. 

This is a high priority for us, and senior operations teams are working around the clock in conjunction with our development teams to identify the root cause and finalize the remediation path.  

We have taken immediate steps which we will be building upon, including: 

• Acceleration of our plan to modernize legacy code  
• Finalizing our legacy database migration 
• Significant capacity expansion of our U.S. cluster 

 
We are committed to re-establishing our historical levels of stability and communicating in a transparent manner to help you stay up to date on key developments. We will continue to provide updates for you here as they become available.  

Please do not hesitate to reach out to us with any questions – https://success.n-able.com/.