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    Fixes and patches

    Welcome to bug heaven (or HELL!), where pesky issues are cataloged according to the months in which they were resolved.

    2023

    July

    RMM

    • Fixed an issue in the Software Inventory report where filtering by software name and version incorrectly included software with the same version number but a different name.
    • Fixed an issue where filtering by software name and version using the advanced filter on the Devices page inaccurately displayed all devices with the specified software, regardless of version.
    • Fixed an issue where the 'Excluded Events' field was missing under the 'Events Security' category when configuring Threshold Profiles.
    • Fixed an issue preventing the Patch & Automation Feedback report from displaying results.
    • Fixed an issue preventing the metrics graph from populating with CPU and RAM information on the Agent Console.
    • Fixed an issue where the Software Inventory report displayed incorrect device counts and software versions.
    • Fixed an issue preventing the Patch Status Summary report from generating when certain filters were applied.
    • Fixed an issue where launching a first-time remote connection installed Splashtop RMM on the end-user device instead of Splashtop Streamer.
    • Fixed an issue where exporting a Software Inventory report with special chars (e.g., $, *, @) caused the report to become corrupted.
    • Fixed an issue affecting the search bar on the Patch Approval page.
    • Fixed an issue preventing the Block Contracts Balance report from exporting to Excel.

    PSA

    • Fixed an issue where high usage notifications for Block Hours Contracts were not generated when 80% or more of the allocated hours were utilized.
    • Fixed an issue where additional characters were added to email addresses within hyperlink when converted into Atera ticket comments.
    • Fixed an issue where the 'Auto Ticket Tag' field was erroneously displayed under Actions within Ticket Automation rules, even though it was not designed to function in that context.
    • Fixed an issue where ticket statuses were not correctly displayed in the French version of the Customer Portal.
    • Fixed an issue where ticket types displayed in the Customer Portal did not match the configurations set within the Atera platform.
    • Fixed an issue preventing users from exporting the SLA report to excel.
    • Fixed an issue where the Timesheet report PDF export was occasionally aligned left instead of center.
    • Fixed an issue where the Time Entries window would remain stuck in loading when accessed from a ticket.
    • Fixed an issue where users were unable to download Classic Reports as PDFs.
    • Fixed an issue where emails configured in Ticket Automation Rules did not reach their intended recipients, even though the Ticket Activity log indicated that they had been sent.
    • Fixed a one-off issue blocking the creation of cryptographic keys when enabling SSL.
    • Fixed an issue displaying the incorrect number of 'Due today' tickets in the Ticket status widget on the Dashboard
    • Fixed an issue affecting the execution of scheduled automation profiles.
    • Fixed an issue preventing custom SMTP settings from being deleted after enabling DKIM.
    • Fixed an isolated issue affecting the display of tables in the Block Hour and Software Inventory reports.
    • Fixed an isolated issue where a Superpower account was unable to enable the Custom SSL for the Customer Portal.

    General

    • Fixed an issue preventing the Software Inventory report from being exported to Excel.
    • Fixed an issue where the Online Backup Summary email was not being sent to recipients, despite successful configuration and backup completion.
    • Fixed an issue preventing the export of the Online Backup Summary report.
    • Fixed an Advanced Reports issue where updating the timezone for any tile in the Ticketing Summary report would reset the time zone to UTC.
    • Fixed an issue preventing the Custom Assets page from loading.

    Mobile

    • Fixed an issue where a ticket's first comment was attributed to the technician when the ticket was created, triggering an email to the contact.

    App Center

    • Fixed an isolated issue preventing a workgroup Network Discovery scan from running.

    June

    RMM

    • ​​Fixed an issue where scheduled IT automation profiles ignored software patch exclusions for Java and 7-Zip.
    • Fixed an issue where the Recent Processes report failed to display specific device details for bulk software installations.
    • Fixed an issue where the Patch & Automation Feedback report was not showing detailed information for each triggered task within an IT Automation profile.
    • Fixed an issue where the Patch & IT Automation Feedback report would not load correctly when accessed from the email hyperlink.
    • Fixed an issue where availability monitoring alerts for HTTP devices were not being generated when the specified text string was not found on the monitored devices

    PSA

    • Fixed an issue where internal note notifications did not display the associated ticket number or direct users to the appropriate ticket page.
    • Fixed an issue where contacts imported using Azure AD did not receive activation links to the Customer Portal because their email addresses were not recognized as valid.
    • Fixed an issue preventing clients from adding new events via Office 365 Calendar Integration, due to a Microsoft URL issue.
    • Fixed an issue where the 'Last modified' date on Knowledge Base Articles was not updating correctly after edits, both in the Atera platform and in the Customer/Service portal.
    • Fixed an issue preventing users from updating their primary support address under Email Settings.
    • Fixed an issue preventing specific ticket fields from updating automatically on the Tickets page.
    • Fixed an issue where tickets created via the Customer Portal were duplicated.
    • Fixed an issue where notifications were not being generated when more than 80% of the total allocated hours in a Block Hours Contract were utilized.
    • Fixed an issue where searching for specific ticket comments did not produce the expected results, even when the comments were present in the tickets.
    • Fixed an issue where filtering by 'None' under Customer Rank on the Tickets page produced inaccurate and incomplete results.

    General

    • Fixed an issue where Patch Search & Deploy reports were not being delivered as scheduled.
    • Fixed an issue where Network Discovery scans failed when attempting to scan large networks due to the system's inability to handle networks with a large number of potential IP addresses (denoted by a CIDR value below 20). The solution involved restricting the minimum CIDR value for scanning to 20, which effectively limits the size of networks the system attempts to handle, thus reducing the potential for errors during scanning.

    Mobile

    • Fixed an issue where Availability alerts were not being sent as push notifications to Android devices, despite other types of alerts generating properly.
    • Fixed an issue where Atera Mobile App users were unable to open or download attachments from ticket conversations on Android devices.
    • Fixed an issue where pasted images were not visible as attachments in tickets when viewed from the Mobile App.

    App Center

    • Fixed an issue preventing the activation of Axcient X360 Cloud or X360 Recover features.

    May

    RMM

    • Fixed an issue where information was not displayed properly in the Agent Console for newly installed agents, specifically on devices with non-English operating systems.
    • Fixed an isolated issue preventing technicians with Admin privileges from accessing threshold profiles due to a problem with the account’s DB schema.
    • Fixed an intermittent issue preventing Atera from generating critical alerts from event IDs.
    • Fixed an issue causing delays in device status updates and offline alerts. This has been resolved with recent updates to the Atera agent.
    • Fixed an issue where agent information was not displaying properly in the Agent Console for macOS M1 or M2 devices on Ventura 13.0 and above.

    PSA

    • Fixed an issue where the ‘Initial Connection’ date was incorrectly updated to match the ‘Last Sync date’ upon every Azure AD connection.
    • Fixed an issue where users were unable to log in to the Service Portal using the activation link they received via email.
    • Fixed an IT Department issue where the {User First Name} and {User Last Name} snippets were not pulling the associated values in the subject line of email templates.
    • Fixed an issue where the ‘Ticket Type’ field in the Customer Portal remained editable, despite being set to ‘View-only’ in the field visibility configurations under Admin > Custom Fields > Ticket > Type.
    • Fixed an issue where the Atera logo was appearing instead of the Customer’s logo on the Customer Portal login page, specifically when using Mozilla Firefox.
    • Fixed an issue where the dropdown values available for ‘Ticket Type’ in the Customer Portal and within the Atera platform were inconsistent, resulting in discrepancies when creating tickets from the Customer Portal.
    • Fixed an issue where adding multiple email addresses to an invoice resulted in the email being sent only to the last recipient added.
    • Fixed an issue causing inconsistent ordering of dropdown values for custom ticket fields, when creating tickets in the Atera webapp vs the Customer Portal.
    • Fixed an issue where the formatting of Knowledge Base articles, including header styles and bullet points, was not preserved when accessed from the Customer Portal.
    • Fixed an issue where logging into the Customer Portal after accessing a specific ticket URL would incorrectly redirect users to the main ticket page instead of the intended ticket
    • Fixed an intermittent issue preventing successful DKIM domain verification and blocking access to CNAME records.
    • Fixed an issue in which some Flat-Fee contracts were double-billed due to an incorrect date range calculation at the end of each month, resulting in their inclusion in multiple billing periods.
    • Fixed a one-off issue preventing the deletion of a specific contact from within the platform.
    • Fixed an issue where ticket comments and internal notes were missing due to a comment that exceeded the 64KB limit.
    • Fixed an issue where the logo in Reports, Invoices, and the Customer Portal was being rendered at a smaller size than expected.

    General

    • Fixed an issue preventing end users from accessing scheduled reports through the provided email link.
    • Fixed an issue preventing downloads of the Hardware Inventory Report.
    • Fixed an intermittent issue where the Ticket Activity widget on the new dashboard displayed incorrect information when compared to the Tickets page.
    • Fixed an issue where the average ticket SLA statistics widget on the new dashboard displayed inaccurate values compared to the SLA report.

    Mobile

    • Fixed an issue where the Atera Mobile App was temporarily unavailable in the iOS App Store with a region error message.
    • Fixed an issue where the body of a ticket was either blank or displayed very little information when displayed in the mobile app.

     

    April

    RMM

    • Fixed an issue with Advanced Filters on the Devices page where adding two or more conditions about installed software under the ALL operator resulted in no devices being returned, even if they met the criteria.
    • Fixed an issue causing inconsistent results in the Patch & Automation Feedback report when selecting multiple IT Automation profiles.

    PSA

    • Fixed an issue where forwarding a Plain Text email to Atera only added the most recent message to the ticket rather than the entire conversation history.
    • Fixed an issue where trial users did not receive an error message for invalid email entries when trying to update their email settings, causing attempted updates to fail.
    • Fixed an isolated issue with a user-defined ticket automation rule failing to populate the Product Family custom field upon email delivery.
    • Fixed an issue where changes made to a checkbox-based custom field in the Customer Portal were not reflected in the corresponding ticket within Atera and vice versa.
    • Fixed an issue where legacy users' uploaded company logos were not displayed correctly in the Atera console.

    • Fixed an issue where attachments in scheduled tickets were channeling their inner "Invisibility Cloak"... They would mysteriously disappear when revisiting the ticket and then reappear once it was scheduled. But fear not, we've waved our developer wands and cast a counter-curse to ensure their elusive behavior is a thing of the past.

    • Fixed a rather peculiar issue where end users attempting to open a ticket with the Helpdesk Agent were met with a blank page instead of being propelled toward the Customer Portal. The culprit? Turns out that recent changes to our clusters had caused our DNS updates to take a detour through a wormhole, leaving the Customer Portal URL configurations stranded in another dimension. Fortunately, the DNS updates have finally caught up and order has been restored to Atera's ticketing galaxy.
    • Speaking of the Customer Portal... With great updates comes the risk of equally great bugs, so let's raise a glass to the ones we squashed along the way. May they rest in peace in the vastness of space, never to return to our systems again.
      • First on our mission was an issue with the survey link sent to end users upon ticket closure. Instead of accessing the survey they were sent on a scenic detour to the Customer Portal ticket page. We quickly recalibrated our instruments and set the course straight.
      • Contacts were also having trouble resetting their password within the Customer Portal or accessing the 'Reset Password' button from the login page. Fixed that too. 
      • We also resolved a login failure error for end users attempting to open a ticket via the Helpdesk Agent. 
      • Oh, and remember when users were unable to log in to the Customer Portal using the ENTER key after entering their credentials? Yeah, that's no longer a thing.
      • Fixed an issue where end users were redirected to the Customer Portal when attempting to download the Atera agent via a shared installer link. This occurred in accounts with an alias (via DNS CNAME record) pointing to servicedesk.atera.com.
      • And finally, we fixed an issue where where the URL sent to a contact in a scheduled report redirected them to the Customer Portal Tickets page instead of the report. 

    General

    • Fixed an issue where certain uppercase strings in device names were misinterpreted as dates when entered into the global search bar. This was resolved by converting search queries to lowercase before submission.
    • Fixed an issue where legacy DataShield users were not receiving the daily Online Backup Summary emails.

    Mobile

    • Fixed an issue where ticket content was truncated when viewed on the mobile app, instead of displaying the full content as expected.
    • Fixed an issue where scripts were not running properly via the mobile app despite displaying a success message.

     

    March

    RMM

    • Fixed an issue preventing script-based threshold items from triggering alerts.
    • Fixed an issue preventing the Patch Search & Deploy Report from generating when filtering Patch Class by 'Critical updates'.
    • Fixed an issue incorrectly filtering customer devices in the Patch & Automation Feedback Report.
    • Fixed an issue occasionally displaying excluded patches as available within the Patch Management window (on the Devices page).

    PSA

    • Fixed an issue preventing the GET https://app.atera.com/api/v3/tickets method from displaying specific page results.
    • Fixed an issue preventing the export of Timesheet Reports to Excel.
    • IT Department: Fixed an issue where the 'Select Groups' step of the Azure AD import wizard was missing the scroll bar, making it difficult to view all results.

    General

    • Fixed an issue where the order of asset fields was not preserved when adding a new asset.
    • Fixed an issue preventing security groups from populating when syncing with Azure AD.

    App Center

    • Fixed an isolated issue preventing Bitdefender trial activation due to an issue with the Réunion timezone.

     

    February

    RMM

    • Fixed an issue preventing critical alerts from being generated in Atera using event IDs in the local Windows Event Viewer.
    • Fixed an issue preventing scripts from being displayed when accessed from the Devices tab on the Customer page via Manage > Run Script > View.
    • Fixed an issue preventing alerts for SNMP devices from being displayed in the Atera Dashboard.
    • Fixed an issue preventing the 'Disks' monitoring section in the Agent Console from displaying storage capacity information for some Linux devices.
    • Fixed a Beta-environment issue where critical alerts were incorrectly triggered for Windows informational events if no informational alerts were configured in Atera for that threshold item category.
    • Fixed a Beta-environment issue where users with non-admin roles were redirected to the Devices page when trying to create a script from Admin > Scripts because of the new AI script generator feature.
    • Fixed an isolated issue preventing the Software Inventory Report from being generated.
    • Fixed a Beta-environment issue that occasionally caused the Atera agent to crash due to a recent deployment of the Beta AgentPackageMonitoring component.
    • Fixed an issue where adding the 'Device Type' column on the Alerts page resulted in 'Agent PC' being incorrectly displayed for all device types, including servers.
    • Fixed an issue preventing the Software Inventory Report from displaying app installation dates.
    • Fixed an issue where availability alerts for generic devices were failing to generate tickets even though the alert-to-ticket feature was enabled.

    PSA

    • Fixed an issue where the round-robin auto-assign feature was distributing tickets unevenly among technicians. The issue was resolved by updating the logic to assign a new ticket to the technician with the oldest pending ticket in the round-robin pool, ensuring an even distribution of ticket assignments.
    • Fixed an issue where dropdown custom fields were not populated upon ticket creation for scheduled tickets.
    • Added support for third-party voicemail systems on the email-to-ticket feature.
    • Fixed an issue where the Average First Response time displayed a negative value due to how first response dates were calculated when merging tickets. The logic for merging tickets has been updated to ensure accurate calculation of the first response date.
    • IT Department: Fixed an issue automatically setting the first user for each site as the main site user.

    General

    • Fixed a discrepancy in the reporting of memory metrics between the Agent Console and the Hardware Inventory Report.
    • Fixed an issue preventing scheduled reports from being sent via email within Advanced Reports. 
    • Fixed an issue where opening a ticket in a new tab caused a significant delay in loading time.
    • Fixed an issue causing inconsistent reporting of ticket numbers in the Technician Comparison Report. 
    • Fixed an issue where, even though no customers could be deleted from the system, technicians appeared to have the authority to delete customers without the necessary permissions.

    Mobile

    • Fixed an issue where scripts with variables failed to run on the mobile app despite a success message receipt.
    • Fixed an issue preventing ticket content from being displayed in the iOS version of the mobile app if the sender's email signature included a picture. 

    App Center

    • Fixed an intermittent issue in which the 'Apps' button was missing from the 'Manage' dropdown menu for devices, preventing third-party app installation.
    • IT Department: Fixed an issue preventing the 'Company name' dropdown menu from displaying the available 'companies' when deploying Bitdefender.

     

    January

    RMM

    • Fixed an issue where running scripts as 'current user' on an RDP Server with multiple logged-in users only worked for one of them.
    • Fixed an isolated issue where a failed attempt to remove the Atera agent caused an SNMP device to be displayed as offline in the Agent Console incorrectly.
    • Fixed an issue causing software bundle installation via Chocolatey to occasionally fail for newly installed agents when run via IT Automation Profile.
    • Fixed an issue preventing IT Automation Profiles from updating after adding excluded software patches.
    • Fixed an issue causing inconsistent memory metrics for Mac M1 and M2 devices. 
    • Fixed an isolated issue preventing patch installation via Atera due to a date format error caused by the device's use of Greek symbols for AM/PM.
    • Fixed two issues affecting the functionality of the Alerts page. First, the auto-refresh mechanism did not work properly. Second, alerts were displayed incorrectly in Firefox.
    • Fixed an issue occasionally preventing scripts from running in the Beta environment.
    • Fixed an issue affecting the display size of the customer logo image on the Alerts page.
    • Fixed an issue where opening a minimized CMD modal in the Agent Console failed and rendered the left panel and search bar unresponsive
    • Fixed an issue where Linux device metrics failed to populate in the Agent Console and the Terminal did not function as expected.
    • Fixed an issue preventing the Terminal from working on some Linux devices.
    • Fixed an issue preventing the display of disk information in the Agent Console. 

    PSA

    • Fixed an issue causing the Notification Center to display internal notes for technician-tagged tickets without ticket details or a valid hyperlink.
    • Fixed an issue causing notifications to remain in the Notification Center for more than 7 days.
    • Fixed an issue preventing ticket previews from displaying properly in some versions of Safari.
    • Fixed an issue where SLAs were occasionally missing from tickets as a result of a conflict between a ticket automation rule and SLA calculation.

    General

    • Fixed an intermittent issue preventing the addition of dropdown values for a custom asset field type.
    • Fixed an issue where values containing a space character in the dropdown list for asset field types were not displayed when creating a new asset.
    • Fixed an issue preventing the ‘SNMP Devices’ view in Advanced Reports from working properly.
    • Fixed an issue preventing the addition of custom asset fields for asset types.
    • Fixed an issue where the Activity Log for 'Today' displayed results only up to a certain hour or included results from the previous day.

     

    2022

     

    December

    RMM

    • Fixed an issue preventing the 'Last Modified' information from updating when adding a script to an IT Automation Profile.
    • Fixed an issue where the ‘Value’ slider field for a custom ‘Failed Login Attempts’ threshold item could not be updated.
    • Fixed an issue preventing scheduled IT Automation Profiles from running.
    • Fixed an issue where the Antivirus related threshold items were not generating Bitdefender alerts as expected.
    • Fixed an issue that sometimes prevented the Recent Processes Report page from loading.
    • Fixed an issue affecting the ‘Customer Name’ and ‘Agent Name’ filters in the Patch & Automation Feedback Report.
    • Fixed an issue preventing customers from performing 2FA-required actions despite having 2FA enabled.
    • Fixed a one-off issue preventing the deletion of a customer from within Atera.
    • Fixed an issue preventing the removal of information stored within mandatory ScreenConnect fields by adding a toggle to disable ScreenConnect and delete the previously stored information.
    • Fixed an issue affecting the deletion of older devices from a single customer’s account.
    • Fixed a Beta-environment issue where trying to access an SNMP, Generic, or HTTP device from the Alerts page resulted in an incorrect redirect to a URL for a different device type.

     

    PSA

    • Fixed an issue causing inconsistencies between the scheduled and manually generated Timesheet Report.
    • Fixed an issue where the ‘GET Agent/ CustomerID’ API call (GET/api/v3/agents/customer/{customerId}) returned the incorrect number of devices for a customer.
    • Fixed an issue affecting Ticket Automation Rules with an 'Activity Status' condition.
    • Fixed an issue causing the Patch Summary Report to fail with a 504 Gateway timeout when attempting to run the report for over 10,000 devices.
    • Fixed an issue preventing SLA assignment tickets created from the Customer Portal.
    • Improved the functionality of the 'Export to PDF' option on the Software Inventory Report by increasing the number of items displayed per page from 10 to 50.
    • Fixed an issue preventing a single customer from performing certain actions from the tickets page, including merging tickets, assigning technicians, and setting ticket priority or status.
    • Fixed an issue where the notification center was displaying internal notes without content and a valid hyperlink to the ticket.
    • Fixed an issue preventing customers from saving their custom SMTP settings, despite a successful email settings test.

     

    General

    • Fixed an issue causing the Ticketing Summary Dashboard to display a ticket's time creation inaccurately. 
    • Fixed a one-time issue preventing the scheduling of built-in dashboards within Advanced Reports.
    • Fixed an issue preventing mandatory custom fields from populating when importing a site/customer.
    • Fixed an issue preventing the sync of Azure AD contacts caused by an internal microservice upgrade. 
    • Fixed an IT Department copy issue where the incorrect title was displayed on the French version of the Sites page.

     

    App Center

    • Fixed an issue preventing the deployment of BitDefender agents due to improper migration of the BitDefender account to Atera.

     

    November

    RMM

    • Fixed an issue affecting the functionality of the Delete, Snooze, and Resolve buttons on the Alerts page.
    • Fixed an issue preventing memory and video card information display for macOS Ventura devices under Hardware in the Agent Console.
    • Fixed an issue where 'Delete Temp Files' was incorrectly shown as an option for macOS devices when creating or editing an IT Automation Profile.
    • Fixed an issue preventing online macOS devices from appearing in the Software Inventory Report.
    • Fixed an issue affecting the 'Disk information' display when clicking 'Show more' in scheduled Auditor Reports.

     

    PSA

    • Fixed an issue where the wrong SLA was occasionally applied to tickets.
    • Fixed an issue incorrectly displaying an SLA's 'First Response' as exceeded. 
    • Fixed an issue preventing internal comments on tickets from triggering the 'First Response' target in an SLA.
    • Fixed an issue causing the SLA on a ticket to disappear after manually assigning a technician from within the ticket.
    • Fixed an issue preventing bullet indentation in ticket replies.
    • Fixed an issue where contact emails weren't generated when typing in the CC field on a ticket.
    • Fixed a Beta-environment issue where a billed ticket reopened upon contact email response.

     

    General

    • Fixed an issue causing the expanded results of the Hardware Inventory Report to generate incorrect and duplicate data.
    • Fixed two issues with the Hardware Inventory Report. First, agents within the 'Unassigned folder' appeared under another folder. Second, the same agent name was displayed for all devices.
    • Fixed an issue where the Hardware Inventory Report displayed Mac devices as Windows Servers.
    • Fixed issues preventing the Hardware Inventory Report from displaying data related to 'Available Disk Capacity'.

     

    Network Discovery

    • Fixed issues preventing domain controller scans from displaying storage information for discovered devices.
    • Fixed an issue causing Network Discovery to load slowly.

     

    Mobile

    • Fixed an issue where push notifications for alerts were displayed under the wrong customer.

     

     

     

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    Julian Kudo

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