Istoricul incidentelor Keeper

1. 31 iulie 2026 la 20:00 UTCresolved

   Conexiunile stabilite prin intermediul Router-ului Păstrătorului și al Gateway-ului din regiunea UE sunt în scădere. Detalii suplimentare vor fi postate în raportul postmortem.

2. 31 iulie 2026 la 20:00 UTCpostmortem

   Raport post-Incident ** 31 iulie 2026 ** ## Rezumat La 30 iulie 2026 la 11:33 PM CT, serviciul de rutare a conexiunilor KeeperPAM din regiunea UE a început să arunce erori. Erorile Router/Gateway au durat aproximativ 12 ore și 45 de minute, serviciul complet fiind restaurat la aproximativ 12:18 PM CT pe 31 iulie. În timpul acestei ferestre, principala platformă a EU Keeper \(vault access, autentificare, și toate celelalte servicii ale Păstrătorului\) a rămas pe deplin operațională pe tot parcursul. ## What happened Pe 22 iulie, o desfăşurare de rutină la serviciul nostru de rutare de conectare \ O configuraţie greşită a obiectivului a determinat regiunea UE să caute un criteriu final FIPS, care nu este disponibil. În consecință, atunci când containerele de servicii din regiunea UE au fost repornite în urma implementării, acestea nu și-au putut recupera configurația de pornire și au intrat într-o stare eșuată. Doi factori au permis ca această eroare să nu fie detectată mai mult de o săptămână. În primul rând, containerele existente au continuat să servească traficului, în timp ce containerele de înlocuire nu au reușit să înceapă în tăcere, astfel încât nu a existat niciun impact imediat al clienților de pe 22 iulie. QA a trecut, de asemenea, toate testele de verificare a producției. În al doilea rând, eșecul de configurare-sarcină a fost înregistrat la nivel INFO mai degrabă decât ERROR sau CRITICAL, astfel încât nu au fost generate alerte PagerDuty. În noaptea de 30 iulie, ultimele containere sănătoase s-au retras, balansul de sarcină al serviciului avea zero ţinte sănătoase, iar obiectivul final a început să revină la erorile HTTP 503. Monitorizarea automată a sănătăţii a detectat întreruperea în câteva secunde şi a chemat echipa noastră de gardă. ## What We're Changing 1. **Alertarea pe rollover-uri de containere eșuate.** Lansăm alarme CloudWatch în toate regiunile și mediile care trag atunci când sarcinile containerelor nu reușesc în mod repetat să pornească, să detecteze defecțiunile de implementare tăcute. 2. ** Log severity for startup failings. ** Orice neîncărcare a configurației de pornire necesare se va conecta acum la severitatea EROR/CRITICAL în loc de INFO care declanșează alertele adecvate. Ne cerem scuze clienților noștri din UE pentru întrerupere.

Traducere automată din actualizarea oficială a incidentului.

1. 8 iulie 2026 la 18:51 UTCidentified

   Suntem conştienţi de erorile de conectare Keeper Gateway şi KSM datorită răspunsurilor "invalide client version." Am identificat problema şi va fi rezolvată în câteva minute.

2. 8 iulie 2026 la 19:14 UTCresolved

   Erori API au fost rezolvate. Versiunea clientilor Keeper Gateway si KSM nu mai returneaza o eroare.

Traducere automată din actualizarea oficială a incidentului.

1. 19 iunie 2026 la 15:05 UTCidentified

   We are aware of an issue with direct record sharing for enterprise users as a result of yesterday's Vault 18.3 update. We will issue a patch before 12PM PST. To work around the issue, you can click the "Can share to users outside the enterprise" option in Role enforcements, or just use the Desktop App.

2. 19 iunie 2026 la 23:00 UTCresolved

   The issue was resolved at 12:30PM PST.

1. 1 aprilie 2026 la 01:40 UTCresolved

   On March 30 at 8:00 PM PST, Keeper performed a scheduled minor upgrade to our multi-region AWS RDS clusters as part of routine maintenance. The upgrade itself completed in approximately 3 minutes, followed by a standard application restart process that took about 15 minutes. While this process is typically non-disruptive, recent changes to service health checks caused unexpected customer impact during the restart window. This maintenance was not communicated in advance due to an internal miscommunication and the expectation of no impact. We apologize for the disruption and are taking steps to ensure all future maintenance—regardless of expected impact—is communicated ahead of time, as well as reviewing our health check configurations to prevent similar issues.

1. 23 martie 2026 la 17:07 UTCinvestigating

   We are investigating errors in establishing KeeperPAM connections in the US Data Center.

2. 23 martie 2026 la 18:47 UTCidentified

   We have identified the cause of the KeeperPAM connection errors which are related to a networking issue within the AWS ECS environment. We are actively troubleshooting with the AWS support team and will update the ticket as soon as there is a status update.

3. 23 martie 2026 la 20:03 UTCmonitoring

   A fix has been implemented and we are monitoring the KeeperPAM connection stability. We will update this case with additional details soon.

4. 23 martie 2026 la 21:45 UTCresolved

   The issue has been resolved. See postmortem page with additional details.

5. 23 martie 2026 la 23:17 UTCpostmortem

   At 9:05 AM PST, alerts were triggered for issues affecting KeeperPAM connections managed through Keeper’s ECS deployments in the US-EAST region. There were no recent changes to the application or environment. Investigation identified a low-level concurrency bug in the Keeper EPM service that caused request failures under high simultaneous load. These failures led to instability in the ECS services supporting KeeperPAM connections. As a temporary mitigation, we blocked the error condition, restoring KeeperPAM connectivity by approximately 1:00 PM PST. The engineering team then developed and deployed an updated Keeper Router version to address the underlying issue and prevent EPM agents from triggering server errors. The fix was fully validated by 3:00 PM PST, at which point all KeeperPAM services were stable and operating normally.

1. 16 martie 2026 la 18:25 UTCidentified

   We have identified an issue causing KeeperPAM connection errors in the US Data Center. It will be resolved shortly.

2. 16 martie 2026 la 18:52 UTCresolved

   The issue has been resolved. We will update the ticket with additional details shortly.

3. 16 martie 2026 la 18:52 UTCpostmortem

   At 11:08 AM PST, DevOps and customers reported sporadic error messages occurring after login for KeeperPAM customers with connections and tunnels enabled. While vault login itself was not affected, the errors were triggered asynchronously after login due to a communication issue with the KeeperPAM router endpoint. Further investigation determined that a "scheduler" database within the AWS RDS environment - used for certain PAM scheduling operations - was encountering an unexpected error. The operations team resolved the underlying database issue and restarted the affected services. This scheduler service was inadvertently impacting connection establishment. To prevent similar issues in the future, we will be implementing software changes to ensure that scheduling-related errors cannot affect connection functionality. Additional monitoring and alerting have also been implemented for the scheduler databases to help detect and prevent similar issues going forward. Full service for connection and tunneling capabilities was restored by 11:40 AM PST.

1. 19 februarie 2026 la 05:30 UTCresolved

   As part of our planned GovCloud region maintenance involving database upgrades, restarts of the Redshift cluster were required. As a result, downstream services required configuration updates and all services are now restored.

2. 19 februarie 2026 la 05:30 UTCpostmortem

   Maintenance in the GovCloud region was scheduled to begin at 8:00 PM PST with a planned duration of 30 minutes. During the maintenance window, certain services required additional reconfiguration beyond the original scope. Core services were restored within the planned 30-minute window. However, due to the extended reconfiguration activities, some users experienced API errors during login for approximately 15 minutes following service restoration.

1. 2 decembrie 2025 la 22:48 UTCidentified

   During scheduled system updates, we have encountered unexpected NGINX 503 / 502 errors in the EU region. As of 4:50 PM CST, work is still in progress. During this time, users in the EU region will experience brief or intermittent access interruptions when using Keeper.

2. 3 decembrie 2025 la 00:47 UTCresolved

   The issue has been resolved. We will update the postmortem report shortly.

3. 4 decembrie 2025 la 22:29 UTCpostmortem

   On December 2, our **EU region** experienced an unexpected outage during planned infrastructure updates. The issue began at **1:24 PM PT** and service was fully restored by **4:10 PM PT**. **What Happened** During an update to our server configuration, a region-specific configuration error caused the EU environment to begin throwing API errors. Although the underlying issue was identified quickly, each corrective change required a full autoscaling group rollout \(up to 30 minutes per cycle\) which extended the total recovery time. **Resolution** Our engineering team implemented the necessary fixes and restored service. We have also updated our infrastructure-as-code to ensure this issue cannot recur in future deployments. We apologize for the disruption and appreciate your patience while we resolved the incident.

1. 20 octombrie 2025 la 17:25 UTCidentified

   There are intermittent connectivity issues due to the AWS outage in US-EAST-1 affecting KeeperPAM cloud connections, scheduled rotations and discovery operations.

2. 20 octombrie 2025 la 20:31 UTCresolved

   Clearing this alert as most AWS services are restored.

1. 20 octombrie 2025 la 09:20 UTCinvestigating

   AWS is reporting errors in the US-EAST region that are affecting multiple services, affecting email and SMS delivery which impacts Keeper device approvals. The AWS Service Health dashboard can be monitored here: https://health.aws.amazon.com/health/status

2. 20 octombrie 2025 la 10:00 UTCidentified

   SMS delivery services have been restored, but AWS Lambda is still down which affects our email delivery of device approvals. We recommend using the "Keeper Push" or TOTP method of device approval.

3. 20 octombrie 2025 la 15:17 UTCresolved

   All Keeper email delivery services in US-EAST-1 were restored around 4AM PST.

1. 10 septembrie 2025 la 15:42 UTCidentified

   We are aware of Auth API errors in EU region and we have identified the isssue. The issue will be resolved shortly.

2. 10 septembrie 2025 la 15:49 UTCresolved

   The issue with Auth API errors in the EU region has been resolved. Additional details will be posted in the postmortem shortly.

3. 26 septembrie 2025 la 16:24 UTCpostmortem

   On **September 10 at 8:42 AM PDT**, our monitoring detected elevated errors with the **Auth API in the EU region**. The issue was identified promptly and fully resolved by **8:49 AM PDT**. Total impact duration was approximately **7 minutes**. ### Impact * **Region affected:** EU * **Service affected:** Authentication API * **Customer impact:** Customers in the EU experienced failed authentication attempts during the incident window. ### Timeline \(PDT\) * **08:42** – Incident detected. Elevated Auth API errors in the EU region reported. * **08:43** – Engineering and DevOps teams engaged. * **08:46** – Root cause isolated to a Terraform-related configuration change involving a VPC endpoint. * **08:49** – Configuration change rolled back; Auth API errors resolved. ### Root Cause The outage was caused by a configuration change in our production tenant during an ongoing Terraform migration. As part of the migration, a new VPC endpoint was being added to production environments. During Terraform apply, a subnet association was also being created. A network disruption occurred between the creation of the VPC endpoint and the subnet association \(behavior not seen in prior testing\) leading to temporary Auth API connectivity failures in the EU region. A new Terraform migration plan has been created that eliminates the possibility of disruption.

1. 21 august 2025 la 17:36 UTCresolved

   Resolved - At 9:49 AM PST, we experienced login API request failures due to errors on an RDS database in the US region. The database failover completed successfully, and all systems were fully operational by 10:00 AM PST.

1. 8 iulie 2025 la 03:18 UTCresolved

   Several customers have been experiencing SSO login errors this morning. The team determined the cause of the issue which is detailed in the postmortem report.

2. 8 iulie 2025 la 03:18 UTCpostmortem

   On June 30, 2025, Keeper published an updated SAML Service Provider \(SP\) certificate as part of our standard annual process. This certificate is used for signing SP requests and does not impact SSL termination. During the update, the certificate subject name was unintentionally changed from sso.keepersecurity.com to sso.staging.keepersecurity.com. While most identity providers do not validate the certificate subject name, certain providers—such as JumpCloud and Shibboleth—may enforce strict matching and reject SAML requests when the subject name does not align. On Sunday July 6, 2025, routine backend infrastructure changes caused the cert to be propagated across production systems throughout the morning hours. The issue with the subject name was identified by our team after several troubleshooting calls with customers. The DevOps team then corrected the issue by publishing the certificate with the proper subject name around 12pm PST. After reviewing the case history, this affected a small number of customers. Next year, when the SP cert change is approaching, we will notify all customers with the exact date and time when the cert will be updated, so those customers using strict SP cert matching can be prepared. We apologize for the error and we have taken steps to ensure this does not occur again.

1. 24 iunie 2025 la 15:27 UTCinvestigating

   We are investigating vault login errors

2. 24 iunie 2025 la 15:28 UTCinvestigating

   We are continuing to investigate this issue.

3. 24 iunie 2025 la 16:01 UTCresolved

   The issue has been resolved. The outage was caused by a high volume of database locks related to a large BreachWatch data update. The engineering team is tracking down the root cause and will be addressing a preventative solution today.

4. 24 iunie 2025 la 20:42 UTCpostmortem

   At 8:15 AM PST, our DevOps team was alerted to elevated API error rates in production. Upon investigation, we identified the following: * The production database was experiencing high table lock contention. * This was triggered by several large-scale BreachWatch data updates. * A recent backend migration had unintentionally doubled the number of parallel update operations, which exacerbated the issue. * A database failover was performed to restore service stability. The issue was fully resolved by 8:40 AM PST. The engineering team has addressed the underlying problem in the update processes and is implementing safeguards to prevent recurrence, including query optimization and improved job orchestration. We apologize for the disruption.

1. 11 iunie 2025 la 12:04 UTCinvestigating

   We are investigating login errors in the EU data center.

2. 11 iunie 2025 la 12:16 UTCidentified

   We have identified the issue causing login errors in the EU data center. Our team is working on a resolution.

3. 11 iunie 2025 la 12:46 UTCresolved

   Login errors in the EU region have been fully resolved. We will update this incident postmortem with additional information shortly.

4. 12 iunie 2025 la 05:09 UTCpostmortem

   At 4:37AM PST, Keeper experienced API errors in the EU region. Service was restored by 5:35AM PST following a database failover. The issue was caused by a bug in the new Device Management API, released the day before. During device registration, the system attempted to delete old devices, which created high database load for accounts with large device counts. The bug was identified, fixed, and a patch was deployed. We apologize for the disruption. To ensure uninterrupted access, we recommend enabling “Work Offline” mode for your account.

1. 13 martie 2025 la 19:17 UTCidentified

   Some users are receiving errors when downloading file attachments. We are working on resolution.

2. 14 martie 2025 la 01:15 UTCresolved

   The issue has been resolved. Additional information is in the postmortem report.

3. 16 martie 2025 la 23:32 UTCpostmortem

   ### **Incident Summary** In the US, EU, and AU regions, users experienced vault errors when attempting to download a file attachment immediately after adding it to a record. This issue affected only newly uploaded attachments in these three data center regions. The Gov, JP, and CA regions were not impacted. ### **Root Cause** During our investigation, we identified a discrepancy in how file attachment triggers were implemented across different regions. A recent Terraform change inadvertently removed the triggers responsible for moving file attachments in the US, EU, and AU regions, preventing newly uploaded files from being immediately available for download. ### **Resolution** We corrected the issue by restoring the missing triggers and applying the necessary changes. Additionally, any affected files were successfully moved to their intended locations. ### **Impact & Mitigation** * No data loss occurred. * All impacted files were successfully resolved by our corrections. * We corrected the issue to prevent similar discrepancies in future infrastructure changes. We apologize for any inconvenience and appreciate your patience while we resolved this issue.

1. 11 martie 2025 la 04:40 UTCresolved

   Between 5:15PM PST and 5:30PM PST, there were a high number of Vault Login errors.

2. 11 martie 2025 la 04:40 UTCpostmortem

   ### **Incident Summary** The Keeper DevOps team was alerted to API errors in the US region. Upon investigation, we identified a high number of database deadlocks affecting performance. To mitigate the immediate impact, we restarted the affected writer instance. ### **Root Cause** Historically, similar issues were linked to specific queries impacting MySQL 8.x updates on the RDS Aurora platform. In this case, we discovered that a utility designed to monitor deadlocks and capture diagnostic data was inadvertently contributing to the problem. A known bug in the MySQL minor version used in production caused our data-gathering query—intended to analyze deadlocks—to trigger additional locking, exacerbating the issue. ### **Resolution & Mitigation** * We promptly disabled the problematic monitoring utility and applied database parameter optimizations in collaboration with the AWS team to enhance performance under peak load. * These changes were fully implemented within 24 hours, and no further excessive row locks have been observed. * Our DBA team is actively working with backend engineers to further optimize write operations for improved performance. * A backend code update with additional optimizations is scheduled for release the week of March 17. We appreciate your patience and will continue to monitor and enhance system performance to prevent similar issues in the future.

1. 6 martie 2025 la 18:23 UTCinvestigating

   We are investigating login errors and our team is currently working on the issue.

2. 6 martie 2025 la 18:24 UTCinvestigating

   We are continuing to investigate this issue.

3. 6 martie 2025 la 18:25 UTCresolved

   The issue has been resolved

1. 24 februarie 2025 la 04:48 UTCidentified

   We are still working on the issue which is causing login errors in the US region. Please use Keeper's "work offline" while we are working to resolve the issue.

2. 24 februarie 2025 la 05:05 UTCresolved

   The issue has been resolved and root cause determined. We will update the postmortem on this issue shortly.

3. 24 februarie 2025 la 07:07 UTCpostmortem

   We identified a backend API and resulting database query which triggered a high database load and affected production services. We are publishing a permanent fix on Monday, Feb 24.

1. 24 februarie 2025 la 03:54 UTCinvestigating

   We are currently investigating login errors in the US region.

2. 24 februarie 2025 la 04:28 UTCresolved

   The issue has been resolved.