Keeper 中断历史

1. 2026年7月31日 UTC 20:00resolved

   通过欧盟区域的守护者路由器和网关建立的连接正在失败. 更多详情将公布在验尸报告中.

2. 2026年7月31日 UTC 20:00postmortem

   # 事件后报告 ** 2026年7月31日** □ 总结 2026年7月30日11:33 PM CT,欧盟地区的KeeperPAM连接线路服务开始抛出出出错. 路由器/Gateway出错持续了约12小时45分,7月31日恢复了12:18 PM CT的全程服务. 在这个窗口中,主守护者欧盟平台\(默认访问,认证,以及所有其他守护者服务\)在整个期间仍然完全运行. # 发生的一切 # # What happened # 7月22日,我们的连接路由服务\ (“ 保存路由器”) 的例行部署包括更新的依赖性, 从而改变了服务如何检索其启动配置 。 端点的错位导致欧盟地区寻找一个FIPS端点,这些端点是没有的. 因此,当欧盟地区服务集装箱在部署后重新启动时,它们无法取回启动配置并进入了失败状态. 有两个因素使得这一失败在一周多的时间里得不到发现。 首先,现有的集装箱继续服务于运输,而更换的集装箱却默默不作声地启动,因此,从7月22日部署起,客户没有受到直接影响。 质量评估还通过了所有生产核查测试。 第二,配置负载失败是在INFO级别上记录的,而不是ERROR或CRITICAL级别,因此没有生成PagerDuty提醒. 7月30日晚,上个健康容器循环出行,服务的负载平衡器没有健康目标,端点开始还原HTTP 503出错. 自动健康检查监测在数秒内检测出停电情况,并呼救我们的待命小组。 ∮ 我们正在改变∮ 1. ** 在集装箱翻转失败后适用。 ** 我们正在所有区域和环境部署 " 云表 " 警报,当集装箱任务一再未能启动时,这些警报就发射,以探测无声部署失败。 2. ** 启动失败的比率。 ** 如果无法装入所需的启动配置,则将记录在ERROR/CRITICAL严重性,而不是触发适当可操作警报的INFO。 我们向欧盟的客户道歉,他们被打断了.

自动翻译自官方事件更新。

1. 2026年7月8日 UTC 18:51identified

   我们知道Keepter Gateway和KSM由于"无效客户端版本"的响应而导致的连接错误. 我们已经确定了这一问题,几分钟后将加以解决.

2. 2026年7月8日 UTC 19:14resolved

   API 错误已经解决 。 Keeper Gateway 和 KSM 客户端版本不再返回错误 .

自动翻译自官方事件更新。

1. 2026年6月19日 UTC 15:05identified

   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. 2026年6月19日 UTC 23:00resolved

   The issue was resolved at 12:30PM PST.

1. 2026年4月1日 UTC 01:40resolved

   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. 2026年3月23日 UTC 17:07investigating

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

2. 2026年3月23日 UTC 18:47identified

   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. 2026年3月23日 UTC 20:03monitoring

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

4. 2026年3月23日 UTC 21:45resolved

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

5. 2026年3月23日 UTC 23:17postmortem

   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. 2026年3月16日 UTC 18:25identified

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

2. 2026年3月16日 UTC 18:52resolved

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

3. 2026年3月16日 UTC 18:52postmortem

   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. 2026年2月19日 UTC 05:30resolved

   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. 2026年2月19日 UTC 05:30postmortem

   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. 2025年12月2日 UTC 22:48identified

   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. 2025年12月3日 UTC 00:47resolved

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

3. 2025年12月4日 UTC 22:29postmortem

   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. 2025年10月20日 UTC 17:25identified

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

2. 2025年10月20日 UTC 20:31resolved

   Clearing this alert as most AWS services are restored.

1. 2025年10月20日 UTC 09:20investigating

   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. 2025年10月20日 UTC 10:00identified

   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. 2025年10月20日 UTC 15:17resolved

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

1. 2025年9月10日 UTC 15:42identified

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

2. 2025年9月10日 UTC 15:49resolved

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

3. 2025年9月26日 UTC 16:24postmortem

   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. 2025年8月21日 UTC 17:36resolved

   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. 2025年7月8日 UTC 03:18resolved

   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. 2025年7月8日 UTC 03:18postmortem

   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. 2025年6月24日 UTC 15:27investigating

   We are investigating vault login errors

2. 2025年6月24日 UTC 15:28investigating

   We are continuing to investigate this issue.

3. 2025年6月24日 UTC 16:01resolved

   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. 2025年6月24日 UTC 20:42postmortem

   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. 2025年6月11日 UTC 12:04investigating

   We are investigating login errors in the EU data center.

2. 2025年6月11日 UTC 12:16identified

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

3. 2025年6月11日 UTC 12:46resolved

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

4. 2025年6月12日 UTC 05:09postmortem

   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. 2025年3月13日 UTC 19:17identified

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

2. 2025年3月14日 UTC 01:15resolved

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

3. 2025年3月16日 UTC 23:32postmortem

   ### **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. 2025年3月11日 UTC 04:40resolved

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

2. 2025年3月11日 UTC 04:40postmortem

   ### **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. 2025年3月6日 UTC 18:23investigating

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

2. 2025年3月6日 UTC 18:24investigating

   We are continuing to investigate this issue.

3. 2025年3月6日 UTC 18:25resolved

   The issue has been resolved

1. 2025年2月24日 UTC 04:48identified

   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. 2025年2月24日 UTC 05:05resolved

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

3. 2025年2月24日 UTC 07:07postmortem

   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. 2025年2月24日 UTC 03:54investigating

   We are currently investigating login errors in the US region.

2. 2025年2月24日 UTC 04:28resolved

   The issue has been resolved.