Keeper Outage History

Started Sep 09, 2026, 04:32 PM UTC· resolved Sep 09, 2026, 07:43 PM UTC

1. monitoring Sep 09, 2026, 04:32 PM UTC

   The 2FA issues are down stream. AWS has reached out the aggregator that works with the carriers on this issue.

2. resolved Sep 09, 2026, 07:43 PM UTC

   This incident has been resolved.

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Started Jul 31, 2026, 06:00 AM UTC· resolved Jul 31, 2026, 06:00 PM UTC

1. resolved Jul 31, 2026, 08:00 PM UTC

   Connections established through the Keeper Router and Gateway in the EU region is failing. Additional details will be posted in the postmortem report.

2. postmortem Jul 31, 2026, 08:00 PM UTC

   # Post-Incident Report **July 31, 2026** ## Summary On July 30, 2026 at 11:33 PM CT, the KeeperPAM connection routing service in the EU region started throwing errors. The Router/Gateway errors lasted approximately 12 hours and 45 minutes, with full service restored at approximately 12:18 PM CT on July 31. During this window, the main Keeper EU platform — including vault access, authentication, and all other Keeper services — remained fully operational throughout. ## What Happened On July 22, a routine deployment to our connection routing service \(“Keeper Router”\) included an updated dependency that changed how the service retrieves its startup configuration. The endpoint is related to FIPS-specific endpoints. A misconfiguration in the endpoint caused EU region to look for a FIPS endpoints, which are not available. As a result, when service containers in the EU region restarted following the deployment, they were unable to retrieve their startup configuration and entered a failed state. Two factors allowed this failure to go undetected for over a week. First, existing containers continued serving traffic while replacement containers silently failed to start, so there was no immediate customer impact from the July 22 deployment. Second, the configuration-load failure was logged at INFO level rather than ERROR or CRITICAL, so no alerts were generated. On the night of July 30, the last healthy containers cycled out, the service's load balancer had zero healthy targets, and the endpoint began returning HTTP 503 errors. Automated health-check monitoring detected the outage within seconds and paged our on-call team. ## What We're Changing 1. **Alerting on failed container rollovers.** We are deploying CloudWatch alarms across all regions and environments that fire when container tasks repeatedly fail to start, to detect silent deployment failures. 2. **Log severity for startup failures.** Any failure to load required startup configuration will now log at ERROR/CRITICAL severity instead of INFO which trigger the proper actionable alerts. We apologize to our EU customers for the disruption.

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Started Jul 08, 2026, 06:51 PM UTC· resolved Jul 08, 2026, 07:14 PM UTC

1. identified Jul 08, 2026, 06:51 PM UTC

   We are aware of Keeper Gateway and KSM connection errors due to "invalid client version" responses. We have identified the issue and it will be resolved in a few minutes.

2. resolved Jul 08, 2026, 07:14 PM UTC

   API errors have been resolved. The Keeper Gateway and KSM client version is no longer returning an error.

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Started Jun 19, 2026, 03:05 PM UTC· resolved Jun 19, 2026, 11:00 PM UTC

1. identified Jun 19, 2026, 03:05 PM UTC

   We are aware of an issue with direct record sharing for enterprise users as a result of yesterday's Backend API 18.1.3 update. We will issue a patch this morning.

2. resolved Jun 19, 2026, 11:00 PM UTC

   The issue was resolved at 12:30PM PST.

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Started Mar 31, 2026, 03:00 AM UTC· resolved Mar 31, 2026, 03:00 AM UTC

1. resolved Apr 01, 2026, 01:40 AM UTC

   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.

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Started Mar 23, 2026, 05:07 PM UTC· resolved Mar 23, 2026, 09:45 PM UTC

1. investigating Mar 23, 2026, 05:07 PM UTC

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

2. identified Mar 23, 2026, 06:47 PM UTC

   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. monitoring Mar 23, 2026, 08:03 PM UTC

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

4. resolved Mar 23, 2026, 09:45 PM UTC

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

5. postmortem Mar 23, 2026, 11:17 PM UTC

   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.

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Started Feb 19, 2026, 05:30 AM UTC· resolved Feb 19, 2026, 06:00 AM UTC

1. resolved Feb 19, 2026, 05:30 AM UTC

   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. postmortem Feb 19, 2026, 05:30 AM UTC

   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.

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Started Dec 02, 2025, 10:48 PM UTC· resolved Dec 03, 2025, 12:47 AM UTC

1. identified Dec 02, 2025, 10:48 PM UTC

   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. resolved Dec 03, 2025, 12:47 AM UTC

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

3. postmortem Dec 04, 2025, 10:29 PM UTC

   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.

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Started Oct 20, 2025, 05:25 PM UTC· resolved Oct 20, 2025, 08:31 PM UTC

1. identified Oct 20, 2025, 05:25 PM UTC

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

2. resolved Oct 20, 2025, 08:31 PM UTC

   Clearing this alert as most AWS services are restored.

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Started Oct 20, 2025, 09:20 AM UTC· resolved Oct 20, 2025, 03:17 PM UTC

1. investigating Oct 20, 2025, 09:20 AM UTC

   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. identified Oct 20, 2025, 10:00 AM UTC

   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. resolved Oct 20, 2025, 03:17 PM UTC

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

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Started Sep 10, 2025, 03:42 PM UTC· resolved Sep 10, 2025, 03:49 PM UTC

1. identified Sep 10, 2025, 03:42 PM UTC

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

2. resolved Sep 10, 2025, 03:49 PM UTC

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

3. postmortem Sep 26, 2025, 04:24 PM UTC

   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.

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Started Aug 21, 2025, 05:36 PM UTC· resolved Aug 21, 2025, 06:00 PM UTC

1. resolved Aug 21, 2025, 05:36 PM UTC

   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.

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Started Jul 06, 2025, 03:00 PM UTC· resolved Jul 06, 2025, 03:00 PM UTC

1. resolved Jul 08, 2025, 03:18 AM UTC

   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. postmortem Jul 08, 2025, 03:18 AM UTC

   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.

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Started Jun 24, 2025, 03:27 PM UTC· resolved Jun 24, 2025, 04:01 PM UTC

1. investigating Jun 24, 2025, 03:27 PM UTC

   We are investigating vault login errors

2. investigating Jun 24, 2025, 03:28 PM UTC

   We are continuing to investigate this issue.

3. resolved Jun 24, 2025, 04:01 PM UTC

   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. postmortem Jun 24, 2025, 08:42 PM UTC

   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.

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Started Jun 11, 2025, 12:04 PM UTC· resolved Jun 11, 2025, 12:46 PM UTC

1. investigating Jun 11, 2025, 12:04 PM UTC

   We are investigating login errors in the EU data center.

2. identified Jun 11, 2025, 12:16 PM UTC

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

3. resolved Jun 11, 2025, 12:46 PM UTC

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

4. postmortem Jun 12, 2025, 05:09 AM UTC

   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.

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Started Mar 13, 2025, 07:17 PM UTC· resolved Mar 13, 2025, 09:15 PM UTC

1. identified Mar 13, 2025, 07:17 PM UTC

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

2. resolved Mar 14, 2025, 01:15 AM UTC

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

3. postmortem Mar 16, 2025, 11:32 PM UTC

   ### **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.

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Started Mar 11, 2025, 12:00 AM UTC· resolved Mar 11, 2025, 01:30 AM UTC

1. resolved Mar 11, 2025, 04:40 AM UTC

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

2. postmortem Mar 11, 2025, 04:40 AM UTC

   ### **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.

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Started Mar 06, 2025, 06:23 PM UTC· resolved Mar 06, 2025, 06:25 PM UTC

1. investigating Mar 06, 2025, 06:23 PM UTC

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

2. investigating Mar 06, 2025, 06:24 PM UTC

   We are continuing to investigate this issue.

3. resolved Mar 06, 2025, 06:25 PM UTC

   The issue has been resolved

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Started Feb 24, 2025, 04:48 AM UTC· resolved Feb 24, 2025, 05:05 AM UTC

1. identified Feb 24, 2025, 04:48 AM UTC

   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. resolved Feb 24, 2025, 05:05 AM UTC

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

3. postmortem Feb 24, 2025, 07:07 AM UTC

   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.

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Started Feb 24, 2025, 03:54 AM UTC· resolved Feb 24, 2025, 04:28 AM UTC

1. investigating Feb 24, 2025, 03:54 AM UTC

   We are currently investigating login errors in the US region.

2. resolved Feb 24, 2025, 04:28 AM UTC

   The issue has been resolved.

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Started Jan 13, 2025, 10:15 PM UTC· resolved Jan 13, 2025, 10:50 PM UTC

1. investigating Jan 13, 2025, 10:15 PM UTC

   We are currently experiencing delivery issues with T-Mobile SMS 2FA messages. While AWS works to resolve the issue, SMS-based 2FA codes will be temporarily re-routed to email for affected users.

2. resolved Jan 13, 2025, 10:50 PM UTC

   The SMS delivery issue with T-mobile has been resolved.

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