Resolved: KeeperPAM Connection Errors in US Data Center

Update timeline

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.