Keeper incident
File attachment download errors for new uploaded files
Keeper experienced a minor incident on March 13, 2025 affecting Keeper Web Vault (US), lasting 1h 58m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Mar 13, 2025, 07:17 PM UTC
Some users are receiving errors when downloading file attachments. We are working on resolution.
- resolved Mar 14, 2025, 01:15 AM UTC
The issue has been resolved. Additional information is in the postmortem report.
- 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.