Keeper incident
Keeper API website load time and API errors in US region
Keeper experienced a critical incident on September 24, 2024 affecting Keeper Security Website (US) and Keeper Web Vault (EU) and 1 more component, lasting 1h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 24, 2024, 01:43 PM UTC
We are currently investigating reports of slow server response times and request timeouts
- identified Sep 24, 2024, 02:07 PM UTC
Root cause has been identified and we are actively working on a resolution.
- monitoring Sep 24, 2024, 02:28 PM UTC
A resolution has been rolled out - the team is monitoring system performance.
- monitoring Sep 24, 2024, 02:34 PM UTC
We are continuing to monitor for any further issues.
- resolved Sep 24, 2024, 02:43 PM UTC
This incident has been resolved.
- postmortem Sep 24, 2024, 11:17 PM UTC
On Tues, Sept 24 at 6:06AM PDT, the DevOps Engineering team started receiving notifications regarding API slowness and HTTP 504 errors coming from the Keeper AWS infrastructure. After an investigation, it was determined that our NGINX instances were throwing the errors due to an overload of network traffic. It was then determined that the network traffic increase was caused by an update to the Keeper Desktop application which was published on Monday, the day before. The DevOps team scaled the AWS infrastructure several times over the period of 60 minutes to address the issue. The issue was fully stabilized and resolved by 7:20AM PDT. After a full analysis of the product update process, the engineering team has decided to change the update mechanism of the Keeper Desktop application to utilize a new distributed content delivery network which does not impact the other Keeper AWS infrastructure. This change will be implemented over the next 2 weeks and in preparation of the next Keeper Desktop application update.