# Keeper: Critical incident: Login errors in the EU data center

**Summary:** _summary pending_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-06-11 12:04 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/v8nb5192nscn](https://stspg.io/v8nb5192nscn)
- [Company: Keeper](https://rewindex.com/company/keeper.md)
- Versions: before (none: first archived) → after incident\_version:311/hcrvzkfs3lwr@e73f89e9cbcc
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Login errors in the EU data center
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2025-06-11 12:04 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-06-11 12:46 UTC
```

**6. Added: Affected components**

```diff
+ Keeper Admin Console (EU), Keeper Infrastructure (EU Data Center) - Keeper Admin Console (EU), Keeper Infrastructure (EU Data Center) - Keeper Web Vault (EU), Keeper Web Vault (EU)
```

**7. Added: Update** (investigating) · 2025-06-11 12:04 UTC

```diff
+ We are investigating login errors in the EU data center.
```

**8. Added: Update** (identified) · 2025-06-11 12:16 UTC

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

**9. Added: Update** (resolved) · 2025-06-11 12:46 UTC

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

**10. Added: Update** (postmortem) · 2025-06-12 05:09 UTC

```diff
+ 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.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-06-11 12:04 UTC | Critical incident: Login errors in the EU data center (this change) | outage |

All Keeper changes: [timeline](https://rewindex.com/company/keeper/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i47adee6494f67e · Markdown: https://rewindex.com/change/i47adee6494f67e.md · JSON: https://rewindex.com/api/v1/changes/i47adee6494f67e · Generated 2026-10-18T00:38:39.337Z