# Keeper: Critical incident: Keeper vault login errors - resolved

**Summary:** Keeper reported critical US-region login errors affecting Keeper Admin Console and Keeper Web Vault from 2025-02-24 04:48 UTC to 2025-02-24 05:05 UTC (16 min), recommending “work offline.” A backend API and resulting database query triggered high database load; service was resolved, with a permanent fix planned for Monday, Feb 24. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-02-24 04:48 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/49p7b361cw8j](https://stspg.io/49p7b361cw8j)
- [Company: Keeper](https://rewindex.com/company/keeper.md)
- Versions: before (none: first archived) → after incident\_version:311/rq6syxh5tytw@eec3bca4e1b3
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Keeper vault login errors - resolved
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2025-02-24 04:48 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-02-24 05:05 UTC
```

**6. Added: Affected components**

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

**7. Added: Update** (identified) · 2025-02-24 04:48 UTC

```diff
+ 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.
```

**8. Added: Update** (resolved) · 2025-02-24 05:05 UTC

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

**9. Added: Update** (postmortem) · 2025-02-24 07:07 UTC

```diff
+ 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.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-02-24 04:48 UTC | Critical incident: Keeper vault login errors - resolved (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/i5319e9e38ef688 · Markdown: https://rewindex.com/change/i5319e9e38ef688.md · JSON: https://rewindex.com/api/v1/changes/i5319e9e38ef688 · Generated 2026-10-18T03:33:50.546Z