Changes / Keeper / Resolved: KeeperPAM Connection Errors in US Data Center
Keeper: Major incident: Resolved: KeeperPAM Connection Errors in US Data Center
Summary
KeeperPAM customers with connections and tunnels enabled experienced sporadic errors after login in the US Data Center; vault login was unaffected. Keeper rated the incident major, starting 2026-03-16 18:25 UTC and resolving 2026-03-16 18:52 UTC (26 min). The stated cause was a communication issue with the KeeperPAM router endpoint.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
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After: Resolved: KeeperPAM Connection Errors in US Data Center
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After: major
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After: postmortem
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After: 2026-03-16 18:25 UTC
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After: 2026-03-16 18:52 UTC
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After: Keeper Infrastructure (US Data Center) - Keeper Web Vault (US), Keeper Web Vault (US)
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After: We have identified an issue causing KeeperPAM connection errors in the US Data Center. It will be resolved shortly.
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After: The issue has been resolved. We will update the ticket with additional details shortly.
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After: At 11:08 AM PST, DevOps and customers reported sporadic error messages occurring after login for KeeperPAM customers with connections and tunnels enabled. While vault login itself was not affected, the errors were triggered asynchronously after login due to a communication issue with the KeeperPAM router endpoint.
Further investigation determined that a "scheduler" database within the AWS RDS environment - used for certain PAM scheduling operations - was encountering an unexpected error. The operations team resolved the underlying database issue and restarted the affected services.
This scheduler service was inadvertently impacting connection establishment. To prevent similar issues in the future, we will be implementing software changes to ensure that scheduling-related errors cannot affect connection functionality.
Additional monitoring and alerting have also been implemented for the scheduler databases to help detect and prevent similar issues going forward.
Full service for connection and tunneling capabilities was restored by 11:40 AM PST.
First version of this incident archived by Rewindex. View the live incident.
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Resolved: KeeperPAM Connection Errors in US Data Center (this change) KeeperPAM customers with connections and tunnels enabled experienced sporadic errors after login in the US Data Center; vault login was unaffected. Keeper rated the incident major, starting 2026-03-16 18:25 UTC and resolving 2026-03-16 18:52 UTC (26 min). The stated cause was a communication issue with the KeeperPAM router endpoint. | Major incident |