# 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, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-03-16 18:25 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/xmv5k609bq2r](https://stspg.io/xmv5k609bq2r)
- [Company: Keeper](https://rewindex.com/company/keeper.md)
- Versions: before (none: first archived) → after incident\_version:311/plmj8zx2xwtf@c9523dd4e77b
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Resolved: KeeperPAM Connection Errors in US Data Center
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2026-03-16 18:25 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-03-16 18:52 UTC
```

**6. Added: Affected components**

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

**7. Added: Update** (identified) · 2026-03-16 18:25 UTC

```diff
+ We have identified an issue causing KeeperPAM connection errors in the US Data Center. It will be resolved shortly.
```

**8. Added: Update** (resolved) · 2026-03-16 18:52 UTC

```diff
+ The issue has been resolved. We will update the ticket with additional details shortly.
```

**9. Added: Update** (postmortem) · 2026-03-16 18:52 UTC

```diff
+ 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.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-03-16 18:25 UTC | Major incident: Resolved: KeeperPAM Connection Errors in US 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/i74d3ab9884a35b · Markdown: https://rewindex.com/change/i74d3ab9884a35b.md · JSON: https://rewindex.com/api/v1/changes/i74d3ab9884a35b · Generated 2026-10-18T00:39:23.048Z