# Keeper: Critical incident: Vault login issues in US

**Summary:** Keeper reported critical vault login issues affecting Keeper Web Vault (US) and Keeper Admin Console (US), from 2023-09-19 17:37 UTC to 2023-09-19 17:43 UTC (6 min). Its postmortem described intermittent API errors and identified bugs in the desktop app and backend API; DevOps resolved the issue. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2023-09-19 17:37 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/z5rd2n93zygr](https://stspg.io/z5rd2n93zygr)
- [Company: Keeper](https://rewindex.com/company/keeper.md)
- Versions: before (none: first archived) → after incident\_version:311/jn0stl29p7lm@17f96eefafa5
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Vault login issues in US
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2023-09-19 17:37 UTC
```

**5. Added: Resolved time**

```diff
+ 2023-09-19 17:43 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** (investigating) · 2023-09-19 17:37 UTC

```diff
+ We are investigating vault login issues in the US data center.
```

**8. Added: Update** (resolved) · 2023-09-19 17:43 UTC

```diff
+ Vault login issues in the US has been resolved. We will update this statuspage event with additional details.
```

**9. Added: Update** (postmortem) · 2023-09-19 18:52 UTC

```diff
+ Our team received notification of API errors at 10:20AM PST. Between 10:20AM and 10:50AM the errors were intermittent and causing vault login errors in the US data center. The DevOps team resolved the issue fully at 10:53AM PST. After resolution of the issue, the engineering team researched the cause and found that a bug in the desktop app and also a related bug down the chain of processes in the backend API caused some client devices to generate a high number of full-sync API calls. We have identified the root cause and a patch is being applied to both Desktop App and Backend API components over the next 24 hours.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2023-09-19 17:37 UTC | Critical incident: Vault login issues in US (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/i7d2a404911e8c8 · Markdown: https://rewindex.com/change/i7d2a404911e8c8.md · JSON: https://rewindex.com/api/v1/changes/i7d2a404911e8c8 · Generated 2026-10-18T03:33:50.381Z