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Keeper: Vault login errors - resolved

Impact: criticalStatus: postmortemStarted Resolved (34 min)4 updatesSource: stspg.io (opens in new tab)
Summary

Keeper reported a critical outage causing vault login errors affecting the Keeper Admin Console (US) and Keeper Web Vault (US), starting 2025-06-24 15:27 UTC and resolved at 2025-06-24 16:01 UTC (33 min). Large BreachWatch updates triggered database lock contention, exacerbated by a backend migration doubling parallel updates; engineering planned a preventative solution.

Machine-written from the archived incident (Sol). Check the timeline before relying on it.

Affected components: 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)

Timeline of updates

  1. investigating

    We are investigating vault login errors

  2. investigating

    We are continuing to investigate this issue.

  3. resolved

    The issue has been resolved. The outage was caused by a high volume of database locks related to a large BreachWatch data update. The engineering team is tracking down the root cause and will be addressing a preventative solution today.

  4. postmortem

    At 8:15 AM PST, our DevOps team was alerted to elevated API error rates in production. Upon investigation, we identified the following: * The production database was experiencing high table lock contention. * This was triggered by several large-scale BreachWatch data updates. * A recent backend migration had unintentionally doubled the number of parallel update operations, which exacerbated the issue. * A database failover was performed to restore service stability. The issue was fully resolved by 8:40 AM PST. The engineering team has addressed the underlying problem in the update processes and is implementing safeguards to prevent recurrence, including query optimization and improved job orchestration. We apologize for the disruption.

Rewindex changes for this incident

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Keeper profile · Recent Keeper incidents · Markdown · JSON