Keeper: File attachment download errors for new uploaded files

Impact: minorStatus: postmortemStarted 2025-03-13 19:17 UTCResolved 2025-03-13 21:15 UTC (2.0 h)3 updatesSource: stspg.io

Affected components: Keeper Infrastructure (US Data Center) - Keeper Web Vault (US)Keeper Web Vault (US)

Timeline of updates

identified2025-03-13 19:17 UTC
Some users are receiving errors when downloading file attachments. We are working on resolution.
resolved2025-03-13 21:15 UTC
The issue has been resolved. Additional information is in the postmortem report.
postmortem2025-03-16 23:32 UTC
### **Incident Summary** In the US, EU, and AU regions, users experienced vault errors when attempting to download a file attachment immediately after adding it to a record. This issue affected only newly uploaded attachments in these three data center regions. The Gov, JP, and CA regions were not impacted. ### **Root Cause** During our investigation, we identified a discrepancy in how file attachment triggers were implemented across different regions. A recent Terraform change inadvertently removed the triggers responsible for moving file attachments in the US, EU, and AU regions, preventing newly uploaded files from being immediately available for download. ### **Resolution** We corrected the issue by restoring the missing triggers and applying the necessary changes. Additionally, any affected files were successfully moved to their intended locations. ### **Impact & Mitigation** * No data loss occurred. * All impacted files were successfully resolved by our corrections. * We corrected the issue to prevent similar discrepancies in future infrastructure changes. We apologize for any inconvenience and appreciate your patience while we resolved this issue.