# Keeper: File attachment download errors for new uploaded files

- Impact (vendor’s label): minor
- Status: postmortem
- Started: 2025-03-13 19:17 UTC · Resolved: 2025-03-13 21:15 UTC · Duration: 2.0 h
- Updates: 3 · Affected components: Keeper Infrastructure (US Data Center) - Keeper Web Vault (US), Keeper Web Vault (US)
- [Vendor status page: https://stspg.io/bmh193kymj6k](https://stspg.io/bmh193kymj6k)
- [Company: Keeper](https://rewindex.com/company/keeper.md)

## Timeline of updates

- **identified** 2025-03-13 19:17 UTC: Some users are receiving errors when downloading file attachments. We are working on resolution.
- **resolved** 2025-03-13 21:15 UTC: The issue has been resolved. Additional information is in the postmortem report.
- **postmortem** 2025-03-16 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.


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Canonical: https://rewindex.com/company/keeper/incidents/gvjp060nccmq · Markdown: https://rewindex.com/company/keeper/incidents/gvjp060nccmq.md · JSON: https://rewindex.com/api/v1/companies/keeper/incidents/gvjp060nccmq · Generated 2026-10-18T09:40:48.117Z