Keeper: Resolved: KeeperPAM Connection Errors in US Data Center

Impact: majorStatus: postmortemStarted 2026-03-23 17:07 UTCResolved 2026-03-23 21:45 UTC (4.6 h)5 updatesSource: stspg.io

Summary

KeeperPAM connection errors in the US Data Center caused a major incident starting 2026-03-23 17:07 UTC, lasting 4 h 37 min and resolving at 2026-03-23 21:45 UTC. Keeper implemented a fix; its postmortem identified a low-level concurrency bug in the Keeper EPM service causing request failures under high simultaneous load and instability in ECS services.

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

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

Timeline of updates

investigating2026-03-23 17:07 UTC
We are investigating errors in establishing KeeperPAM connections in the US Data Center.
identified2026-03-23 18:47 UTC
We have identified the cause of the KeeperPAM connection errors which are related to a networking issue within the AWS ECS environment. We are actively troubleshooting with the AWS support team and will update the ticket as soon as there is a status update.
monitoring2026-03-23 20:03 UTC
A fix has been implemented and we are monitoring the KeeperPAM connection stability. We will update this case with additional details soon.
resolved2026-03-23 21:45 UTC
The issue has been resolved. See postmortem page with additional details.
postmortem2026-03-23 23:17 UTC
At 9:05 AM PST, alerts were triggered for issues affecting KeeperPAM connections managed through Keeper’s ECS deployments in the US-EAST region. There were no recent changes to the application or environment. Investigation identified a low-level concurrency bug in the Keeper EPM service that caused request failures under high simultaneous load. These failures led to instability in the ECS services supporting KeeperPAM connections. As a temporary mitigation, we blocked the error condition, restoring KeeperPAM connectivity by approximately 1:00 PM PST. The engineering team then developed and deployed an updated Keeper Router version to address the underlying issue and prevent EPM agents from triggering server errors. The fix was fully validated by 3:00 PM PST, at which point all KeeperPAM services were stable and operating normally.

Rewindex changes for this incident

Major incident: Resolved: KeeperPAM Connection Errors in US Data Center 2026-03-23 17:07 UTC

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