Outage report · Major outage

Keeper outage on Sep 24, 2024

Keeper API website load time and API errors in US region

SeverityMajor outage

StartedSep 24, 2024, 13:43UTC

ResolvedSep 24, 2024, 14:43UTC

Duration1h 1m

What happened

Keeper reported a major outage starting Sep 24, 2024, 13:43 UTC, affecting Keeper Security Website (US), Keeper Web Vault (EU), Keeper Web Vault (GovCloud), Keeper Web Vault (US), Keeper Admin Console (EU), Keeper Admin Console (GovCloud), Keeper Admin Console (US). It was marked resolved at Sep 24, 2024, 14:43 UTC.

The incident lasted 1h 1m from first report to resolution.
It was the 3rd longest of 5 significant outages Keeper reported in the 12 months up to it.
Keeper had reported no other partial or major outages in the 90 days before it.
2 other vendors we track reported a significant incident within 12 hours of it.

Latest update from Keeper

On Tues, Sept 24 at 6:06AM PDT, the DevOps Engineering team started receiving notifications regarding API slowness and HTTP 504 errors coming from the Keeper AWS infrastructure. After an investigation, it was determined that our NGINX instances were throwing the errors due to an overload of network traffic. It was then determined that the network traffic increase was caused by an update to the Keeper Desktop application which was published on Monday, the day before. The DevOps team scaled the AWS infrastructure several times over the period of 60 minutes to address the issue. The issue was fully stabilized and resolved by 7:20AM PDT. After a full analysis of the product update process, the engineering team has decided to change the update mechanism of the Keeper Desktop application to utilize a new distributed content delivery network which does not impact the other Keeper AWS infrastructure. This change will be implemented over the next 2 weeks and in preparation of the next Keeper D

Read Keeper's official incident report ↗