Resolved incident

Login errors in the EU data center

Keeper · Critical · Started

Duration
41m
Severity
Critical
Status
Postmortem

Summary

Critical · Postmortem

At 4:37AM PST, Keeper experienced API errors in the EU region. Service was restored by 5:35AM PST following a database failover. The issue was caused by a bug in the new Device Management API, released the day before. During device registration, the system attempted to delete old devices, which created high database load for accounts with large device counts. The bug was identified, fixed, and a patch was deployed. We apologize for the disruption. To ensure uninterrupted access, we recommend enabling “Work Offline” mode for your account.

View official incident ↗

Event timeline

How this incident unfolded, from the official status page.

  1. Investigating

    Keeper

    We are investigating login errors in the EU data center.

  2. Identified

    Keeper

    We have identified the issue causing login errors in the EU data center. Our team is working on a resolution.

  3. Resolved

    Keeper

    Login errors in the EU region have been fully resolved. We will update this incident postmortem with additional information shortly.

  4. Postmortem

    Keeper

    At 4:37AM PST, Keeper experienced API errors in the EU region. Service was restored by 5:35AM PST following a database failover. The issue was caused by a bug in the new Device Management API, released the day before. During device registration, the system attempted to delete old devices, which created high database load for accounts with large device counts. The bug was identified, fixed, and a patch was deployed. We apologize for the disruption. To ensure uninterrupted access, we recommend enabling “Work Offline” mode for your account.