Snapshot 11537
Normalized text
Scripts and page chrome removed; this is what change detection compares.
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"postmortem_body": "# Post-Incident Report\n\n**July 31, 2026**\n\n## Summary\n\nOn July 30, 2026 at 11:33 PM CT, the KeeperPAM connection routing service in the EU region started throwing errors. The Router/Gateway errors lasted approximately 12 hours and 45 minutes, with full service restored at approximately 12:18 PM CT on July 31. During this window, the main Keeper EU platform \\(vault access, authentication, and all other Keeper services\\) remained fully operational throughout.\n\n## What Happened\n\nOn July 22, a routine deployment to our connection routing service \\(“Keeper Router”\\) included an updated dependency that changed how the service retrieves its startup configuration. A misconfiguration in the endpoint caused EU region to look for a FIPS endpoints, which are not available. As a result, when service containers in the EU region restarted following the deployment, they were unable to retrieve their startup configuration and entered a failed state.\n\nTwo factors allowed this failure to go undetected for over a week. First, existing containers continued serving traffic while replacement containers silently failed to start, so there was no immediate customer impact from the July 22 deployment. QA also passed all production verification tests. Second, the configuration-load failure was logged at INFO level rather than ERROR or CRITICAL, so no PagerDuty alerts were generated.\n\nOn the night of July 30, the last healthy containers cycled out, the service's load balancer had zero healthy targets, and the endpoint began returning HTTP 503 errors. Automated health-check monitoring detected the outage within seconds and paged our on-call team.\n\n## What We're Changing\n\n1. **Alerting on failed container rollovers.** We are deploying CloudWatch alarms across all regions and environments that fire when container tasks repeatedly fail to start, to detect silent deployment failures.\n2. **Log severity for startup failures.** Any failure to load required startup configuration will now log at ERROR/CRITICAL severity instead of INFO which trigger the proper actionable alerts.\n\nWe apologize to our EU customers for the disruption.",
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"created_at": "2026-03-16T11:25:39.762-07:00",
"id": "plmj8zx2xwtf",
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{
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{
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"name": "Keeper Infrastructure (US Data Center) - Keeper Web Vault (US)",
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}
],
"body": "The issue has been resolved. We will update the ticket with additional details shortly.",
"created_at": "2026-03-16T11:52:01.031-07:00",
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{
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],
"body": "We have identified an issue causing KeeperPAM connection errors in the US Data Center. It will be resolved shortly.",
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}
],
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"name": "Resolved: KeeperPAM Connection Errors in US Data Center",
"page_id": "wg5bvczw1rtf",
"postmortem_body": "At 11:08 AM PST, DevOps and customers reported sporadic error messages occurring after login for KeeperPAM customers with connections and tunnels enabled. While vault login itself was not affected, the errors were triggered asynchronously after login due to a communication issue with the KeeperPAM router endpoint.\n\nFurther investigation determined that a \"scheduler\" database within the AWS RDS environment - used for certain PAM scheduling operations - was encountering an unexpected error. The operations team resolved the underlying database issue and restarted the affected services.\n\nThis scheduler service was inadvertently impacting connection establishment. To prevent similar issues in the future, we will be implementing software changes to ensure that scheduling-related errors cannot affect connection functionality.\n\nAdditional monitoring and alerting have also been implemented for the scheduler databases to help detect and prevent similar issues going forward.\n\nFull service for connection and tunneling capabilities was restored by 11:40 AM PST.",
"postmortem_body_last_updated_at": "2026-03-16T12:44:38.176-07:00",
"postmortem_ignored": false,
"postmortem_notified_subscribers": false,
"postmortem_notified_twitter": false,
"postmortem_published_at": "2026-03-16T12:44:00.035-07:00",
"reminder_intervals": null,
"resolved_at": "2026-03-16T11:52:01.031-07:00",
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},
{
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{
"created_at": "2021-06-30T08:27:36.146-07:00",
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"name": "Keeper Web Vault (AU)",
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"position": 1,
"showcase": true,
"start_date": "2021-06-30T00:00:00.000-07:00",
"status": "operational",
"updated_at": "2026-03-31T18:43:13.126-07:00"
},
{
"created_at": "2021-06-30T08:32:54.452-07:00",
"description": "Keeper Admin Console in Australia Data Center:\r\nhttps://keepersecurity.com.au/vault",
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"id": "s35m5nl7s8tk",
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"status": "operational",
"updated_at": "2026-02-25T13:00:07.350-08:00"
}
],
"created_at": "2026-02-24T15:38:37.302-08:00",
"id": "q347yb2fc0pk",
"impact": "maintenance",
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{
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},
{
"code": "s35m5nl7s8tk",
"name": "Keeper Infrastructure (AU Data Center) - Keeper Admin Console (AU)",
"new_status": "operational",
"old_status": "under_maintenance"
}
],
"body": "The scheduled maintenance has been completed.",
"created_at": "2026-02-25T13:00:07.386-08:00",
"custom_tweet": null,
"deliver_notifications": true,
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"id": "pfbr16pz8fsc",
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"updated_at": "2026-02-25T13:00:07.386-08:00",
"wants_twitter_update": false
},
{
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{
"code": "1zt8ptppfjgq",
"name": "Keeper Infrastructure (AU Data Center) - Keeper Web Vault (AU)",
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},
{
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"name": "Keeper Infrastructure (AU Data Center) - Keeper Admin Console (AU)",
"new_status": "under_maintenance",
"old_status": "operational"
}
],
"body": "Scheduled maintenance is currently in progress. We will provide updates as necessary.",
"created_at": "2026-02-25T12:00:08.208-08:00",
"custom_tweet": null,
"deliver_notifications": true,
"display_at": "2026-02-25T12:00:08.208-08:00",
"id": "jwj2mvnfk3c6",
"incident_id": "q347yb2fc0pk",
"status": "in_progress",
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"updated_at": "2026-02-25T12:00:08.208-08:00",
"wants_twitter_update": false
},
{
"affected_components": null,
"body": "Maintenance will begin as scheduled in 60 minutes.",
"created_at": "2026-02-25T11:00:10.374-08:00",
"custom_tweet": null,
"deliver_notifications": true,
"display_at": "2026-02-25T11:00:10.374-08:00",
"id": "jyvh0r021c29",
"incident_id": "q347yb2fc0pk",
"status": "scheduled",
"tweet_id": null,
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"updated_at": "2026-02-25T11:00:10.374-08:00",
"wants_twitter_update": false
},
{
"affected_components": [
{
"code": "1zt8ptppfjgq",
"name": "Keeper Infrastructure (AU Data Center) - Keeper Web Vault (AU)",
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},
{
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"name": "Keeper Infrastructure (AU Data Center) - Keeper Admin Console (AU)",
"new_status": "operational",
"old_status": "operational"
}
],
"body": "We will be performing scheduled maintenance in the AU data center at 16:00 UTC / 03:00 Thursday Sydney time. Downtime will be minimal, however we are notifying customers for a potential 1 hour time period.",
"created_at": "2026-02-24T15:38:37.358-08:00",
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}
],
"metadata": {},
"monitoring_at": null,
"name": "Scheduled maintenance in AU data center",
"page_id": "wg5bvczw1rtf",
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"scheduled_auto_completed": true,
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"scheduled_reminded_at": "2026-02-25T11:00:10.483-08:00",
"scheduled_until": "2026-02-25T13:00:00.000-08:00",
"shortlink": "https://stspg.io/p8t4cq9gyl38",
"started_at": "2026-02-24T15:38:37.292-08:00",
"status": "completed",
"updated_at": "2026-02-25T13:00:07.407-08:00"
}
],
"page": {
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"name": "Keeper Status Page",
"url": "https://statuspage.keeper.io"
},
"status": {
"description": "All Systems Operational",
"indicator": "none"
}
}