Enterprise Admin
Troubleshooting and support for Keeper Enterprise
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Troubleshooting and support for Keeper Enterprise
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The full Enterprise guide is . Part of the guide contains information on .
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The Admin Console user report currently contains empty login dates for accounts larger than 1,000 end-users. We recommend using to generate a user status report using the command. For example:
Typically, this means you need to update your SAML signing certificate. Follow the guide below for step by step instructions:
Ensure that you have assigned users or groups to the correct SAML application in your IdP
When you invite a user from the identity provider or assign a user into a group that has been provisioned, the IdP will send the request to Keeper to either invite a user to join, or to add a user to a team, or to create a team.
If the user does not exist yet in Keeper, they will receive an invite to sign up (or they can use just-in-time provisioning)
After the user has created their Keeper account, the user will not yet be assigned into a Keeper team until one of a few things happen: (a) Admin logs into the Admin Console > Click on "Full Sync" from the Admin screen (b) A user from the relevant team logs into the Web Vault or Desktop App (c) Admin runs team-approve from Keeper Commander The reason that teams and users can't be created instantly via SCIM, is due to the encryption model and the need to share a private key between users. Sharing an encryption key (e.g. Team Key) can only be performed by a user who is logged in, and has access to the necessary private keys.
In Keeper, a team that is provisioned must generate the necessary public/private encryption key pair for that team. Similarly, when a user is assigned to a team, the team private key is encrypted with the public key of the user. This way, a user who is assigned team folders in the Keeper vault is able to decrypt the necessary folder keys and record keys. Since Keeper is a zero knowledge platform, this transaction must occur from one of the authenticated client device applications, such as the Admin Console, Vault, Commander CLI or Automator tools.
When a team or a team-user assignment is provisioned through SCIM, the team creation and the user team assignment goes into a "pending queue". This queue is then processed by the authenticated client side application that either creates the necessary team keys and shares the private keys with the intended users.
Currently, team creation and team-user assignment occurs when:
The Admin logs in to the Keeper Admin Console UI
If you need to quickly clear out your pending Team and Team-User assignments, please run the following steps on a periodic basis:
Login to Keeper Commander using keeper shell
Run the following commands:
For security reasons, Keeper will prevent Enterprise users outside of an SSO node from logging in with a federated identity provider. If you have users unable to login with SSO, please ensure that the user is provisioned to the node within the Keeper Admin Console to the SSO-enabled node. To move a user into an SSO node, edit the user and select the node from the drop-down.
If your user's email has changed in your identity provider, you can simply add an alias to the user's identity in Keeper. This can be accomplished using the enterprise-user command. For example:
If you have an SSO user being asked to enter a Master Password:
Ensure that the user has been provisioned to an SSO-enabled node
Ensure that the user is logging in from the correct data center (US, EU, AU, JP, CA, GOV)
Users can approve their additional devices by using a previously approved device. For example, if you are logged into your web vault on your computer already, and logging into your phone app for the first time, you will get a device approval prompt on your web vault with the mobile device's information which you can approve or deny.
Keeper SSO Connect Cloud™ provides Zero-Knowledge encryption while retaining a seamless login experience with any SAML 2.0 identity provider.
When a user attempts to login on a device that has never been used prior, an Elliptic Curve private/public key pair is generated on the new device. After the user authenticates successfully from their identity provider, a key exchange must take place in order for the user to decrypt the vault on their new device. We call this "Device Approval".
Using Guest, Private or Incognito mode browser modes or clearing the browsers cache will identify itself to keeper as a new device each time it is launched, and therefore will require a new device approval.
To preserve Zero Knowledge and ensure that Keeper's servers do not have access to any encryption keys, we developed a Push-based approval system that can be performed by the user or the designated Administrator. Keeper also allows customers to host a service which performs the device approvals and key exchange automatically, without any user interaction.
When logging into a new or unrecognized device, the user has two options:
Keeper Push (using their own devices)
Admin Approval (request administrator approval)
If logging into a new device takes 20-30 seconds to complete, this could be caused by your Keeper Automator service being misconfigured or inaccessible by the Keeper servers. Please disable the Keeper Automator in your environment using the "automator disable" command.
After an unexpected reboot of the container instance in Azure the container can sometimes come back up with a new IP address (e.g. x.x.0.5 even when the App Gateway had originally been provisioned with an IP of x.x.0.4 in the backend pool). Updating the IP of the container in the backend pool resolves this issue.
In the Azure cloud shell, retrieve the current IP:
az container show --name keeperautomatorcontainer --resource-group keeper_automator_rg --query ipAddress.ip --output tsv
In Azure portal select Resource groups > $your_resource_group > your Application Gateway > Backend pools > change Target IP to the new one from above.
If you need a phone call or Zoom call, just request this from the team and we will schedule it during business hours. Please be patient as we coordinate the call.
We love hearing from Enterprise customers. Send your feature requests to: feedback@keepersecurity.com.
Note: The next version of the Keeper Automator service (v3.0) will support the dynamic approvals of teams and team-user assignments. about the Keeper Automator service.
The Commander CLI "" command is run
The is deployed (version 3.2+)
Install the
Keeper's email system will automatically suppress delivery to an email that has bounced. This typically occurs if you set up someone's Keeper account before their email inbox exists. If you are in this situation with a particular user, please and we'll remove the email from our suppression list.
This command will only allow aliases to be created with . To learn more about Keeper Commander, visit the .
If your company is migrating users to a new email domain, Keeper supports enterprise-wide domain aliases to make the transition seamless. to request a domain alias.
Device Approvals are a required component of the SSO Connect Cloud platform. Approvals can be performed by users, admins, or automatically using the .
Or, you can skip this step completely by deploying the service.
Keeper Automator can be , depending on your requirements. The least expensive method of using Automator would be using a micro instance of a Linux VM using the method. If you would like to use only cloud services, we recommend the or method.
Keeper's SSO Certificate expires annually in August timeframe. The new cert is available by logging into the Admin Console. If you need to update the Keeper SP Certificate, .
Customers running SSO Connect On-Prem must renew SSL certificates on an annual basis. The date depends on when your SSL certificate is expiring. If you are receiving an SSL certificate error, please renew your cert by .
Please see the Keeper Commander .
Please see the Secrets Manager .
Please see the KCM .
If you need help, please in our ServiceNow system.
If you're a business customer having an emergency and need urgent support, make sure to use our . On the support form, select the option "This is an emergency, outage, or other time-sensitive issue which requires immediate assistance".
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