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Most common troubleshooting issues across all Keeper applications
System Status
Monitor the Keeper infrastructure system health here:
User Guides
All Keeper end-user and Enterprise documentation can be found at the documentation portal.
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Searchable FAQs
See our FAQ list from: https://help.keeper.io/
SSO Cloud SP Cert Update
Login to Admin Console > select SSO node > Provisioning > click on SSO Cloud > "Export SP Cert"
Upload the cert to your IdP "SP Certificate" or "SP Signing Certificate" section.
Notes:
This only affects identity providers where strict SP cert validation is enabled
This will not affect environments running the Automator service
Customers using Okta and Single Logout (SLO) may need to update the SP certificate.
Autofill Issues
Keeper has implemented a "Snapshot Tool" which helps customers solve Autofill issues quickly. This process allows us to deploy autofill fixes within the same day.
Read more about the Autofill Snapshot Tool
SCIM Provisioning Errors
SCIM enforces reserved domains on any provisioning request. If you receive an error like "This domain cannot be used for SCIM provisioning" or "Use a different email domain" from SCIM provisioning, This means that you need to request domain reservation for the email domain that is being provisioned.
Read more about Domain Reservation
SSO Logins not working
Typically, this means you need to update your SAML signing certificate. Follow the guide below for step by step instructions:
https://docs.keeper.io/en/v/sso-connect-cloud/certificate-renewal
Email Invites not sending custom template
For security reasons, custom email invitations cannot be sent to users if the domain has not been reserved by the customer. To learn about Domain Reservation please follow this link.
Ubuntu Linux GPG Key
Keeper's signing key for the Ubuntu Linux version of Keeper Desktop has expired, so we extended the expiration and pushed up a new GPG public key. This key is hosted at the below location:
https://keepersecurity.com/desktop_electron/Linux/signing.pub
We've also submitted this latest GPG public key to the keyserver.ubuntu.com keyserver.
Customers can pull down the latest key by running the below command and then retrying:
sudo gpg --keyring /etc/apt/trusted.gpg.d/keeper.gpg --keyserver
hkp://keyserver.ubuntu.com:80 --recv-keys A692259838FF25C92DC863269883A36384BA3F6BSamsung Autofill Selection Not Showing
Some customers are unable to select Keeper from the Samsung provider list when activating KeeperFill.
If Keeper does not show up, please open your device settings and search for "Passwords" then select Keeper under "Passwords, passkeys and autofill".
iOS Stuck on Syncing
If you are seeing syncing stuck on the screen, please check the following:
Update to the latest version of Keeper on the App Store
Instead of logging in with biometrics, try to login with your Master Password (clicking "Next")
After a successful login, visit the settings screen of Keeper and turn OFF/ON the Face ID or Touch ID setting.
I'm being asked for a PIN with my FIDO2 Security Key
We're constantly improving Keeper's security to keep our users safe. Starting with Backend API Version 16.10.0, if you're using a FIDO2 Yubikey device for two-factor authentication (2FA), you might need to enter a PIN associated with your device when you log into Keeper. This is a FIDO2 feature called "user verification" that our system uses to check if the PIN is set up on your device.
If you'd rather not use a PIN with your FIDO2 Yubikey device, you can remove it using the Yubico Manager app. However, keep in mind that if you reset your Yubikey device, you'll have to re-register your key with Keeper and any other application that you use with your key.
We will add a feature soon to allow consumers to decide whether or not user verification is required. This will be added to Vault version 16.10.4.
For our business customers, we're planning a role enforcement feature that requires user verification (by setting userVerification response to "required"). Until then, the system will respond based on your device setup.
Getting a 403 Error or Unable to Load Website
If you are unable to access Keeper's website or Vault from your device with a "403 error", your IP address is being blocked. Keeper automatically blocks IP Addresses that have a "low reputation score". This list of IPs is maintained by a dedicated threat research team at Amazon AWS, and as such we do not have visibility into exact reasons why an IP is placed on this list. To resolve the issue:
Open the below URL on a computer which is generating this error: https://checkip.amazonaws.com
Your external IP address will be provided on the screen.
Please send the IP to the Keeper support team support team via our support page at keeper.io/freesupport and we'll check into unblocking it from our WAF.
Business customers who need a range of IPs to be unblocked can provide a CIDR.
Upgrade to the latest version
Many issues can be resolved by updating your Keeper app. Install the latest Keeper version from your App Store or the Keeper Website.
Do a Full Sync
From the mobile apps, go to the Account screen > Sync > Sync Now. This performs a "full sync" of all the data and ensures that anything missed in the normal sync process is caught. The latest Web Vault and Desktop App also have a "Sync" feature along the bottom of the screen.
Install any pending browser updates
Browser extensions generally stop working properly if an update is pending or the browser is out of date, even by one version. Make sure to update your web browser to the latest version and then fully restart your web browser.
Clear Cache / Reset the Vault
Clear cache on your web browser or open Incognito Mode to try and login. If this works, you should just reset your Keeper app by visiting the Web Vault on your respective data center:
By appending #reset on the end will force Keeper to clear local data. Refresh the page a few times and this should clear things out.
Make sure only one extension is installed
Ensure only ONE Keeper browser extension is installed. Having two installed causes many issues. Visit Window > Extensions and check your extensions. Don't use multiple password managers at the same time.
Check for Cache Settings
Ensure that "clear site data when you quit Chrome" is disabled. This can cause errors and vault decryption issues.
Check for conflicting Antivirus, Popup Blockers, other Browser Extensions
This is a very common issue with our users. Keeper's advanced security protection and encryption prevents inspection of traffic, otherwise known as "man-in-the-middle". This can sometimes conflict with antivirus, popup blockers and web filtering apps. Make sure to try turning OFF these 3rd party plugins or applications to see if they are causing any conflict with Keeper.
Don't block Cookies
Many websites (including Keeper's browser tools) won't function correctly if you block cookies, block Javascript, block local storage or have any extreme browser privacy settings that prevent our product from running. Please try to set your browser to default settings and see if that resolves the issue you're experiencing.
Check your system clock
If you are experiencing an issue where the Two-Factor (TOTP) codes are different between your mobile and desktop devices, this is usually caused by the time difference between your devices. Ensure that your device time and date is set to "Automatic". If the times are different by even a few seconds, this will cause different codes to appear on different devices.
Face ID or Touch ID Stopped Working
If biometrics such as Face ID / Touch ID stops working, simply login to Keeper with your Master Password (or SSO), then visit the Settings screen and turn biometric login OFF and ON. This should resolve any biometric login issues.
Forgot Master Password?
Consumers: Keeper employees do not have access to your Master Password or Recovery Phrase, and we cannot reset it for you. If you have forgotten your Master Password, please try using our Account Recovery feature by visiting the "Need Help" > "Forgot Master Password" option on the Keeper login screen.
Without your Master Password or recovery phrase, your records cannot be decrypted. If you don't have recovery setup for the Keeper account at all, unfortunately account recovery will not be possible.
If you have tried all possible Master Password and Account Recovery options and are still unable to login to Keeper, we can delete your account so that you can start over. Please contact the support team for assistance.
A very common issue when a user is unable to login, is that people could have multiple Keeper accounts (perhaps from different email addresses), or maybe a typo in your email address. If you think that's a possibility, please contact our support team and we will assist you.
Business Customers: If you have tried all possible Master Password options and are still unable to login to Keeper, you will need to contact one of your Keeper Administrators within your company to have them either transfer your account to a new vault so that you do not lose any data. Or, request your Admin to delete your profile and re-invite you which will allow you to start over with a new master password. If you are using SSO for login, they can assist you in recovering your account with the SSO provider.
If you would like to change your existing Master Password from the Web Vault & Desktop App, from the account dropdown menu (your email ) select Settings and next to "Master Password" click Reset Now. You will then be prompted to enter your current Master Password Password and create and confirm a new Master Password.
To change your Master Password on iOS and Android devices, within your vault, navigate to the Settings menu, scroll down and tap Reset Master Password (on iOS) or RESET NOW (on Android). You will then be prompted to enter your Current Master Password Password and create and confirm a new Master Password.
2FA Issues (Lost phone or Authenticator)
Consumers: If you changed phones or do not have access to your two-factor authentication device, please contact Keeper support and we will assist you in resetting your Two-Factor Authentication settings. For individual and family users, please open a consumer support ticket and we will assist you.
Business Customers: Please contact the Keeper Administrator at your company. Your Keeper Admin can disable your 2FA. For Keeper Administrators, please open a business support ticket and we will assist you.
How to Stay Logged In Longer
Keeper Web Vault, Desktop App and Browser Extensions have been updated with the "Stay Logged In" feature for all customers. To activate this feature open your browser extension > settings > Stay Logged In and turn the setting "ON". If it's already on, you may want to turn the setting OFF and ON. Then, logout and login to the browser extension. Learn more about "Stay Logged In" here: https://docs.keeper.io/user-guides/tips-and-tricks/stay-logged-in
Account Recovery Phrase Setup
Upon initial vault login, new users will be prompted to set up Account Recovery. Click Generate Recovery Phrase to begin.
Once your recovery phrase has been generated, be sure to store it in a safe place. For added convenience, you will be given the option to copy or download it. Check the box to acknowledge you have stored it in a safe place and click Set Recovery Phrase to complete the setup.
Please note that if you forget your master password and lose your recovery phrase, you will not be able to login to your vault and Keeper Support will be unable to help you regain access.
Forgotten Master Password & Account Recovery
After their initial login, users are asked if they would like to set up Account Recovery using an account recovery phrase. This is especially important if you forget your Master Password during the account recovery process which is based upon an account recovery phrase, backup verification code (sent via email) and Two-Factor Authentication code (if enabled).
In addition to enabling an account recovery phrase, we recommend turning on Keeper's Two-Factor Authentication feature from your account's "Settings" menu.
Users who have signed into Keeper after August 2015, will automatically have Account Recovery enabled. To initiate Account Recovery, simply open Keeper through the Web Vault, iOS, Android or Desktop app and from the login screen, click/tap Forgot Password. Keeper will then walk you through a few steps to change your Master Password and recover your account. These steps will include a series of prompts requesting the following actions:
Enter your email address to initiate the account recovery process
Enter a backup verification code
Enter your account recovery phrase
Enter your Two-Factor Verification code (if enabled)
Enter a new Master Password
Platform-specific Troubleshooting Guides
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