Web Vault & Desktop App
Troubleshooting and support for the Keeper Web Vault and Keeper Desktop App
Downloads
All Keeper Desktop apps are available at the Keeper download page.
User Guides
Web Vault and Desktop App user guides are located here.
Desktop App Login Errors
If you login to Keeper using a biometric (Windows Hello or Touch ID) and you are receiving an error:
Login using a Master Password
Visit the Settings > Security screen
Disable then re-enable Biometric login (Touch ID or Windows Hello)
Perform 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.
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.
Keeper Import Error
If you receive an "Unexpected Error" or "Unable to connect" when performing an import using the Keeper Import tool, this is typically due to a conflict with installed Antivirus or Proxy software. If this happens for you, please try importing by installing the Keeper Desktop application instead.
If you are an Enterprise Admin and you have control over the end-user firewall settings, please make sure that the user's desktop applications can communicate with Keeper Security's endpoints (e.g. keepersecurity.com, keepersecurity.eu, keepersecurity.ca, keepersecurity.jp, keepersecurity.com.au or govcloud.keepersecurity.us depending on the region).
Web Vault Login Issues
If you are experiencing issues with logging in, you simply may need to clear the Keeper cache in your browser following the steps below:
Chrome:
Open the Web Vault
Click on "View" > "Developer" > "Developer Tools"
Click on the "Application" tab > "Clear Storage" > then click on “clear site data”
Edge:
Clear Browsing data (Browsing history, Download History, Cookies and other Site Data, Cached Images and Files, Hosted App Data)
Firefox:
From Privacy & Security page > Clear Data (Cookies and Site data, Cached Web Content)
Safari:
Go to Preferences > Advanced > select checkbox "Show Develop menu in menu bar"
Then select "Develop" > Empty Caches
Select "Safari" menu then "Clear History" and select All Time
Restorations
Enterprise customers that require recovery assistance due to accidentally deleting records, folders, shared folders, or users, Keeper’s Support Team may be able to assist within a 30-day recovery window. Please note that this window represents the maximum timeframe for potential recovery and does not guarantee that a restoration will be possible.
All restoration requests must first be evaluated by our engineering team to determine feasibility. Requests are reviewed on a case-by-case basis and are not guaranteed until an agreement is made.
Deleted records and shared folders
If you notice that data is missing this is either due to the data being deleted or unshared with you, please be sure to check the following for possible restorations back to the vault.
Deleted Items
Any records that you own and may have accidentally deleted will be stored here until they are permanently cleared.
Lost Access
This section contains records that you own and shared with others, but were subsequently deleted by a recipient or removed from a shared location.
Shared Folder Contents
If a record you own was deleted from within a Shared Folder, it can be located and restored from this area.
The Deleted Items bin only displays records that you personally own. If you still cannot find the missing information, please contact the original owner of the data. They will need to reshare the record or folder with you to restore your access.
Enterprise Sharing Errors
To edit or share a record, you must be the record’s owner or creator, or a Keeper administrator with share admin permission. If you don’t have these permissions, contact the record’s owner or a Keeper administrator to request access.
To identify the record’s owner, follow these steps:
Log in to your Keeper vault.
Select the record within the shared folder.
Select the “Share” button or the Information icon (both are located at the top of the record).
Please note that having the “Can Manage Records” permission on a shared folder does not allow a user to edit or share individual records. Record-level permissions are separate from folder-level permissions and function independently. To edit or share a record, it must be explicitly set to “Can Edit”, “Can Share”, or “Can Edit & Share.” Also, moving a record is treated as sharing, so records with view-only permissions cannot be moved.
Shared Folder Settings are configured in order to easily set folder permissions for all users within the folder. These are selected upon the initial creation of the Shared Folder, but you can change them at any time by accessing the shared folder settings. Click the dropdown arrows to set the Record and User Permissions for the folder. Please note that newly created records inherit these permissions when adding users or records to the shared folder.
"Share Admins" hold user and record privileges for shared folders they have access to. A Share Admin can manage shared folder content, modify default permissions, add/remove records and users, and even delete the shared folder. They can also change record permissions for records owned by users under their management. This includes editing, sharing, and ownership transfer.
For a deeper understanding of shared folders, teams, and Share Admin roles, consult our detailed documentation:
https://docs.keeper.io/en/enterprise-guide/sharing/folders#shared-folder
https://docs.keeper.io/enterprise-guide/teams
https://docs.keeper.io/enterprise-guide/share-admin
If you are a share admin but are unable to share or edit a record, contact the Keeper Enterprise Support Team.
Exporting
Please note that you can export your data from Keeper in plain text using four formats: PDF, JSON, CSV, and KDBX.
PDF: Will need to be converted to a CSV, JSON, or KDBX file in order to be re-imported in the vault.
JSON: Retains folder structure and TOTP codes, but excludes files/photos.
KDBX: Includes files/photos and TOTP codes, but all folders must be imported as either shared or non-shared folders.
CSV: Retains folder structure and TOTP codes, but excludes files/photos.
To export your data please log into your vault > select the email address in the upper right corner > select settings > select the export option.
Exporting data within your organization may be restricted by a Keeper Administrator.
Upload Limits
Keeper supports the following upload limits for the web vault and desktop app:
Web Vault: Up to 100 MB
Desktop App: Up to 5 GB
Installation Error 0x8007000D on Microsoft Store
If you receive this error when updating or installing the Desktop App on Windows, follow the instructions below:
1Browse to "C:\Windows\SoftwareDistribution\Download" and delete the contents of the folder.
Press Windows key + X > Click Command Prompt (Admin) then type "wuauclt.exe /updatenow". Hit <enter>.
Open Control Panel > Windows Update and Windows 10 should begin downloading.
Press Windows key + X
Click Command Prompt (Admin)
Enter at the prompt OR Copy and Paste these one at a time (hit enter after each entry):
Dism /Online /Cleanup-Image /CheckHealthDism /Online /Cleanup-Image /ScanHealthDism /Online /Cleanup-Image /RestoreHealthRun the Windows update Troubleshooter
Press “Windows + X” and select Control panel.
In the search box, type troubleshooter, and then click Troubleshooting.
Under System and Security, click Fix problems with Windows Updates.
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.
Enterprise customers who need a range of IPs to be unblocked can provide a CIDR.
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 enterprise 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.
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:
Keychain Password Import
The Mac Store version of the Keeper application does not support iCloud Keychain password import due to Apple's review process. However, the solution is to install Keeper Desktop directly from our download page.
Feature Requests
We love hearing from customers. Send your feature requests to: [email protected].
Join our Slack Workspace
Join our Slack Workspace to post questions, feedback or receive new beta versions.
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