トラブルシューティング
よくある問題の解決策とその他の役立つヒント
こちらでKeeperシステムのステータスをモニタリングできます。
KeeperのDevOpsチームは、一般的なシステム問題が発生した場合、即座に自動通知を受け取ります。
Android 及び iOS のアップデート
新たな記録フィールドタイプの変更に関連する不具合に対応するため、いくつかのアップデートが公開されました。モバイルアプリでエラーが表示される場合は、必ず最新バージョンにアップデートしてください。
アップデート後、「同期」>「今すぐ同期」をクリックして、「完全同期」を実行することをお勧めします。これにより、検索や記録に関連する問題が解決される傾向にあります。
記録タイプの変更に伴い、他のアプリが更新されました。
Keeper Connection Manager 2.15.1
Android 16.6.70
iOS 16.8.3
Java用Keeper Secrets Manager, SDK
エラーメッセージ: 403 Error Accessing Keeper
お使いのデバイスからKeeperのウェブサイトまたはボルトに「403エラー」でアクセスできない場合、IPアドレスがブロックされています。このIPアドレスのリストはAmazon AWSの専門脅威調査チームによって管理されているため、IPアドレスがこのリストに掲載された正確な理由を知ることはできません。この問題を解決するには、このエラーが発生しているコンピュータで以下のURLを開いてください。
外部IPアドレスが画面に表示されます。support@keepersecurity.com ( 個人向け) または business.support@keepersecurity.com ( 法人向け) にメールにて、該当のIPアドレスをKeeperのサポートチームにご連絡ください。WAFからのブロック解除を確認します。ブロックを解除するためにIPの有効範囲が必要な企業のお客様は、お客様のCIDRをお知らせください。
Firefoxプラグインのアップデートが必要
以前はアドオンストアに2つのバージョンのFirefox拡張機能がありました。そのうちの1つを削除し、古いバージョンを無効にする予定です。1つの拡張機能のみを使用していることを確認し、それが最新のものであることを確認してください。最新のFirefox拡張機能へのリンクは以下の通りです。 https://addons.mozilla.org/addon/keeper-password-manager/
チームとユーザーのSCIM Provisioning
SAML アプリケーションにユーザーまたはグループを割り当てていることを確認する。
IユーザーがIDプロバイダから招待された場合、またはプロビジョニングされたグループにユーザーを割り当てた場合、IdPはKeeperにユーザーを招待する、またはユーザーをチームに追加する、もしくはチームを作成するリクエストを送信します。
ユーザーがまだKeeperに存在しない場合、サインアップするための招待を受け取ります（または、ジャストインタイムプロビジョニングを使用することもできます）。
ユーザーがKeeperアカウントを作成した後、いくつかのことが起こるまで、ユーザーはまだKeeperチームに割り当てられません。
(a) 管理者が管理者コンソールにログイン > 管理者画面から「完全同期」をクリックします。
(b) 該当チームのユーザーがWeb ボルトまたはデスクトップアプリにログインします。
(c) 管理者がKeeper Commanderからチーム承認を実行します。
SCIM経由でチームとユーザーを即座に作成できない理由は、暗号化モデルとユーザー間で秘密鍵を共有する必要があるためです。暗号化キー（例：チームキー）の共有は、ログインし、必要なプライベートキーにアクセスできるユーザーによってのみ実行できます。
注：現在、チームおよびチーム割り当ての即時承認を支援する自動化ツールを開発中です。これが利用可能になり次第、最新情報を掲載します。
エンタープライズSSOユーザーがログインできない
セキュリティ上の理由から、Keeper は SSO ノード外のエンタープライズユーザーが連携 ID プロバイダでログインできないようにします。SSO でログインできないユーザーがいる場合、Keeper 管理コンソール内の SSO 対応ノードにユーザーをプロビジョニングしてください。ユーザーをSSOノードに移動するには、ユーザーを編集し、ドロップダウンからノードを選択します。
招待メールが届かないユーザーがいる
Keeperのメールシステムはバウンスしたメールへの配信を自動的に抑制します。これは通常、受信箱が存在する前にKeeperアカウントを設定した場合に発生します。このような状況にあるユーザーがいる場合、Keeper B2Bサポートチームにご連絡ください。該当メールを抑制リストから削除します。
法人向けエンドユーザーのEメール変更
IDプロバイダでユーザーのメールが変更された場合、KeeperのユーザーIDにエイリアスを追加することができます。そのためにはenterprise-userコマンドを使います。
例：
このコマンドは予約されたドメインでのみエイリアスの作成を許可します。Keeper Commanderの詳細については、Commanderマニュアルをご覧ください。
SSO Connect On-Prem 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 following the instructions below:
General Troubleshooting Steps
Please check these general troubleshooting steps for a quick solution to whatever issue you may be facing.
License expired and need to to renew your subscription?
Visit our checkout page: https://keepersecurity.com/checkout
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.
Install any pending browser updates
Web browsers 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.
Check for conflicting Antivirus, Popup Blockers, Web filtering, 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.
Browser Extension clearing memory after GPO change
All Chromium-based extensions are affected by a Chromium Bug which causes browser extensions to re-install themselves after a GPO change is made by an admin. The effect of this, is that a user's device becomes unverified and may require them to perform "device approval" on Keeper. Once Google releases the Chromium fix, it will propagate into Chrome, Edge, etc. In the meantime, you can reduce the effect of this bug by setting up Keeper Automator which automatically approves devices without admin intervention.
Biometrics such as 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 Security Answer, 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 Security Question answer, your records cannot be decrypted. If you don't have a Security Question 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 and security answer. If you are using SSO for login, they can assist you in recovering your account with the SSO provider.
Two-Factor Authentication 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
Web Vault
If you're experiencing an issue with our Web Vault, please see the Vault Troubleshooting page. This information will help our support team in solving your case.
Keeper Import Error
If you receive an "Unexpected Error" 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.
iOS and Android
Having issues on iOS or Android? You may need to simply clear the cache on your device and reset the app settings. But before you do that, please make sure your data is fully available on the Keeper Web Vault or Desktop App.
Resetting iPhone/iPad:
On the front door of the Keeper app, tap on "Need Help?" then tap Reset Keeper.
Launch Keeper and Login to your account.
You will be asked to approve the device during the login process.
Resetting Android:
Go to your device Settings icon, and then tap on the Applications menu. Scroll down until you see the Keeper icon and tap on it. Click on the Clear Data button, and then click OK. The next time you load Keeper, it will be reset to its original settings. Another way is to press-and-hold on the Keeper icon, then open the application info and clear the data.
Re-install Keeper from Google Play on your device
Launch Keeper and Login to your account. You will be asked to approve the device during the login process.
Web Vault Login Issues
If you are experiencing issues with logging in, you may need to simply clear the Keeper cache on your browser. Here's the steps:
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:
On 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
Browser Settings to check
Check for Multiple Extensions
It's important to ensure that you only have one Keeper extension installed. Please check your Extensions screen to ensure that only one extension is activated. If you have multiple installed, this will cause login and Autofill issues.
Check for Conflicting Browser Extensions
For example, the "Click & Clean" extension is known to cause conflicts with Keeper. Do not clear local storage or cache settings of Keeper, as we require storing device session data in the browser storage.
Check for Cache Settings
Ensure that "clear site data when you quit Chrome" is disabled. This can cause errors and vault decryption issues.
iOS 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 from the website: https://keepersecurity.com/download
Browser Extensions
See our general Browser Extension troubleshooting page.
If you're having Autofill issues, see the Autofill feedback page.
If you are a website developer looking to integrate, see our Website developers page
SSO Integration
Set up SSO but users are still being prompted with a Master Password?
Ensure that the user has been provisioned to an SSO-enabled node
Ensure that you are logging in from the correct data center (USA, EUR, GOV, AU, etc)
Commander
Please see the Keeper Commander troubleshooting page.
Secrets Manager
Please see the Secrets Manager troubleshooting page.
Contact Us
If you need help, please open a support ticket: https://keepersecurity.com/support
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.
Join the Slack Channel
You can also join Keeper's public "Beta" Slack Channel using this invitation link.
Last updated
