Troubleshooting

Solution to common issues and other helpful tricks

β€‹πŸ”§Common Solutions

  • Upgrade to the latest version Install the latest Keeper version from your App Store or the Keeper Website.

  • Restart your Web Browser Clear cache on your web browser or open Incognito Mode to try and login.

  • Install any pending Chrome, Firefox browser updates. Web browsers stop working properly if an update is pending or the browser is out of date, even by one version.

  • Make sure only 1 extension is installed Ensure only one Keeper browser extension is installed.

  • Check for conflicting Antivirus, Web filtering, Browser Extensions or Firewall software

  • Need to renew your subscription or upgrade? Visit: https://keepersecurity.com/checkout​

β€‹πŸ“± iOS and Android Issues

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 read below.

Before you reset your mobile app, please make sure that you are able to login to Keeper on the Desktop App or Web Vault. Check that your information appears properly. If your information appears, then you can proceed with the reset on your mobile device and no information will be lost. Download Keeper Desktop from our website: https://keepersecurity.com/download Or, login to the Keeper Web Vault from: https://keepersecurity.com/vault https://keepersecurity.eu/vault (EU Hosted Customers) Note that only paying customers can access the Keeper Web Vault or Desktop App. If you need to upgrade your account, visit https://keepersecurity.com/checkout​

Once you login to Keeper on your desktop app, ensure that your information appears. Next, you can reset your mobile app using the instructions below:

Resetting iPhone/iPad:

  • On your home screen, tap on the Settings button. This will take you to the Settings panel, where you need to scroll down until you see the Keeper icon. Tap on the Keeper icon, and then switch Reset Keeper to the ON position. Return to the home screen and open the Keeper application like you normally would. You will be prompted with a window asking if you are sure you want to reset Keeper. Tap Reset Keeper and your reset is complete.

  • Uninstall Keeper from your phone

  • Re-install Keeper from the App Store

  • 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.

​πŸ–₯ Web Vault & Desktop App Issues

Note: Only paying customers can access the Web Vault and Browser Extension. To upgrade your personal license, visit https://keepersecurity.com/checkout​

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 β€œclear 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

iOS:

  • First please ensure that you're able to access your vault on the Keeper Desktop application or Keeper Web Vault. This step is critical, do not proceed until you have confirmed that your vault data is available on the desktop vault.

  • Go to the Settings app on your phone and scroll down until you see Keeper

  • Tap on Keeper the select the "Reset Keeper" option

  • Launch the Keeper app as usual and confirm the reset

  • Login to your Keeper vault as usual on the device.

Android:

  • First please ensure that you're able to access your vault on the Keeper Desktop application or Keeper Web Vault. This step is critical, do not proceed until you have confirmed that your vault data is available on the desktop vault.

  • Press and hold the Keeper icon and open the App preferences (each Android device is a little bit different)

  • Click on the buttons to clear local storage and reset the app.

  • Login to your Keeper vault as usual on the device.

β€‹πŸ’» Browser Extension Issues

  • Restart your Web Browser (Full Restart, not just new window)

  • Install updates to make sure you're on the latest browser version

  • Make sure only 1 extension is installed

Firefox users with Private Windows will experience an infinite spinning screen if trying to login to the Browser Extension. If you must use a Private Window, login to the Web Vault directly and this will login automatically to the Browser Extension. From there, you'll be able to use Autofill capabilities but the Browser Extension toolbar is not functional.

Another solution is to use Keeper in normal browsing mode. Here's a few Firefox settings that are causing problems with Keeper:

Go to Settings > Privacy & Security

(1) Do NOT delete cookies and site data when Firefox is closed

(2) Do NOT always use private browsing mode. Keeper does not function in this mode, even if you allow it.

Other 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.

"Stay Logged In" feature not working?

If you are being asked to login more often than desired, please check the following:

  • From the browser extension, go to Settings > Stay Logged In > turn the setting OFF and then ON. Then logout and login to Keeper.

  • From the browser extension, go to Settings > Logout Timer > turn the logout timer ON and OFF.

  • If you have 2FA enabled, perhaps you have this set to prompt every login. This may cause Stay Logged In to enforce 2FA more often. Please disable and re-enable 2FA from the Settings screen and select "Remember Forever" when prompted for 2FA.

  • Ensure that you are using v15.0.4 or newer of the Browser Extension on your device.

  • Ensure that you are using v15.0.18 or newer of the Keeper Desktop application

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 This version supports iCloud Keychain import. Once you install, click on Import.

Import on the Mac App

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Import From Safari Step

Still having issues?

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.

Slack Channel

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