Troubleshooting
Solution to common issues and other helpful tricks
Monitor Keeper system status here:
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 you are experiencing an issue with Firefox performance, open Firefox > Settings > Privacy & Security > change History setting to "Never Remember".
Also, please note that we used to have 2 versions of the Firefox extension in the Add-on store. We removed one of them. Please ensure that you are using only one extension, and ensure it's the latest one. The link to the latest Firefox extension is below:
- Don't have multiple password managers installed, such as LastPass and Keeper at the same time. This will cause issues when filling sites.
- Turn off your browser's password manager
- Install any pending browser updates
- Ensure that "on all sites" is selected in the Window > Extensions > Keeper Details screen under "Site access".
Site Access setting
Please follow the steps below before contacting Keeper support.
Many issues can be resolved by updating your Keeper app. Install the latest Keeper version from your App Store or the Keeper Website.
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 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.
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.
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.
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.
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.
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.
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.
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.
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.
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
If you receive this error when updating or installing the Desktop App on Windows, follow the below instructions.
1. Browse to "C:\Windows\SoftwareDistribution\Download" and delete the contents of the folder.
2. Press Windows key + X > Click Command Prompt (Admin) then type "wuauclt.exe /updatenow". Hit <enter>.
3. Open Control Panel > Windows Update and Windows 10 should begin downloading..
Press Windows key + X
Click Command Prompt (Admin)
Type in at the prompt OR Copy and Paste these one at a time : (Hit enter after each)
Dism /Online /Cleanup-Image /CheckHealth
Dism /Online /Cleanup-Image /ScanHealth
Dism /Online /Cleanup-Image /RestoreHealthalso, run the Windows update Troubleshooter and check if it helps:
- 1.Press “Windows + X” and select Control panel.
- 2.In the search box, type troubleshooter, and then click Troubleshooting.
- 3.Under System and Security, click Fix problems with Windows Updates.
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.
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 apps use push notifications for functionality such as:
- Realtime sync
- Device approvals
- Sharing notifications
Please ensure that push notifications are enabled on your device. Also, "Do Not Disturb" mode will prevent certain notifications from appearing. Device approvals will not be received if you have iOS in Do Not Disturb mode.
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
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
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)
Action May Be Required
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, see the instructions below:
Read the Instructions Here
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:
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.
Last modified 11d ago