Troubleshooting
In the event that our unquestionably perfect code fails to run here are some things to try...

UID Starts With '-'

Record UIDs are randomly generated and sometimes begin with the '-' (hyphen) character. When this happens, it prevents Commander CLI from recognizing the UID as a UID value.
To use UIDs in a positional parameter that begin with '-' add '--' before the UID.
Example:
get -- -UREsVJNP7vU-KTyZ3YF9A
Commander CLI will then recognize the UID without confusing it for a command switch. In this case, it will search for a record with the UID -UREsVJNP7vU-KTyZ3YF9A
If you need to use the UID as an argument for a command flag, there is instead a different format.
To do this, add "=" after the flag, and wrap the UID in quotation marks.
Example:
secrets-manager share add --app TestApp --secret="-fwZjKGbKnZCo1Fh8gsf5w"

Typed vs Untyped Records (V3 vs V2)

When using Commander you may encounter references to typed vs untyped or V2 vs V3 records. There are a few fundamental differences between these records which cause them to interact differently in some aspects of the platform.
What is a Typed Record (V3)
What is a Legacy Record (V2)

How to Identify Typed vs Legacy Records

In Commander, when you view the details of a record with the get command, Typed records will always show a type field, while Legacy records will have no type field at all.
Typed Record
My Vault> get uxRrj[...]ZAM0bSQ
UID: uxRrj[...]ZAM0bSQ
Type: databaseCredentials
Title: LastPass Database
Notes: LP DB Notes
type (text): SQL
(host): hostName | 3030
(login): SQL_Admin
Database (text): MyDB
Legacy Record
My Vault> get 4XjSH[...]Gy1LAEg
UID: 4XjSH[...]Gy1LAEg
Title: My Record
Login: Login
Password: Password
Additionally, the ls -l command shows records in a list with type as one column. Any record with a value in that field is typed, and any record with no value is legacy.
My Vault> ls -l
# Record UID Type Title Login URL
--- ------------- ------------------- ----------------------- ------------------------- -----------------------------------
1 V[...]w login Typed MyLogin example.com
2 q[...]A Legacy MyLegacyLogin legacy.com

Differences in Brief

Text
Legacy
Typed
Names
Legacy, Untyped, V2
Typed, V3
Fields
Set (login, password, url, totp, files, notes)
Customizable by type
Type Value (get [UID] command )
empty (No type field)
Type: type value e.g. 'login'

Command Permissions

You may encounter the following error message when attempting to perform an action with Commander:
You do not have the required privilege to perform this operation
The message indicates that the current logged in account does not have permission to perform the requested action.
Many Commander commands require some form of permission policy to be enabled. When relevant, the documentation should indicate when a permission is required to use a command.
There are three main permission types that can lead to this message.:

Role Enforcement Policies

Keeper roles can specify permissions allowed for all users in that role. For example a role can determine if users can share records or use Keeper Secrets Manager. When a user has multiple roles, the most restrictive permissions apply.
Read more about Role Enforcement Polices in the docs:
Enforcement Policies
Enterprise Guide

Administrative Permissions

Keeper administrators have access to account-level actions and features which can be turned off and on with these permission policies. These include things like running compliance reports.
Read more about Administrative Permissions in the docs:
Delegated Administration
Enterprise Guide

Secure Add-Ons

Some features require an additional add-on to be used. These include features such as Keeper Secrets Manager and the Advanced Reporting and Alerts Module which is required to run custom reports. Secure add-ons can be managed in the Secure Add-Ons section of the Keeper Admin Console.
Read more about managing add-ons in the docs:
Keeper Admin Console Overview
Enterprise Guide

Installation Issues with Python

Dependency issues are the most common problem, so please make sure you have an updated version of Python 3 installed.

On Windows

C:\>pip3 --version
Validate WinPython is correctly installed by checking the installed version from launching the "WinPython Command Prompt" in the installation folder:

On Mac

MacOS ships with a default python installation that is too old and unsupported. A current version of Python needs to be installed
Depending on your operating system security settings you may need to "Allow" the application to run or install. To do this open "System Preferences" > "Security and Privacy" > "General" tab
Validate Python is correctly installed by checking the installed version from a terminal window:
$ pip3 --version
Don't run the below, it'll report the older version of python:
$ --version

SSL Certificate Errors

When running Commander or related Keeper SDK code, if you receive SSL certificate errors such as: requests.exceptions.SSLError: HTTPSConnectionPool(host='keepersecurity.com', port=443): Max retries exceeded with url: /api/rest/authentication/get_device_token (Caused by SSLError(SSLCertVerificationError(1, '[SSL: CERTIFICATE_VERIFY_FAILED] certificate verify failed: unable to get local issuer certificate (_ssl.c:1108)')))
If you receive this message, please make sure that your network is not attempting to do packet inspection with a proxy. Due to our advanced encryption, Keeper traffic cannot be intercepted by a network proxy device. Consult with your IT team to allow traffic to keepersecurity.[com|eu|com.au] on the firewall outbound.

Found a Bug?

Please let us know. Send an email to [email protected] or open a ticket on our Github Repo.

Vulnerability Disclosure Program

Keeper has partnered with Bugcrowd to manage our vulnerability disclosure program. Please submit reports through https://bugcrowd.com/keepersecurity or send an email to [email protected].
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On this page
UID Starts With '-'
Typed vs Untyped Records (V3 vs V2)
How to Identify Typed vs Legacy Records
Differences in Brief
Command Permissions
Role Enforcement Policies
Administrative Permissions
Secure Add-Ons
Installation Issues with Python
On Windows
On Mac
SSL Certificate Errors
Found a Bug?
Vulnerability Disclosure Program