SafeNet Trusted Access Status

HOME INTEGRATION ECOSYSTEM AUTHENTICATORS RESOURCES

All Systems Operational

About This Site

Welcome to the Thales Trusted Access Status Page service zones. Included in this site is an option to subscribe to live service updates as well as see history of our service availability.

STA Status Dashboards are consolidated to a single status page for all service zones as part of next generation cloud infrastructure consolidation.

This change will have no impact to existing subscribers. Status Dashboard contains now three sections for EU, US, and Classic service zones.
New subscribers are advised to deselect the service zones, which they are not interested in, during the sign-up process.

Users can also manage their subscriptions at any time by clicking the Manage your subscription link at the bottom of every email notification received from the Status Dashboard.

EU Service Zone Operational

Authentication Services Operational

Admin Consoles Operational

End User Services Operational

Push Delivery Operational

Management Operational

US Service Zone Operational

Authentication Services Operational

Admin Consoles Operational

End User Services Operational

Push Delivery Operational

Management Operational

Classic Service Zone Operational

Authentication Services Operational

Admin Consoles Operational

End User Services Operational

Push Delivery Operational

Management Operational

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

May 28, 2022

Quarterly Disaster Recovery Drill - Classic Env.

Postmortem - Read details
May 28, 17:03 UTC

Completed - The scheduled maintenance has been completed.
May 28, 17:00 UTC

Update - We have failed back to the primary site and are performing tests to ensure service availability and stability.
May 28, 16:41 UTC

Update - We are now bringing the primary site back into production and will be commencing our fail back activity in 5 minutes.
May 28, 16:25 UTC

Update - We have failed over all services to the Secondary site and simulated the primary becoming unavailable. We are currently undergoing testing.
May 28, 14:33 UTC

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 28, 14:00 UTC

Update - Upcoming scheduled maintenance notice

In our ongoing pursuit to maintain service stability, availability and resiliency, we will be performing our quarterly disaster recovery drill in the Classic environment on Saturday May 28th, 2022 between the hours of 14:00 UTC and 17:00 UTC.

During this period, brief outages up to an expected maximum of 30 minutes will occur at the beginning and near the end of the window as we conduct the fail-over and fail-back.

During this test, the UK NGCI primary site will be completely unavailable. We strongly encourage the use of FQDNs to access all STA services. Please ensure that your primary and secondary Radius endpoints are properly configured prior to the test to allow a smooth transition of your Radius traffic from Primary to Secondary sites.

To achieve the highest availability with STA, please use the FQDN specified when configuring your applications and network devices with both the primary and secondary instead of the equivalent IP address listed. This will ensure that requests automatically redirected appropriately in the event one of our data centers is not available. IP addresses should only be used if the hostname-based configuration is not supported and you are responsible to redirect appropriately.

Updates will be provided periodically via our Statuspage: https://status.safenetid.com/

If you have any questions on properly adding the DNS entries, we recommend using this guide as a reference:

https://supportportal.thalesgroup.com/csm?id=kb_article_protected&sys_id=b7af9a474f1cbfcc102400818110c77e

Please note, that accessing this link does require an active Thales Support Portal account.

If you have any questions or concerns, please reach out to our Client Services team:
• https://safenet.gemalto.com/technical-support/
• United States: 800-545-6608
• International: +1-410-931-7520

We thank you for your continuous support and cooperation.

Thales Authentication and Access Management Cloud Services
May 27, 17:34 UTC

Scheduled - Upcoming scheduled maintenance notice

In our ongoing pursuit to maintain service stability, availability and resiliency, we will be performing our quarterly disaster recovery drill in the Classic environment on Saturday May 28th, 2022 between the hours of 14:00 UTC and 17:00 UTC.

During this period, brief outages up to an expected maximum of 30 minutes will occur at the beginning and near the end of the window as we conduct the fail-over and fail-back.

Updates will be provided periodically via our Statuspage: https://status.safenetid.com/

We strongly encourage the use of FQDNs to access all STA services.

If you have any questions on properly adding the DNS entries, we recommend using this guide as a reference:

https://supportportal.thalesgroup.com/csm?id=kb_article_protected&sys_id=b7af9a474f1cbfcc102400818110c77e

Please note, that accessing this link does require an active Thales Support Portal account.

If you have any questions or concerns, please reach out to our Client Services team:
• https://safenet.gemalto.com/technical-support/
• United States: 800-545-6608
• International: +1-410-931-7520

We thank you for your continuous support and cooperation.

Thales Authentication and Access Management Cloud Services
May 10, 15:48 UTC

May 27, 2022

No incidents reported.

May 26, 2022

No incidents reported.

May 25, 2022

No incidents reported.

May 24, 2022

US Authentication - Disruption

Resolved - This incident has been resolved.
May 24, 15:33 UTC

Update - We are continuing to monitor for any further issues.
May 24, 15:32 UTC

Monitoring - A fix has been implemented and we are monitoring the results.
May 24, 15:32 UTC

Update - We are continuing to investigate this issue.
May 24, 15:27 UTC

Investigating - The SafeNet Trusted Access monitoring system has detected a problem.

The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
May 24, 15:20 UTC

US Admin Console - Incident

Resolved - The issue with access to the Admin Consoles has been resolved and, where necessary, corrective action was taken for the customers affected.

The Thales Incident Response Team is closely monitoring the service stability. This incident is now closed.
May 24, 15:32 UTC

Update - We are continuing to monitor for any further issues.
May 24, 15:32 UTC

Monitoring - A fix has been implemented and we are monitoring the results.
May 24, 15:32 UTC

Investigating - The SafeNet Trusted Access monitoring system has detected a potential issue accessing the Admin Consoles.

The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
May 24, 15:28 UTC

US Radius Service - Disruption

Resolved - The disruption to the "Radius Service " has now been investigated and where necessary corrective action taken for those customers affected.

This disruption has now been resolved
May 24, 15:31 UTC

Investigating - The SafeNet Trusted Access monitoring system has detected a problem with "Radius Service" for some customers.

The Thales incident response team is already investigating this problem and we will update you as soon as we have updates.
May 24, 15:29 UTC

May 23, 2022

No incidents reported.

May 22, 2022

No incidents reported.

May 21, 2022

No incidents reported.

May 20, 2022

EU Admin Console - Incident

Resolved - This alert was generated automatically in error. We are closing this incident.
May 20, 21:20 UTC

Update - The Thales incident response team is currently working towards service restoration.

We will provide further updates as they become available.
May 20, 20:43 UTC

Legacy EU Disruptive Maintenance Announcement

Completed - The scheduled maintenance has been completed.
May 20, 10:00 UTC

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 20, 06:02 UTC

Update - *REMINDER*

A disruptive maintenance is scheduled for Friday, May 20th, 2022, from 6:00 AM to 10:00 AM UTC on the STA legacy EU infrastructure in the EU Service Zone. This maintenance is being performed so that customers can verify that their STA configuration is only accessing the STA Next Generation Cloud Infrastructure (NGCI) before the final cut-over.

NOTE: This will be the final chance to ensure that your Radius traffic is directed to NGCI with no loss of service.

This maintenance is being performed so that customers can verify that their STA configuration is only accessing the STA Next Generation Cloud Infrastructure (NGCI) and will continue to have access to the STA service after the legacy EU infrastructure is decommissioned on May 24, 2022.

During this maintenance, all access requests to the legacy EU infrastructure will fail. Only those customers that continue to access this legacy infrastructure will be affected.

Please note that VPN customers will not be affected during this window or by the cut-over on May 24.

Details on configuring STA to access the NGCI is provided in the Post Go-live email communication that is available here: https://supportportal.gemalto.com/sys_attachment.do?sys_id=47325f6cdb25f810520c470505961914

The NGCI project’s resource page that lists this document and provides additional information on this project is available here:
https://supportportal.gemalto.com/csm?id=kb_article_view&sysparm_article=KB0022661

If you have any questions, please open a case on your account by contacting the Client Services team:
• Support Portal: https://supportportal.thalesgroup.com/csm
• Phone: https://supportportal.thalesgroup.com/csm?id=kb_article_view&sysparm_article=KB0013367
We thank you for your continuous support and cooperation.
May 18, 20:06 UTC

Scheduled - A disruptive maintenance is scheduled for Friday, May 20th, 2022, from 6:00 AM to 10:00 AM UTC on the STA legacy EU infrastructure in the EU Service Zone. This maintenance is being performed so that customers can verify that their STA configuration is only accessing the STA Next Generation Cloud Infrastructure (NGCI) before the final cutover.

NOTE: This will be the final chance to ensure that your Radius traffic is directed to NGCI with no loss of service.

During this maintenance, all access requests to the legacy EU infrastructure will fail. Only those customers that continue to access this legacy infrastructure will be affected.

Please note that VPN customers will not be affected during this window.

Details on configuring STA to access the NGCI is provided in the Post Go-live email communication that is available here: https://supportportal.gemalto.com/sys_attachment.do?sys_id=47325f6cdb25f810520c470505961914

The NGCI project’s resource page that lists this document and provides additional information on this project is available here:
https://supportportal.gemalto.com/csm?id=kb_article_view&sysparm_article=KB0022661

If you have any questions, please open a case on your account by contacting the Client Services team:
• Support Portal: https://supportportal.thalesgroup.com/csm
• Phone: https://supportportal.thalesgroup.com/csm?id=kb_article_view&sysparm_article=KB0013367
We thank you for your continuous support and cooperation.
May 13, 18:07 UTC

May 19, 2022

No incidents reported.

May 18, 2022

No incidents reported.

May 17, 2022

No incidents reported.

May 16, 2022

No incidents reported.

May 15, 2022

No incidents reported.

May 14, 2022

No incidents reported.