Incident - Console Access, API and SAML Authentication
Incident
Report for SafeNet Trusted Access
Postmortem
Resolved
We all testing has completed and services are confirmed to be operating nominally. We will remain on the Secondary and will plan a future failback to the Primary once we have determined and rectified the cause of the issue on the primary site.
Update
We have failed over to the secondary sites and are testing. Early stages of testing suggest that Authentication and Console services are running as expected in the secondary site.
We will continue to test and monitor to ensure stability. Updates to follow.
We will continue to test and monitor to ensure stability. Updates to follow.
Investigating
The SafeNet Trusted Access monitoring system has detected a potential issue affecting Console Access, API and SAML Authentication.
Issues in Admin console may have an impact on your ability to access and manage tokens, users, provisioning, policies, application configuration, and other management operations.
SAML Authentication issues can affect users ability to authenticate or access applications.
API access is also affected.
To preserve service, we are preparing to initiate a failover to the secondary site. Please ensure that you are using FQDN or properly configured Radius IP addresses to ensure service continuity.
The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
Issues in Admin console may have an impact on your ability to access and manage tokens, users, provisioning, policies, application configuration, and other management operations.
SAML Authentication issues can affect users ability to authenticate or access applications.
API access is also affected.
To preserve service, we are preparing to initiate a failover to the secondary site. Please ensure that you are using FQDN or properly configured Radius IP addresses to ensure service continuity.
The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
This incident affected: Classic Service Zone (Authentication Services, Admin Consoles, Push Delivery, Management).
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STA Service Zone
STA Service Zone
Once logged into their STA console accounts, both STA operators and users with access to the console can easily identify the STA Zone hosting their environment by checking the URL displayed.
- The following URLs refer to the following zone:
- STA Classic Zone: https://sta.safenetid.com/
- STA EU Zone: https://sta.eu.safenetid.com/
- STA US Zone: https://sta.us.safenetid.com/
STA Classic Zone
URL: https://sta.safenetid.com/home/dashboard.
STA Classic Zone Screenshot
STA Classic Zone Screenshot
STA EU Zone
URL: https://sta.eu.safenetid.com/home/dashboard.
STA EU Zone Screenshot
STA EU Zone Screenshot
STA US Zone
URL: https://sta.us.safenetid.com/home/dashboard.
STA US Zone Screenshot
STA US Zone Screenshot
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Incident Categories
Operational
All systems are operational
Degraded Performance
- Authentication Services ? : One or more methods impacted but works intermittently i.e. RADIUS service
- Admin Console ? : One or both consoles are intermittently accessible and users cannot perform functionalities within console
- End User Services ? : One or more methods impacted and not accessible for users i.e. Self-Service
- Push Delivery ? : One or more methods impacted and not accessible for users i.e. Push OTP
- Management ? : One or more methods impacted and not accessible for users i.e. SOAP Management API
Partial Outage
- Authentication Services ? : One or more methods fails completely i.e. RADIUS
- Admin Console ? : Users are not able to access either one of the consoles
Major Outage
- Authentication Services ? : All the methods are down, all customers are impacted
- Admin Console ? : Users are not able to access both consoles, cannot log in completely
Maintenance
There is a planned upcoming maintenance.
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