EU - Authentication Services Incident Possible Degradation
Incident
Report for SafeNet Trusted Access
Resolved
We have taken corrective steps where applicable and are seeing expected behaviour within the environment. We will close this incident.
Update
We are continuing to see concerning behaviour and are performing actions that will hopefully stabilize the services.
Potential issues include sporadic and random failures when logging into SAML, Console, using API. Retries would very likely work should users see an issue.
Based on our monitors, these occurrences will be rare and/or negligible in impact. If that is not the case, please contact our Client Services team.
Potential issues include sporadic and random failures when logging into SAML, Console, using API. Retries would very likely work should users see an issue.
Based on our monitors, these occurrences will be rare and/or negligible in impact. If that is not the case, please contact our Client Services team.
Update
The issue has not worsened and we are continuing to investigate the anomalous behaviour. We will provide updates if the situation changes or new information presents itself.
Update
While we do not see any evidence of a major impact or widespread issues, we are posting pre-emptively as we are seeing anomalous behaviour in the underlying services that may cause some sporadic failures in SAML, API etc. We are currently undertaking steps to ensure service stability.
Investigating
The SafeNet Trusted Access monitoring system has detected a problem with Authentication Services.
This may impede your ability to authenticate using RADIUS, SAML/OIDC applications, Admin Consoles, and any other authentication services using STA.
Issues with RADIUS will impede your access to VPN and other network assets.
SAML/OIDC Authentication issues can affect users ability to authenticate or access business applications configured with STA.
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.
The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
This may impede your ability to authenticate using RADIUS, SAML/OIDC applications, Admin Consoles, and any other authentication services using STA.
Issues with RADIUS will impede your access to VPN and other network assets.
SAML/OIDC Authentication issues can affect users ability to authenticate or access business applications configured with STA.
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.
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: EU Service Zone (Authentication Services, Admin Consoles, End User Services).
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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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