Classic Self-Service Portal - Disruption
Incident
Report for SafeNet Trusted Access
Postmortem
Resolved
The fix has been applied and the testing has shown consistently positive results. We will continue to monitor and test, however we are considering this incident closed.
Identified
The fix is taking longer than expected but still progressing. We will continue to provide updates.
Update
Our first steps showed improvement, however, we are not confident with the testing results so we are pursuing further action. We should see results in the next 15 minutes or so.
Update
We also see evidence that the Admin Console services sporadically having issues, retries were successful however.
Update
We are performing remediation steps and hope to see a return to operational normalcy within the next few minutes. We'll provide updates as they become available.
Investigating
The SafeNet Trusted Access monitoring system has detected a problem with "Self-Service Portal" for some customers.
End-users may be unable to manage their tokens using the Self-Service Portal.
The Thales incident response team is already investigating this problem and we will update you as soon as we have updates.
End-users may be unable to manage their tokens using the Self-Service Portal.
The Thales incident response team is already investigating this problem and we will update you as soon as we have updates.
This incident affected: Classic Service Zone (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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