Classic - VPN Service Incident
Incident
Report for SafeNet Trusted Access
Postmortem
Resolved
We have implemented the mitigation steps and the issue is now resolved.
Please note that we are deprecating our legacy datacentre VPN endpoints. The extended timeline for end support for Classic Region existing VPN is June 2023.
For information about alternatives, please consult:
https://thalesdocs.com/sta/operator/settings/auth_nodes/index.html
Please note that we are deprecating our legacy datacentre VPN endpoints. The extended timeline for end support for Classic Region existing VPN is June 2023.
For information about alternatives, please consult:
https://thalesdocs.com/sta/operator/settings/auth_nodes/index.html
Identified
The issue has been identified within the legacy DC infrastructure and a plan has been formulated to mitigate. We will provide updates as they become available.
Investigating
The SafeNet Trusted Access monitoring system has detected a problem with "Radius Service " for some customers who are directly connecting to the legacy UK datacentre via VPN tunnel.
The impact we are observing is VPN instability ("flapping") that may result in some connections breaking intermittently for some customers.
Our Canadian VPN endpoint is still available and fully operational at this time.
Issues with VPN will impede your access to RADIUS services.
The Thales incident response team is already investigating this problem and we will update you as soon as we have updates.
The impact we are observing is VPN instability ("flapping") that may result in some connections breaking intermittently for some customers.
Our Canadian VPN endpoint is still available and fully operational at this time.
Issues with VPN will impede your access to RADIUS services.
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 (Authentication 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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