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EU - Admin Console Access and Authentication Incident

Incident Report for SafeNet Trusted Access

Resolved

All services have remained stable after intervention on our end. We are closing the incident now and continue to monitor closely for any abnormalities.

We will communicate when we fail back to the Primary site.
Posted Jun 11, 2024 - 16:36 UTC

Update

We have implemented a workaround for the LDAP sync service and the requests are currently being processed, Moreover, All core Primary services have been verified as stable and running from the Secondary environment.
Posted May 28, 2024 - 11:37 UTC

Update

We are seeing some anomalies with the LDAP Sync service, which has been disabled temporarily. This will impact customers using the LDAP sync agent to sync the user details to the STA service. We are looking into this and working towards a resolution. All other services are working fine.
Posted May 28, 2024 - 10:08 UTC

Update

We continue to investigate the issues. All core services are working nominally from our secondary site and continue to do so. We will continue to provide updates as they become available.
Posted May 28, 2024 - 09:24 UTC

Monitoring

The Issue is stabilized for now. We will continue to monitor for any further abnormalities.
Posted May 28, 2024 - 09:22 UTC

Investigating

The SafeNet Trusted Access monitoring system has detected a problem with Console Access, API and SAML Authentication for some customers.

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/OIDC Authentication issues can affect users ability to authenticate or access business applications configured with STA.

The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
Posted May 28, 2024 - 09:07 UTC
This incident affected: EU Service Zone (Authentication Services, Admin Consoles).
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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 EU Zone
URL: https://sta.eu.safenetid.com/home/dashboard.
STA EU Zone Screenshot
STA US Zone
URL: https://sta.us.safenetid.com/home/dashboard.
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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