Classic - Service instability
Incident
Report for SafeNet Trusted Access
Postmortem
Resolved
The issue with access to the Admin Consoles and Push Delivery has been resolved and, where necessary, corrective action was taken for the customers affected.
The Thales Incident Response Team is closely monitoring the service stability. This incident is now closed.
The Thales Incident Response Team is closely monitoring the service stability. This incident is now closed.
Monitoring
A fix has been implemented and we are monitoring the results.
Update
We are attempting to roll-back to last known running configuration. Hopefully we should see improvement in the next 15 minutes. Updates to follow.
Investigating
We have detected that the service has become unstable. Push delivery is confirmed affected as well Console access.
Updates to follow.
Updates to follow.
This incident affected: EU Service Zone (Authentication Services) and Classic Service Zone (Admin Consoles, Push Delivery).
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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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