Classic - All Services are Down
Incident
Report for SafeNet Trusted Access
Resolved
We will now close this incident.
We plan on staying on our secondary site until Thursday, 22 October. The exact times are still being planned and will be announced as a maintenance announcement via this Status Page.
We plan on staying on our secondary site until Thursday, 22 October. The exact times are still being planned and will be announced as a maintenance announcement via this Status Page.
Update
Our Cloud Provider has confirmed that the affected Zone is back to normal operating status. However, we will remain at the DR site and perform the failback during off-peak hours. Exact times TDB.
The next update will be to advise you as to when the exercise will take place.
The next update will be to advise you as to when the exercise will take place.
Update
Due to the ongoing issues with our Cloud Provider, some reporting and historical data viewing may not be functioning as expected. We do not suspect the possibility of data loss; however, viewing historical Auth logs may be degraded or unavailable until the incident is resolved.
Update
We confirm that all STA services are stable and operating at optimal levels from the secondary site.
The issue is still active on the Cloud Provider’s side in the STA Primary Region. Until it subsides, traffic will continue to be served from the secondary site. Customers using FQDNs are automatically routed to the secondary site.
Any customers using hardcoded IPs should failover to the secondary site using the attached document https://supportportal.thalesgroup.com/csm?id=kb_article_view&sys_kb_id=9ed9c21647114e10eefd66ebd36d43ad&sysparm_article=KB0028408
We will notify you once we fail back to the STA Classic Primary site.
Thank you for your patience and cooperation.
If you have any questions or concerns, please reach out to our Client Services team:
• https://supportportal.thalesgroup.com/
• United States: 800-545-6608
• International: +1-410-931-7520
The issue is still active on the Cloud Provider’s side in the STA Primary Region. Until it subsides, traffic will continue to be served from the secondary site. Customers using FQDNs are automatically routed to the secondary site.
Any customers using hardcoded IPs should failover to the secondary site using the attached document https://supportportal.thalesgroup.com/csm?id=kb_article_view&sys_kb_id=9ed9c21647114e10eefd66ebd36d43ad&sysparm_article=KB0028408
We will notify you once we fail back to the STA Classic Primary site.
Thank you for your patience and cooperation.
If you have any questions or concerns, please reach out to our Client Services team:
• https://supportportal.thalesgroup.com/
• United States: 800-545-6608
• International: +1-410-931-7520
Monitoring
STA Classic services are beginning to recover on the secondary site, and all core services are showing improvement and operating at optimal levels. We will share further updates as they become available.
Update
We have successfully failed over STA Classic traffic to the secondary site and are now closely monitoring the services. Services are expected to stabilize shortly.
We will share further updates as they become available.
We will share further updates as they become available.
Identified
We have begun failing over STA Classic traffic to the secondary site due to ongoing issues on the cloud vendor’s side.
Users may experience a brief disruption of approximately 15 minutes during the failover. We will share an update once the failover is complete.
Thank you for your patience and understanding.
Users may experience a brief disruption of approximately 15 minutes during the failover. We will share an update once the failover is complete.
Thank you for your patience and understanding.
Update
On the Cloud Partner’s recommendation, we are switching STA Classic traffic to the secondary site. Our teams are actively working on this.
Please note that this switch may cause a brief disruption of approximately 15 minutes. We will notify you once we begin the failover, and we will share further updates as they become available.
Thank you for your patience and understanding.
Please note that this switch may cause a brief disruption of approximately 15 minutes. We will notify you once we begin the failover, and we will share further updates as they become available.
Thank you for your patience and understanding.
Update
We are continuing to monitor for any further issues.
Monitoring
Services are beginning to recover, and STA services are showing improvement. Our teams are continuing to work on the issue until all services are fully stabilized.
We will share further updates as they become available.
Thank you for your patience.
We will share further updates as they become available.
Thank you for your patience.
Investigating
The SafeNet Trusted Access monitoring system has detected a problem with All STA Services.
We are actively investigating and working towards the service restoration
The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
We are actively investigating and working towards the service restoration
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: Classic Service Zone (Authentication Services, Admin Consoles, End User Services, Push Delivery, Management).
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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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