Classic - Admin Console Incident
Incident
Report for SafeNet Trusted Access
Postmortem
Resolved
We are now closing this incident.
Monitoring
We have implemented a change that has stabilized access to the admin console. All of our tests are passing and have concluded the changes are effective.
We identified the issue as an infrastructure change conducted by our cloud service provider that caused network routing issues that impacted the ability to consistently access to the admin console.
We identified the issue as an infrastructure change conducted by our cloud service provider that caused network routing issues that impacted the ability to consistently access to the admin console.
Update
We are continuing our troubleshooting and investigation.
Update
We are continuing to work with our cloud provider as well as in parallel to find a solution.
Update
We are continuing to work with our cloud provider, however, we have identified a workaround that can be used to avoid login failures when accessing the Admin Console.
We continue to recommend retrying as the second attempt generally works.
If retrying is not successful, you can also browse directly the link below which will bypass the login issue.
https://cloud.safenet-inc.com/console?login=classic
Sorry for the inconvenience.
We continue to recommend retrying as the second attempt generally works.
If retrying is not successful, you can also browse directly the link below which will bypass the login issue.
https://cloud.safenet-inc.com/console?login=classic
Sorry for the inconvenience.
Update
We are working with our cloud provider to troubleshoot and work towards full service restoration. In the interim, if you face issues logging into the console, retrying will generally prove successful.
Update
It will take some time to complete the work required to restore service. We will provide updates when we have completed the work.
Update
We are continuing to troubleshoot and work toward a resolution. We will provide updates as they become available.
Update
We have mobilized the resources to actively investigate the issue. It seems like currently the issue is limited to the Admin console only where accessing the console is failing intermittently. As a workaround, if you are experiencing errors while accessing the Admin Console, We suggest retrying to log in/access the admin console.
Other services including authentication services are working as expected.
Other services including authentication services are working as expected.
Update
The Thales incident response team is currently working towards service restoration.
We will provide further updates as they become available.
We will provide further updates as they become available.
Investigating
The SafeNet Trusted Access monitoring system has detected an issue accessing the Admin Consoles.
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.
The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
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.
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, 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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