US - Admin Console Access and SAML/OIDC Authentication Incident
Incident
Report for SafeNet Trusted Access
Postmortem
Resolved
We will now close this incident
Update
We suspect the issue was related to or exacerbated by a change that was performed just prior to the event. We have rolled back the change as well as restarted core services.
We are confident that Authentication and Console services will remain stable as our internal testing and observation indicates nominal behavior.
The incident occurred between 20:47 to 21:32 UTC intermittently.
We apologize for any inconvenience caused by this incident.
An incident report (IR) will be issued ASAP.
We are confident that Authentication and Console services will remain stable as our internal testing and observation indicates nominal behavior.
The incident occurred between 20:47 to 21:32 UTC intermittently.
We apologize for any inconvenience caused by this incident.
An incident report (IR) will be issued ASAP.
Update
We have performed restorative steps and services have stabilized.
Investigating
The SafeNet Trusted Access monitoring system has detected a potential issue affecting Console Access, API and SAML Authentication.
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.
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.
This incident affected: US Service Zone (Authentication Services, Admin Consoles, End User 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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