EU - Push OTP Service Incident
Incident
Report for SafeNet Trusted Access
Resolved
All services, including Android, iOS working as expected. Customers using Windows PUSH Notifications should use manual OTP as a workaround until the 3rd party supplier has corrected their issue..
Update
We have tested that IOS and Android are ok and we are now testing the windows services and will update as soon as we have further information.
Update
Some users are experiencing issues with "Push OTP". We are aware of the issue and are troubleshooting it. We will provide updates as they become available
Investigating
The SafeNet Trusted Access monitoring system has detected a problem with "Push OTP" for some customers.
Please note you can still authenticate by generating OTP manually from your mobile app.
The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
Please note you can still authenticate by generating OTP manually from your mobile app.
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: EU Service Zone (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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