SafeNet Trusted Access Status - Incident - Console Access, and SAML Authentication

Resolved

All services are operating nominally and we are confident that the corrective steps taken have had the expected results. We will now close this incident.

We will provide an Incident Report within the next 5 business days.

Posted Feb 28, 2025 - 18:17 UTC

Update

We have applied fixes to the environment and are seeing improved performance. We will continue to test and monitor. We will keep this incident open until we are confident that we will not see a reoccurrence.

Posted Feb 28, 2025 - 09:52 UTC

Monitoring

Posted Feb 27, 2025 - 21:19 UTC

Investigating

The SafeNet Trusted Access monitoring system has detected a potential issue affecting Console Access, API and SAML Authentication. The symptoms of the issue could result in intermittent slowness when authenticating to the STA console as well as SAML auth.

If you are facing failures, increasing timeout values might prove effective until we uncover and rectify the issue.

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 Authentication issues can affect users ability to authenticate or access applications.

The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.

Posted Feb 27, 2025 - 19:09 UTC

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 EU Zone

URL: https://sta.eu.safenetid.com/home/dashboard.
STA EU Zone Screenshot

STA US Zone

URL: https://sta.us.safenetid.com/home/dashboard.
STA US Zone Screenshot

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.