Classic Authentication - Disruption
Incident
Report for SafeNet Trusted Access
Postmortem
Resolved
All tests have passed. All services are operating nominally and fail back is successful. We are closing this incident.
To ensure service continuity now, after the failback, please ensure that your STA environment is configured according to the KB article: https://supportportal.thalesgroup.com/csm?id=kb_article_protected&sys_id=b7af9a474f1cbfcc102400818110c77e and download the Classic zone Quick Help Guide to set up your primary and disaster recovery secondary sites accordingly.
If you have any questions, please open a case with your support provider or Thales Customer Support as appropriate:
• https://supportportal.thalesgroup.com/csm
• United States: 800-545-6608
• International: +1-410-931-7520
To ensure service continuity now, after the failback, please ensure that your STA environment is configured according to the KB article: https://supportportal.thalesgroup.com/csm?id=kb_article_protected&sys_id=b7af9a474f1cbfcc102400818110c77e and download the Classic zone Quick Help Guide to set up your primary and disaster recovery secondary sites accordingly.
If you have any questions, please open a case with your support provider or Thales Customer Support as appropriate:
• https://supportportal.thalesgroup.com/csm
• United States: 800-545-6608
• International: +1-410-931-7520
Update
Authentication and console tests have passed. We are now testing secondary services.
Update
Fail back to primary has been completed. We are now undergoing testing.
Update
We are commencing the fail back process. We will update once complete.
Update
We will be commencing the fail-back to the primary site in 5 minutes.
Update
We will failback the STA service to the primary site on Thursday, 28 July 2022 at 19.00 UTC.
Our cloud service platform provider's primary site has reached the critical mass that we expected and continues to be functional and stable. Therefore, we’re proceeding with plans to failback the STA service.
When the failback starts, there will be a brief disruption of the STA service for up to a maximum of 15 minutes. We will update this Status Dashboard as the failback progresses.
For customers that have manually configured their secondary site and to ensure service continuity after the failback, please make sure that your STA environment is configured correctly for the primary and disaster recovery (secondary) sites according to the Classic Service Zone’s Quick Help Guide that is available to download from the KB article:
https://supportportal.thalesgroup.com/csm?id=kb_article_protected&sys_id=b7af9a474f1cbfcc102400818110c77e
If you have any questions, please open a case with your support provider or Thales Customer Support as appropriate:
• https://supportportal.thalesgroup.com/csm
• United States: 800-545-6608
• International: +1-410-931-7520
Our cloud service platform provider's primary site has reached the critical mass that we expected and continues to be functional and stable. Therefore, we’re proceeding with plans to failback the STA service.
When the failback starts, there will be a brief disruption of the STA service for up to a maximum of 15 minutes. We will update this Status Dashboard as the failback progresses.
For customers that have manually configured their secondary site and to ensure service continuity after the failback, please make sure that your STA environment is configured correctly for the primary and disaster recovery (secondary) sites according to the Classic Service Zone’s Quick Help Guide that is available to download from the KB article:
https://supportportal.thalesgroup.com/csm?id=kb_article_protected&sys_id=b7af9a474f1cbfcc102400818110c77e
If you have any questions, please open a case with your support provider or Thales Customer Support as appropriate:
• https://supportportal.thalesgroup.com/csm
• United States: 800-545-6608
• International: +1-410-931-7520
Update
We continue to monitor our cloud service platform provider's primary site as it is in the process of reaching the critical mass that we expect. It continues to be functional and stable. Once it reaches our expectations, we will provide you with 2 business days notice before moving you back to the primary site.
Update
We have postponed the failback scheduled for 25 July 2022. We will update this incident 2 business days prior with the new failback date.
In the best interest of our customers, we have decided to postpone the failback because the platform provider’s service has not yet reached the critical mass that we expect.
As a reminder, to ensure service continuity now and after the failback, please ensure that your STA environment is configured according to the KB article: https://supportportal.thalesgroup.com/csm?id=kb_article_protected&sys_id=b7af9a474f1cbfcc102400818110c77e where you can download the Quick Help Guide that explains how to set up your primary and disaster recovery secondary sites accordingly.
In the best interest of our customers, we have decided to postpone the failback because the platform provider’s service has not yet reached the critical mass that we expect.
As a reminder, to ensure service continuity now and after the failback, please ensure that your STA environment is configured according to the KB article: https://supportportal.thalesgroup.com/csm?id=kb_article_protected&sys_id=b7af9a474f1cbfcc102400818110c77e where you can download the Quick Help Guide that explains how to set up your primary and disaster recovery secondary sites accordingly.
Update
Classic Zone - Incident Update
Background-
Our Cloud Service Platform Provider hosting STA’s primary site experienced a major datacenter infrastructure outage on 19 July amid the record heatwave that caused a region-wide hardware failure. The Thales CloudOps Team identified the issue immediately and successfully failed over the STA service to the disaster recovery site, restoring access to the STA service within several minutes. The STA service has remained fully functional ever since.
Update –
Our Cloud Service Platform Provider reports that their services are now functional after experiencing a major infrastructure outage on 19 July. Out of an abundance of caution, we will continue to monitor the stability over the next several days. If satisfactory, we will failback the STA service to the primary site on 25 July 2022 at 17:00 UTC.
During the failback activity, brief disruption up to an expected maximum of 15 minutes will occur at the beginning of the window.
To ensure service continuity now and after the failback, please ensure that your STA environment is configured according to the KB article: https://supportportal.thalesgroup.com/csm?id=kb_article_protected&sys_id=b7af9a474f1cbfcc102400818110c77e and download the Classic zone Quick Help Guide to set up your primary and disaster recovery secondary sites accordingly.
If you have any questions, please open a case with your support provider or Thales Customer Support as appropriate:
• https://supportportal.thalesgroup.com/csm
• United States: 800-545-6608
• International: +1-410-931-7520
Background-
Our Cloud Service Platform Provider hosting STA’s primary site experienced a major datacenter infrastructure outage on 19 July amid the record heatwave that caused a region-wide hardware failure. The Thales CloudOps Team identified the issue immediately and successfully failed over the STA service to the disaster recovery site, restoring access to the STA service within several minutes. The STA service has remained fully functional ever since.
Update –
Our Cloud Service Platform Provider reports that their services are now functional after experiencing a major infrastructure outage on 19 July. Out of an abundance of caution, we will continue to monitor the stability over the next several days. If satisfactory, we will failback the STA service to the primary site on 25 July 2022 at 17:00 UTC.
During the failback activity, brief disruption up to an expected maximum of 15 minutes will occur at the beginning of the window.
To ensure service continuity now and after the failback, please ensure that your STA environment is configured according to the KB article: https://supportportal.thalesgroup.com/csm?id=kb_article_protected&sys_id=b7af9a474f1cbfcc102400818110c77e and download the Classic zone Quick Help Guide to set up your primary and disaster recovery secondary sites accordingly.
If you have any questions, please open a case with your support provider or Thales Customer Support as appropriate:
• https://supportportal.thalesgroup.com/csm
• United States: 800-545-6608
• International: +1-410-931-7520
Monitoring
The failover has been completed and we are monitoring the status.
Update
Failover has been performed and services are starting up in DR zone.
Identified
We are performing a failover in order to restore the service.
Investigating
The SafeNet Trusted Access monitoring system has detected a problem with the Authentication and Console access.
The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
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).
X
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
X
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.
Have questions or need help?
Technical Support Website
Technical Support Website
© 2021 Gemalto. All rights reserved.