OTP Service - SMS Provider Down
Incident
Report for SafeNet Trusted Access
Postmortem
Resolved
The SMS provider's incident has been resolved. Our testing indicates that SMS messages are now being delivered in a timely fashion. We are closing this incident.
Identified
The provider and we have validated that SMS is functioning, albeit with some delays. They have not provided a time for full restoration. We will update as details are provided.
Investigating
The SafeNet Trusted Access monitoring system has detected a problem with OTP via SMS due to an outage and the SMS provider level.
OTP can still be generated via Email.
The Thales incident response team has reached out to the provider and we were informed that the outage should be resolved within the hour.
This issue may also affect SMS notifications being sent to Operators who have set up this feature.
OTP can still be generated via Email.
The Thales incident response team has reached out to the provider and we were informed that the outage should be resolved within the hour.
This issue may also affect SMS notifications being sent to Operators who have set up this feature.
This incident affected: EU Service Zone (Push Delivery) and US 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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