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US Admin Console Degradation
Incident Report for SafeNet Trusted Access
Postmortem

SDR/RCA Available here

Posted Dec 30, 2021 - 05:01 UTC
Resolved
The issue with access to the Admin Consoles has been resolved and, where necessary, corrective action was taken for the customers affected.



The Thales Incident Response Team is closely monitoring the service stability. This incident is now closed.
Posted Dec 17, 2021 - 15:36 UTC
Update
The root cause of the intermittent issues remains illusive. We are trying various restorative techniques.

Updates to follow.
Posted Dec 17, 2021 - 14:38 UTC
Update
We are continuing to investigate. We will provide updates as they become available.
Posted Dec 17, 2021 - 03:36 UTC
Update
We are running diagnostics to try and isolate the cause of the intermittent STA Console login errors.

Retrying one or more times will generally work.
Posted Dec 17, 2021 - 00:34 UTC
Update
The SafeNet Trusted Access monitoring system has detected an issue causing intermittent errors accessing the Admin Consoles.

Retrying generally allows access.

The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
Posted Dec 16, 2021 - 23:04 UTC
Update
The Thales incident response team is currently working towards service restoration. In the interim, retrying the request to access the console generally proves successful.

We will provide further updates as they become available.
Posted Dec 16, 2021 - 21:57 UTC
Investigating
The SafeNet Trusted Access monitoring system has detected an issue causing intermittent errors accessing the Admin Consoles.

Retrying generally allows access.

The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
Posted Dec 16, 2021 - 21:30 UTC
This incident affected: US Service Zone (Admin Consoles).
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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 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
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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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