All Region Sync Service - Incident
Incident
Report for SafeNet Trusted Access
Postmortem
Resolved
All services in all zones are operating nominally. We have applied workarounds in our environments to mitigate the issues. We are awaiting a permanent fix from our cloud service provider but the workarounds set in place will ensure full operational status of all our services until then.
We appreciate your patience and understanding.
We appreciate your patience and understanding.
Monitoring
Classic Zone: We have implemented a fix for PKI and Sync Services in Classic Zone. Testing has proven successful and all services in Classic are now fully operational.
Update
EU Zone: We have implemented a fix for PKI and Sync Services in EU Zone. Testing has proven successful and all services in EU are now fully operational.
Update
US Zone: We have implemented a fix for PKI and Sync Services in US Zone. Testing has proven successful and all services in US are now fully operational.
Update
We have uncovered a workaround and will be implementing it for the affected services, starting with PKI first. We hope to have full service restoration in a couple of hours. We will provide updates as we proceed with the workaround
Update
We are forming a plan with our cloud provider and hope to have progress soon.
Update
We are continuing to work with our cloud service provider to find a solution.
Update
We are also seeing evidence that PKI authentications are at risk of intermittently failing as well and are working towards applying a a fix.
Update
We are trying some options we have discussed with the cloud provider. We will provide updates as they become available.
Update
The cloud service provider will update us in the next 30 minutes or so. In tandem, we are looking for alternative solutions internally.
Update
We are working with our cloud service provider on finding the root to the recent issues we have been facing. Updates to follow.
Update
We are engaging our cloud service provider as the issue appears to be within the cloud networking environment.
Investigating
The SafeNet Trusted Access monitoring system has detected an intermittent problem with "Sync" for some customers.
Customers may see issues syncing new user details from their user directory (eg: Active Directory)
The Thales incident response team is already investigating this problem and we will update you as soon as we have updates.
Customers may see issues syncing new user details from their user directory (eg: Active Directory)
The Thales incident response team is already investigating this problem and we will update you as soon as we have updates.
This incident affected: EU Service Zone (Authentication Services, Management), US Service Zone (Authentication Services, Management), and Classic Service Zone (Authentication Services, Management).
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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.
Have questions or need help?
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