Classic Legacy Secondary Datacentre (CA) Radius - Disruption
Incident
Report for SafeNet Trusted Access
Postmortem
Resolved
We have monitored the environment since the network troubleshooting was performed and have deemed the environment stable and operating nominally. We are closing this incident.
If further issues arise, we encourage you to contact support.
If further issues arise, we encourage you to contact support.
Monitoring
We have implemented some troubleshooting steps in the hopes of restoring service. We are monitoring to verify if they had a positive effect on all affected customers.
Identified
The issue has been identified and a fix is being implemented.
Update
Our investigation is continuing.
We will provide updates as they become available.
We will provide updates as they become available.
Update
Our investigation is continuing.
We will provide updates as they become available.
We will provide updates as they become available.
Update
We are attempting additional restorative efforts and coordinating escalated physical presence at the site.
Update
We are continuing to work towards resolution.
Update
We are having the Canada Datacentre techs physically intervene on our behalf in an attempt to restore service as remote attempts are not working. So far the attempts have been unsuccessful but we are continuing to explore options. Updates to follow.
Update
We are continuing to investigate but believe we have narrowed the issue down to the affected network components located in the CA Datacentre. We are coordinating with the local technicians as well as internal resources in case physical intervention is required.
We will provide updates as they become available.
We will provide updates as they become available.
Investigating
The SafeNet Trusted Access monitoring system has detected a problem with the Radius service being served from our legacy secondary Datacentre in CA.
Customers who have configured Radius to use both primary and secondary IP addresses will not be affected as the traffic will be redirected to the primary DC in UK.
The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
Customers who have configured Radius to use both primary and secondary IP addresses will not be affected as the traffic will be redirected to the primary DC in UK.
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).
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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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