RCA Published - EU Enrollment Email Issue
Incident
Report for SafeNet Trusted Access
Postmortem
Resolved
The disruption to the "Enrollment Email Issue" has now been investigated and where necessary corrective action taken for those customers affected.
This disruption has now been resolved
This disruption has now been resolved
Update
Updating affected component to Auto-provisioning.
The team is currently investigating the issue and will provide updates as they become available. Next update expected within 30 minutes.
The team is currently investigating the issue and will provide updates as they become available. Next update expected within 30 minutes.
Investigating
The SafeNet Trusted Access monitoring system has detected a problem with "SMTP Enrollment" for some customers.
The Thales incident response team is already investigating this problem and we will update you as soon as we have updates.
The Thales incident response team is already investigating this problem and we will update you as soon as we have updates.
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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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