US - Enrollment Service Incident
Incident
Report for SafeNet Trusted Access
Resolved
The Cloud Provider has confirmed they have recovered services on their end. We will now close this incident.
Update
The issue appear to have originated from our Cloud Services provider. While we continue to see service stability and reliability at this time, we will keep this incident open until we get confirmation that the issues on the provider's end have been fully resolved.
Monitoring
A fix has been implemented and we are monitoring the results.
Identified
The issue has been identified and a fix is being implemented.
Update
We are continuing to investigate this issue.
Investigating
The SafeNet Trusted Access monitoring system has detected a problem with "Enrollment Service " for some customers.
New enrollment activities will be impeded during this time.
The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
New enrollment activities will be impeded during this time.
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: US Service Zone (End User 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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