Classic STA Push OTP - Creation
Incident
Report for SafeNet Trusted Access
Resolved
The Problem with the “Push OTP” 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.
The Thales Incident Response Team is closely monitoring the service stability. This incident is now closed.
Monitoring
We have implemented a fix and are seeing positive results. We are continuing to monitor for stability.
Identified
We have isolated the source of the issue and are currently working towards resolution.
Update
The Thales Incident Response team is currently working towards service restoration.
We will provide further updates as they become available.
We will provide further updates as they become available.
Investigating
The SafeNet Trusted Access monitoring system has detected a problem with "Push OTP" for some customers.
Symptoms include some users seeing delays or potentially intermittent failures when using the Push service.
Please note you can still authenticate by generating OTP manually from your mobile app.
The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
Symptoms include some users seeing delays or potentially intermittent failures when using the Push service.
Please note you can still authenticate by generating OTP manually from your mobile app.
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 (Push Delivery).
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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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