EU - Push OTP Service Incident
Incident
Report for SafeNet Trusted Access
Postmortem
Resolved
Our services are fully recovered and our cloud service provider has provided confirmation that the issue is resolved on their end. We are conducting testing with positive results. However we will continue to closely monitor the situation. We will now close this incident and provide an incident report when the details become available to us.
Monitoring
We are now seeing signs of recovery from our cloud service provider. Services are still stabilizing however, we will continue to monitor for a full recovery.
Investigating
The SafeNet Trusted Access monitoring system has detected a problem with "Push OTP" for some customers.
Please note you can still authenticate by generating OTP manually from your mobile app.
Our cloud service provider has confirmed there are issues.
The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.
Please note you can still authenticate by generating OTP manually from your mobile app.
Our cloud service provider has confirmed there are issues.
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: EU 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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