Gemalto SafeNet Trusted Access - Classic Zone Status

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Classic Service Zone

We are currently seeing an unprecedented level of activity linked to the COVID-19 pandemic. We expect this level of demand to continue. We have implemented various improvement measures to address the increased demand and continue to work diligently to ensure the quality of our service. We will post updates on this status page to keep you informed.

All Systems Operational

About This Site

Welcome to the SafeNet Trusted Access status site for Classic service zone. Included in this site is an option to subscribe to live service updates as well as see history of our service availability.

For service status of EU/US service zones, please refer here https://status.safenetid.com/.

RADIUS Service Operational

RADIUS Service (standard) Operational

RADIUS over IPsec (custom subscription) Operational

STA Token Management Console Operational

STA Access Management Console Operational

SAML and OIDC Service Operational

Management API (BSIDCA) Operational

Authentication API (Token Validator) Operational

Push OTP Service Operational

Self-Enrollment Operational

Self-Service and User Portal Operational

Synchronization Service Operational

Risk Engine Operational

VPN UK Operational

VPN Canada Operational

Audit Logging Operational

Policy Engine Operational

Identity Provider Operational

Auto-Provisioning Service Operational

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Jun 2, 2020

No incidents reported today.

Jun 1, 2020

No incidents reported.

May 31, 2020

No incidents reported.

May 30, 2020

User Portal & Application Assignment - Disruption

Resolved - The potential disruption to the SafeNet Trusted Access Self-Service Portal has now been investigated and, where necessary, corrective action was taken for those customers affected.

This disruption has now been resolved.

SafeNet Trusted Access
May 30, 19:32 UTC

Update - The Thales incident response team is still monitoring, however, all services are reporting as available and operable.

This incident will be marked as resolved once confirmation is received that it is safe to do so.
May 30, 18:36 UTC

Monitoring - Issues with the Self-Service and User-Portal have cleared for now. The Thales incident response team is still testing and investigating and will close this ticket once we are satisfied with ensured service stability. Next update should be expected within the hour.
May 30, 16:43 UTC

Investigating - This is an automatically generated email. The SafeNet Trusted Access monitoring system has detected a problem with the User portal & Application Access for some customers.

The Thales incident response team is already investigating this potential problem and we will update you as soon as we have further news.

Many thanks for your patience.

SafeNet Trusted Access
May 30, 16:12 UTC

May 29, 2020

No incidents reported.

May 28, 2020

No incidents reported.

May 27, 2020

No incidents reported.

May 26, 2020

No incidents reported.

May 25, 2020

No incidents reported.

May 24, 2020

No incidents reported.

May 23, 2020

Quarterly Failover Resiliance Testing

Completed - The scheduled maintenance has been completed.
May 23, 17:00 UTC

Update - All Services are reporting successfully failed over to the primary site. We are conducting testing and verification, however, no further service interruptions are expected.
May 23, 16:59 UTC

Update - Authentication services are now running on the primary site. Additional services are also being failed back at this time.
May 23, 16:49 UTC

Update - We are now commencing our failback procedure to the Primary site. There may be a brief period of service degradation of a few minutes but up to a maximum of 15 minutes.
May 23, 16:42 UTC

Update - All services have been successfully failed over and has begun on our Secondary site.

We will conducting further testing and observations and will post a message as we begin the fail-back process.
May 23, 14:25 UTC

Update - DNS Failover complete. Authentication, Monitoring and Reporting services reporting stable in DR site and serving users without issue.
May 23, 14:07 UTC

Update - Beginning failover. We will update when core services are verified in DR site
May 23, 14:05 UTC

Update - DNS Failover of core services will begin within the next few minutes.

A brief disruption can be expected as core services failover.

We will provide an update as we begin
May 23, 14:04 UTC

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 23, 14:00 UTC

Update - We will be undergoing scheduled maintenance during this time.
May 15, 19:05 UTC

Scheduled - The quarterly failover test that was scheduled for 18th April has been postponed to 23rd May to accommodate the operational needs of our healthcare customers during the COVID-19 emergency period.

The failover test will take place between the hours of 14:00 UTC and 17:00 UTC. During this period, brief outages up to an expected maximum of 15 minutes will occur at the beginning and near the end of the window as we conduct the failover and failback.

Complete service availability and performance will resume at the end of the window.
Updates will be provided via our Statuspage: https://status.sta.safenetid.com/

NOTE: For those who use hard-coded IP Addresses for Token Validator:
Our Disaster Recovery Plan is designed to leverage DNS to ensure a smooth and rapid failover of services. As such, during failover exercises (planned or unplanned) could cause service disruption for your users for authentication if you are to continue to use hard-coded IP addresses. It is expected that during the upcoming test, disruption times could be longer than the above-mentioned 15 minutes for those with hard-coded IP addresses.

Further, as public IP addresses can be changed by the Internet Service Provider, this can increase the risk of disruption, as well as create administrative overhead for your team.

We strongly encourage the use of our FQDN: agent1.safenet-inc.com or agent2.safenet-inc.com.

If you have any questions as to how to properly add the DNS entries, we recommend using this guide as a reference:
https://supportportal.thalesgroup.com/csm?id=kb_article_protected&sys_id=b7af9a474f1cbfcc102400818110c77e

Please note, that accessing this link does require an active Thales Support Portal account.

If you have any questions or concerns, please reach out to our Client Services team:
• https://safenet.gemalto.com/technical-support/
• United States: 800-545-6608
• International: +1-410-931-7520
We thank you for your continuous support and cooperation.

Thales Authentication and Access Management Cloud Services
Apr 15, 19:33 UTC

May 22, 2020

No incidents reported.

May 21, 2020

No incidents reported.

May 20, 2020

No incidents reported.

May 19, 2020

SafeNet Trusted Access - Push OTP Service - Potential Disruption

Postmortem - Read details
May 25, 06:35 UTC

Resolved - The issue has been resolved and our tests and monitoring indicate no further issues.

The Thales Incident Response team is closing this incident as resolved, however, will continue to closely monitor to ensure continued stability.
May 19, 04:25 UTC

Update - We are still working with the external provider and have not yet been provided a timeline for restoration. This issue continues to be escalated.

As a reminder, please use manual OTP generation until the Push issue is confirmed resolved.
May 19, 02:22 UTC

Update - We have identified that the root of the issue lies with an external service provider. We are working closely with them to have this issue resolved.

They have not provided us with a timeline, however, we will follow up and provide updates as they become available to us.

While we continue to pursue a fix from the provider, please be aware that manual OTP generation is still operational and only the Push component is currently affected.
May 19, 00:21 UTC

Update - The Incident Response Team has isolated where the issue lies with both PUSH and MP Enrollment. We're currently attempting to apply a fix and will provide updates within the hour.
May 18, 23:58 UTC

Update - The Thales Incident Response Team is continuing to troubleshoot the issue as previous workaround attempts did not consistently work.

As a reminder: while Push is not fully functional, manual OTP has and continues to work consistently.
May 18, 23:11 UTC

Identified - The issue with Push appears to persist. We are attempting further restorative steps.
May 18, 22:19 UTC

Monitoring - A workaround has been put in place and service should be restored.

We will continue to monitoring and testing.
May 18, 19:55 UTC

Update - Just to update you that the disruption to SafeNet Trusted Access - Push OTP Service is still being investigated.

We will provide updates when further details are available.
May 18, 19:36 UTC

Update - The first steps in the restorative action have not resolved the issue. However, it has been confirmed that Android and Windows appear to be affected, whereas Apple IOS appears to function.
May 18, 16:09 UTC

Update - The Thales Incident Response team is attempting restorative efforts. We will know the effectiveness of those efforts within the next 10-15 minutes and will update the statuspage accoridingly.
May 18, 15:42 UTC

Update - MobilePass+ enrollment may also be affected. We are still investigating and will provide updates as they become available.

Updates should be expected within the next 30 minutes.
May 18, 14:30 UTC

Update - While we continue to invistigate, please be aware that manual OTP generation is still operational and only the Push component is currently affected.
May 18, 13:44 UTC

Investigating - This is an automatically generated email. The SafeNet Trusted Access monitoring system has detected a possible problem with the Push OTP Service for some customers.

The Thales incident response team are already investigating this potential problem and we will update you as soon as we have further news.

Thank you for your patience.

SafeNet Trusted Access
May 18, 13:42 UTC