EU - Admin Console Access and SAML/OIDC Authentication Incident

Update timeline

1. investigating Mar 31, 2025, 06:30 AM UTC

   The SafeNet Trusted Access monitoring system has detected a problem with Console Access, API, PUSH OTP and SAML Authentication for some customers. Issues in Admin console may have an impact on your ability to access and manage tokens, users, provisioning, policies, application configuration, and other management operations. SAML/OIDC Authentication issues can affect users ability to authenticate or access business applications configured with STA. The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.

2. investigating Mar 31, 2025, 07:19 AM UTC

   We are continuing to investigate this issue.

3. investigating Mar 31, 2025, 08:13 AM UTC

   The Thales incident response team is currently working towards service restoration. We will provide further updates as they become available.

4. investigating Mar 31, 2025, 08:25 AM UTC

   We are now failing over the traffic for the EU Zone to the secondary site. We will update with further developments.

5. investigating Mar 31, 2025, 08:55 AM UTC

   After failing our services over the secondary site, our testing indicated some anomalies in service stability. We are now failing back to the primary site.

6. identified Mar 31, 2025, 09:28 AM UTC

   The issue has been identified and a fix is being implemented.

7. monitoring Mar 31, 2025, 09:53 AM UTC

   We have stabilized the environment and will continue to monitor closely for any errors.

8. resolved Mar 31, 2025, 10:27 AM UTC

   This incident has been resolved.

9. postmortem Apr 04, 2025, 07:52 AM UTC

   [Final IR Download here](https://supportportal.gemalto.com/sys_attachment.do?sys_id=ac93209383302214fc177e126daad398) [IR History Download here](https://supportportal.gemalto.com/csm?id=kb_article_view&sys_kb_id=60783cd4dbc704949cea983cca9619b4&sysparm_article=KB0021003)