Incident - Console Access, and SAML Authentication

Update timeline

1. investigating Feb 27, 2025, 07:09 PM UTC

   The SafeNet Trusted Access monitoring system has detected a potential issue affecting Console Access, API and SAML Authentication. The symptoms of the issue could result in intermittent slowness when authenticating to the STA console as well as SAML auth. If you are facing failures, increasing timeout values might prove effective until we uncover and rectify the issue. 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 Authentication issues can affect users ability to authenticate or access applications. The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.

2. monitoring Feb 27, 2025, 09:19 PM UTC

   We have applied fixes to the environment and are seeing improved performance. We will continue to test and monitor. We will keep this incident open until we are confident that we will not see a reoccurrence.

3. monitoring Feb 28, 2025, 09:52 AM UTC

   We have applied fixes to the environment and are seeing improved performance. We will continue to test and monitor. We will keep this incident open until we are confident that we will not see a reoccurrence.

4. resolved Feb 28, 2025, 06:17 PM UTC

   All services are operating nominally and we are confident that the corrective steps taken have had the expected results. We will now close this incident. We will provide an Incident Report within the next 5 business days.

5. postmortem Mar 05, 2025, 08:21 PM UTC

   [Final IR Download here](https://supportportal.thalesgroup.com/sys_attachment.do?sys_id=b3150dee978c6610c698bf76f053af7a) [IR History Download here](https://supportportal.thalesgroup.com/csm?id=kb_article_view&sys_kb_id=d188fcd4dbc704949cea983cca961996&sysparm_article=KB0021004)