US - Authentication Services Incident

Update timeline

1. investigating Jun 12, 2025, 06:36 PM UTC

   The SafeNet Trusted Access monitoring system has detected a problem with Authentication Services, specifically SAML Auth. This may impede your ability to authenticate using RADIUS, SAML/OIDC applications, Admin Consoles, and any other authentication services using STA. SAML/OIDC Authentication issues can affect users ability to authenticate or access business applications configured with STA. 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. The Thales Incident Response Team is actively investigating this problem and will update this incident with additional information as it becomes available.

2. investigating Jun 12, 2025, 06:43 PM UTC

   We have confirmation from our cloud service provider that they are having issues. We will provide further updates as they become available.

3. monitoring Jun 12, 2025, 06:55 PM UTC

   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.

4. resolved Jun 12, 2025, 07:46 PM UTC

   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.

5. postmortem Jun 18, 2025, 09:42 PM UTC

   [Final IR & IR History available](https://supportportal.thalesgroup.com/csm?id=kb_article_view&sys_kb_id=f25838d4dbc704949cea983cca9619cb&sysparm_article=KB0021002)