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SafeNet Trusted Access Classic Service Zone
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SafeNet Trusted Access Classic Service Zone
Jul 22 2021 All times in UTC. 06:15 AM First alert about issues with STA Console. 06:16 AM Thales Incident Responders take the ownership.
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SafeNet Trusted Access
Root Cause Analysis
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SafeNet Trusted Access
Classic Service Zone
ROOT CAUSE ANALYSIS
Summary
SDR ID: RCA-2021223
Event Date: Thursday, 23 December 2021
Event Type: Radius Service Degradation
Incident Duration: 10:26 UTC Dec 23rd to 14:48 UTC Dec 23rdTotal Duration: 4
hours, 22 minutesServices Affected: Authentication Services
Issue Summary: Intermittent issues accessing RADIUS services affecting limited set of clientsTimeline & Troubleshooting
All times in UTC
10:26 A few customers reported intermittent connection issues with the STA RADIUS service
10:28 Thales Incident Responders take the ownership
10:45 Thales internal tests were successful and
11:00 Determined that the failures impacted only a limited group of clients intermittently.
14:30 Extensive analysis revealed that one of the background load-balanced service components was ill-behaved, hence
causing intermittent authentication failures. This component was redeployed and processing continued without errors.
14:48 Thales Client Services verified with customers that they were no longer experiencing the failures.
Root Cause
The root cause was confirmed to be a failure in one of the load-balanced service components.Resolution
The service component was terminated and redeployed. Afterward, all RADIUS authentication requests were back to
normal. A new monitor was implemented and deployed to detect this special use case failure.Verification
Author: Jukka Hero, Brijesh Srivastava
SafeNet Trusted Access
Root Cause Analysis
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Thales, the Thales logo, are trademarks and service marks of Thales and are registered in certain countries.
Page 2 of 2
Approved by: Hazem Adel, James A. McLaughlin
Published: January 10, 2021
Revision Date: N/A
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