Genetec outage history

We’re investigating reports of a potential issue affecting [Security Center SaaS → Access Control](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z8RFZWBN09VMWD4KAC) East US 2, Canada Central, Australia East, Korea Central, Canada East. We are working on it. We apologize for any inconvenience this may cause.

We have applied a mitigation and are currently monitoring the results.

We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.

We've identified an issue affecting US Gov. If your region is affected, you will not have access to the automatic face detection for a period of time. We are actively working with our Cloud Support provider and are monitoring the issue. We will provide an update as soon as possible.

We are still actively working with our Cloud Support provider and are monitoring the issue. We will provide an update as soon as possible.

A mitigation has been applied, and face detection in the Video Editor is now working as expected. We are continuing to monitor the situation to ensure full stability.

The issue affecting face detection in US Gov has been resolved. The feature is now fully operational.

We’re investigating problems with the enrollment of cloudlink cameras in Australia region.

We are investigating problems with enrollment of cloudlink cameras in Australia region. Some enrollment are succeeding.

The problems is now fixed. We continue to monitor the situation.

We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.

There is an ongoing issue causing delays in email notifications for Cloudrunner users. Our email provider is experiencing technical issues. We are actively investigating the issue and will provide an update within an hour. Rest assured that hotlist hits are still functional and you can still rely on alternative notifications such as Monitoring, SMS, and push notifications from the Cloudrunner mobile app for real-time alerts.

The issue with our email provider was resolved. All pending emails were delivered successfully.

We’re investigating reports of a potential issue of email deliverability affecting [Security Center SaaS → Web, desktop, and Mobile applications](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z899R1QS9477PJ1FV9) . We are working on it. We apologize for any inconvenience this may cause.

A fix has been implemented and we are monitoring the results.

We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.

There is an ongoing issue causing delays in email notifications for Cloudrunner users. Our email provider is experiencing technical issues. We are actively investigating the issue and will provide an update within an hour. Rest assured that hotlist hits are still functional and you can still rely on alternative notifications such as Monitoring, SMS, and push notifications from the Cloudrunner mobile app for real-time alerts.

We are still actively investigating this issue with our email provider and will continue to provide updates as we learn more.

The issue with our email provider was resolved. All pending emails were delivered successfully.

We’re investigating reports of a potential issue affecting [Clearance → Clearance - Australia](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWGWAXX69DZWVCBC7R), [Clearance → Clearance - Canada](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNW7DAJX9ES4KWMWT2B), [Clearance → Clearance - Europe](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWHNV1DWPTQSYFPMYW), [Clearance → Clearance - US](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWKG9P4F3WSJ098M03), [Clearance → Clearance - US Government](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWNAJV6F312PBQE2X4), [Clearance → Clearance - United Kingdom](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWA6EBG05QE6KA0JG8) East US. We are working on it. We apologize for any inconvenience this may cause.

We’re investigating reports of a potential issue affecting [Clearance → Clearance - US](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWKG9P4F3WSJ098M03) East US. We are working on it. We apologize for any inconvenience this may cause.

We are currently investigating a degradation of conversion of video files, affecting users of US region. Users may observe latencies before their video files are available for playback. We are still looking into the issue and will post an update within the next hour.

We are currently working to re-establish operations for conversions services. The procedure may take couple of hours to complete. We will keep posting updated on the progress.

We are working to run a script and re-establish proper function of our conversion capabilities. We are monitoring the progress and will post an update within the next hour.

We completed our recovery process and brought services for conversions back online. We can expect some latency until we clear the cumulated conversion requests since the beginning of the incident. We are keeping a close eye on the progression and would expect return to normal in the upcoming hours. Sorry for any inconvenience this incident has caused.

We are currently investigating a latency degradation on search capabilities in the Canada region. Evidences and cases are taking longer than expected to be rendered available. All data is properly handled and only the search delay is affecting the environment. We are actively investigating the issue and will update the incident within the next hour.

Search capabilities in the Canada region has resorbed and is now working as intended. We are keeping a close eye on the capability to ensure proper function is maintained. Sorry for any inconvenience this may have caused.

Please be advised that an ongoing outage from our infrastructure provider that may be affecting a subset of our cloud-hosted systems. You can check the status of the ongoing Azure outage affecting the West US region on the Azure Status page : [**Here**](https://azure.status.microsoft/en-us/status) At this time, impact may vary. If you have not noticed any disruption to your services, no action is required and you may disregard this notice. Please be assured that our team is actively working with our service providers to resolve the issue as quickly as possible.

This outage has been resolved

An issue affecting the Genetec managed accounts in all regions has been identified. If you've noticed any issues, rest assured, we are actively monitoring the issue and will provide an update within an hour.

The issue has been identified and our teams are working with our external provider to resolve the issue as soon as possible.

Our telemetry indicates that the issue from our external provider has been fixed and the situation has returned to normal. We will continue to monitor.

The situation has been resolved.

**A regional cellular connectivity outage is currently affecting Cloudrunner-connected cameras in the New Mexico area.** We are actively working with our cellular service provider to resolve the issue as quickly as possible. In the meantime, please rest assured that all affected cameras continue to store reads locally. Once connectivity is restored, the queued data will be automatically transmitted and processed. We appreciate your patience and will provide further updates as they become available.

The cellular provider has identified the root cause of the regional connectivity outage affecting Cloudrunner-connected cameras in the New Mexico area and currently estimates service restoration by **2:15 PM local time**.

All Cloudrunner cameras in the New Mexico area are back online. We will continue to closely monitor to ensure stability and confirm that all systems are operating normally.

The outge is resolved.

We are currently investigating an issue where some systems are neither receiving events nor displaying newly added devices in the Operations Web, Desktop, and Mobile applications. We have identified the cause of the incident and are implementing a solution. We apologize for any inconvenience and will keep you informed as we have more information. Thank you for your understanding as we work to fix the problem.

We are rolling out the fix progressively across the affected systems.

The fix has been deployed to all systems. We are continuing to monitor them, but the issues have now been resolved.

Problems are resolved.

This incident has been resolved.

The Genetec Login service is currently experiencing issues and is operating with degraded performance. A first mitigation has been deployed and we will update the status as the situation evolves.

A fix has been implemented and we are monitoring the results.

We’re investigating reports of a potential issue affecting [SC SaaS → Web, desktop, and Mobile applications](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z899R1QS9477PJ1FV9) Global. We are working on it. We apologize for any inconvenience this may cause.

We have applied a mitigation and are currently monitoring the results.

We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.

We’re investigating reports of a potential issue of email deliverability affecting Global SC SaaS → Web, desktop, and Mobile applications . We are working on it. We apologize for any inconvenience this may cause.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We’re investigating reports of a potential issue affecting [SC SaaS → Web, desktop, and Mobile applications](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z899R1QS9477PJ1FV9) Global. We are working on it. We apologize for any inconvenience this may cause.

We have applied a mitigation and are currently monitoring the results.

We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.

Engineers are currently investigating an issue. More updates will be provided as the investigation progresses.

Engineers have identified an issue affecting customers in the Canada region. The search functionality can report delayed results when operating inside the Clearance portal. No data loss is observed.

We are applying a fix on the search functionality and will be monitoring the activities on the Canada environment to ensure proper functionality.

The incident has been resolved.

We’re investigating reports of a potential issue affecting [SC SaaS → Video Streaming](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KPRBN1M85B4C8WG42E9RZKKD), [SC SaaS → Access Control](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z8RFZWBN09VMWD4KAC) . We are working on it. We apologize for any inconvenience this may cause.

Services are back to normal. We are monitoring the situation.

We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.

We’re investigating reports of a potential issue affecting Clearance . We are working on it. We apologize for any inconvenience this may cause.

This incident has been resolved.

We’re investigating reports of a potential issue affecting [Clearance](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01JJ2RMFWCRH4QF7MVDD5ZS8G6) . We are working on it. We apologize for any inconvenience this may cause.

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We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.