Genetec outage history

We are still investigating an issue that affects uploads and downloads in Clearance, affecting users of environment USGov only. Users may observe temporary upload or download failures that can successfully be completed on a retry. We are actively working with Azure services to solve the problem. We will provide an update when the provider will have identified and provided updates on the issue.

We are seeing our availability metrics coming back to normal expectations. The upload and download capability are now operating as intended. We are keeping a close eye on the progress, along with the state of our dependent Azure services. Sorry for the inconveniences.

We are currently investigating a degradation of uploads, affecting users of environment USGov. Users may observe intermittent failed upload attempts. We will post an update within the next hour.

We are still investigating an issue that affects uploads and downloads in Clearance, affecting users of environment USGov only. Users may observe temporary upload or download failures that can successfully be completed on a retry. We will post an update within the next hour with any updates related to this incident.

We have identified a problem with Azure services and are working with the service provider to solve the problem. We will provide an update when the provider will have identified the issue.

We are still investigating an issue that affects uploads and downloads in Clearance, affecting users of environment USGov only. Users may observe temporary upload or download failures that can successfully be completed on a retry. We have identified a problem with Azure services and are working with the service provider to solve the problem. We will provide an update when the provider will have identified the issue.

We have confirmed the incident with Azure services has been resolved and services are now back online. Sorry for any inconveniences.

We are currently investigating a degradation of ClearID command processing with the ClearID plugin. Users may observe health monitoring state with the plugin mentioning "Command processing is not responding", which halts the synchronization with ClearID events. We will post an update within the next hour.

ClearID plugin version 3.0.1183 has been released to solve the issue. The new version is available on the Genetec Update Service (GUS) or from the Genetec Portal.

ClearID plugin version 3.0.1183 resolves the issues and must be installed to replace version 3.0.1153.

ClearID plugin version 3.0.1183 may experience issues with command processing. Our engineers are working on a fix to solve this issue. As a temporary mitigation if a plugin falls in an invalid state, it is recommended to reboot the ClearID plugin.

ClearID plugin version 3.0.1205 has been released to solve the issue. The new version is available on the Genetec Update Service (GUS) or from the Genetec Portal. We are continuing to monitor the situation.

We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time. Please do not hesitate to contact us if you have any concerns or questions.

We've identified an issue affecting US region. You may encounter temporary latencies to login to the Clearance application. Currently logged-in users should not be affected. We are actively investigating the issue and will provide an update within 30 minutes.

We could verify that users are able to login to the region US successfully. The incident was temporary and services are being re-established as expected. We are still monitoring the stability of the login attempts.

The incident is now resolved as we could confirm more stable login attempts.

A fix has been deployed and we are actively monitoring the service to ensure stability

We are investigating an issue affecting the availability of the SaaS Portal.

The issue has been resolved, and the portal has returned to normal availability

We’re investigating reports of a potential issue affecting SC SaaS Device Management US. 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 affecting Security Center SaaS Investigation in the US region. We are working on it. We apologize for any inconvenience this may cause.

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 [Genetec Cloud Products / Security Center SaaS → Investigation](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z81ENYDY64GZC6T462) East US 2. We are working on it. We apologize for any inconvenience this may cause.

We have identified the cause of the incident. New events in Investigations are being delayed by around 40 minutes at the moment in East US 2. Existing events are not impacted. Search continues to work as expected on existing events. At this time, we cannot provide an estimated time for resolution. 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.

The delay in processing new events in Investigations is due to limited compute capacity in East US 2. We are working to secure additional capacity. We cannot yet provide an estimated time for resolution. We apologize for the inconvenience and appreciate your patience.

We are still working to secure additional capacity. New forensic events in Investigations are now delayed by up to 3 hours. Existing events and search are not impacted. We cannot yet provide an estimated time for resolution. We apologize for the inconvenience and appreciate your patience.

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 Security Center SaaS Device management web page in West Europe. We are working on it. We apologize for any inconvenience this may cause.

A fix has been deployed. The service functionality has been restored. 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 are investigating reports of an issue affecting intercoms and speakers that were added during the incident period. Our team is actively working to identify the cause and restore normal functionality. We apologize for any inconvenience this may cause.

We have identified the issue, we are working on it.

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 affecting [Genetec Cloud Products / Security Center SaaS → Web, desktop, and Mobile applications](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z899R1QS9477PJ1FV9) East US 2. 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 affecting [Genetec Cloud Products / Security Center SaaS → Investigation](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z81ENYDY64GZC6T462) West Europe. We are working on it. We apologize for any inconvenience this may cause.

We are currently investigating an issue affecting the Natural Language Search functionality within the Investigation solution in Europe. Customers may experience degraded performance, including slower response times, incomplete search results, or intermittent failures when submitting natural language queries. We apologize for any inconvenience and appreciate your patience while we work to resolve this issue.

Our monitoring indicates that Natural Language Search functionality has stabilized and requests are being processed successfully. We are continuing to monitor the service to ensure stability before fully resolving the incident. Thank you for your patience.

The incident has been resolved. We will continue to monitor the service as part of our standard operating procedures. Thank you for your patience while we worked to restore full functionality.

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

We are currently experiencing a service degradation in the **US Gov** region that is impacting evidence conversion in **Clearance**. As a result, evidence processing and conversion times may be slower than usual. Our team is actively investigating the issue and working to restore normal performance.

The service degradation affecting evidence conversion in **Clearance** within the **US Gov** region has been resolved, and normal service has been restored. Evidence conversion is now operating at expected performance levels. While the issue has been mitigated and service recovery confirmed, we will continue to closely monitor the environment to ensure ongoing stability.

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 [Genetec Cloud Products / Security Center SaaS → Investigation](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z81ENYDY64GZC6T462) East US 2. We are working on it. We apologize for any inconvenience this may cause.

We are currently investigating an issue affecting the Natural Language Search functionality within the Investigation solution for customers hosted in the **East US 2** region. Customers may experience degraded performance, including slower response times, incomplete search results, or intermittent failures when submitting natural language queries. We apologize for any inconvenience and appreciate your patience while we work to resolve this issue.

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

The issue affecting Natural Language Search in the Investigation solution for customers hosted in the **East US 2** region appears to be related to an outage experienced by an external service provider. The provider has since recovered, and service performance has improved. We continue to closely monitor the environment to ensure stability. This issue remains limited to the **East US 2** region, and we will provide further updates as needed.

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 [Genetec Cloud Products / Clearance → Clearance - Australia](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWGWAXX69DZWVCBC7R), [Genetec Cloud Products / Clearance → Clearance - Canada](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNW7DAJX9ES4KWMWT2B), [Genetec Cloud Products / Clearance → Clearance - Europe](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWHNV1DWPTQSYFPMYW), [Genetec Cloud Products / Clearance → Clearance - US](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWKG9P4F3WSJ098M03), [Genetec Cloud Products / Clearance → Clearance - US Government](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWNAJV6F312PBQE2X4), [Genetec Cloud Products / Clearance → Clearance - United Kingdom](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWA6EBG05QE6KA0JG8) Global. We are working on it. We apologize for any inconvenience this may cause.

We've identified an issue affecting Global. If your region is affected, you will not have access to the service for a short period of time. We are actively monitoring the issue and will provide an update within an hour.

We've identified an issue affecting Canada, US, US Gov and Europe. If your region is affected, you will not have access to the service for a short period of time. We have identified the issue and are working on a mitigation.

We have implemented a mitigation and are currently monitoring the situation to confirm that all functionalities have been fully restored.

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 [Genetec Cloud Products / Security Center SaaS → Video Streaming](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KPRBN1M85B4C8WG42E9RZKKD), [Genetec Cloud Products / Security Center SaaS → Video Recordings](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KPRBN1M8RNZYBK83Q8QHF8D4) East US 2. We are working on it. We apologize for any inconvenience this may cause.

We have identified the issue, we are working on it.

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.

Video playback of near-live cloud recording cameras for systems hosted in East US datacenters is currently unavailable. The team is investigating. We will post an update within the next hour.

The issue has been identified and we are currently deploying a mitigation to make playback available as soon as possible.

Near-live playback is progressively being restored. We are monitoring the situation.

The issue is now resolved.

We've identified an issue in the System Management Portal which prevents integrators from requesting access to End User systems. The cause of this outage has been identified and we are currently deploying a fix.

We've deployed a fix and are currently monitoring the recovery.

The issue has been resolved.

We’re investigating reports of a potential issue affecting [Genetec Cloud Products / Security Center SaaS → Communications](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z83T5T696SK1DYBSZX) Global. We are working on it. We apologize for any inconvenience this may cause.

We are currently investigating an issue affecting intercom call functionality in Security Center Operation Desktop. Users may experience difficulties placing or receiving calls through intercom devices. Operation Web and Operation Mobile are not impacted and continue to operate normally.

We have identified the root cause of the issue affecting intercom calls in Operation Desktop. A corrective fix is currently being deployed, and we expect normal service to be restored shortly. We will continue to monitor the environment and provide updates as needed.

The issue affecting intercom calls in Operation Desktop has been resolved. All services are now functioning normally, and users should no longer experience any disruption. We apologize for any inconvenience caused and appreciate your patience throughout this incident.

We’re investigating reports of a potential issue affecting [Genetec Cloud Products / Security Center SaaS → Communications](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z83T5T696SK1DYBSZX) East US 2. We are working on it. We apologize for any inconvenience this may cause.

We are aware of an issue causing intermittent disruptions to call functionality. Users may experience occasional difficulties when placing or receiving calls.

We are aware of an issue causing intermittent disruptions to call functionality in the EastUS2 region. Users may experience occasional difficulties when placing or receiving calls.

The issue has been identified, and a corrective fix is currently being deployed. We are continuing to monitor the situation closely.

The issues have been resolved, and calling services have returned to normal operation. We sincerely apologize for any inconvenience caused and appreciate your patience while the team worked to restore service.