Potential issue affecting Genetec Cloud Products / Security Center SaaS → Investigation East US 2

Update timeline

1. investigating Sep 17, 2026, 04:09 PM UTC

   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.

2. investigating Sep 17, 2026, 04:21 PM UTC

   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.

3. monitoring Sep 17, 2026, 04:25 PM UTC

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

4. monitoring Sep 17, 2026, 04:42 PM UTC

   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.

5. resolved Sep 17, 2026, 05:04 PM UTC

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