ClearID facing issues with plugin version 3.0.1153 - Command processing

Update timeline

1. identified Oct 21, 2026, 05:42 PM UTC

   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.

2. monitoring Oct 21, 2026, 06:55 PM UTC

   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.

3. resolved Oct 21, 2026, 08:04 PM UTC

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

4. identified Oct 22, 2026, 02:40 AM UTC

   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.

5. monitoring Oct 22, 2026, 07:44 PM UTC

   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.

6. resolved Oct 26, 2026, 03:05 PM UTC

   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.