Genetec incident

ClearID – Role Service Failures

Resolved after 22 hours 54 minutes, affecting Demo (https://demo.clearid.io) and Global US (https://portal.clearid.io) and 1 more, on April 14, 2026.

monitoring Apr 15, 2026, 03:08 AM UTC

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

Started: Apr 14, 2026, 03:15 PM UTC
Resolved: Apr 15, 2026, 02:09 PM UTC
Duration: 22h 54m
Detected by Pingoru: Apr 14, 2026, 03:15 PM UTC

Affected components

Demo (https://demo.clearid.io)Global US (https://portal.clearid.io)Europe (https://portal.eu.clearid.io/)Canada (https://portal.ca.clearid.io/)Australia (https://portal.au.clearid.io/)

Update timeline

investigating Apr 14, 2026, 04:23 PM UTC

We’re investigating reports of a potential issue affecting ClearID Functionality. We are working on it. We apologize for any inconvenience this may cause.
identified Apr 14, 2026, 04:24 PM UTC

The issue has been identified and a fix is being implemented. The propagation of resulting issues was stopped.
identified Apr 14, 2026, 08:30 PM UTC

It was identified that the issue only affected Prod US & Prod EU. Rectifications are still in progress.
identified Apr 14, 2026, 11:03 PM UTC

We are continuing to work on a fix for this issue.
monitoring Apr 15, 2026, 03:08 AM UTC

A fix has been implemented and we are monitoring the results.
resolved Apr 15, 2026, 02:09 PM UTC

This incident has been resolved.

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