Genetec Outage History

Started Jan 18, 2026, 07:55 PM UTC· resolved Jan 18, 2026, 09:33 PM UTC

1. investigating Jan 18, 2026, 07:55 PM UTC

   We are currently investigating a performance degradation in United State region affecting enrollment, configuration, and status of cameras. We are working to resolve the issue as quickly as possible. We apologize for any inconvenience this may cause. At this time, we do not have any further details on the cause of the incident or an estimated time for resolution. We will provide updates as they become available and appreciate your patience while we work to resolve the issue.

2. identified Jan 18, 2026, 08:44 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Jan 18, 2026, 08:52 PM UTC

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

4. resolved Jan 18, 2026, 09:33 PM UTC

   This incident has been resolved.

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Started Jan 17, 2026, 06:00 PM UTC· resolved Jan 17, 2026, 08:50 PM UTC

1. investigating Jan 19, 2026, 12:12 PM UTC

   We are currently investigating an incident that is impacting work item service in us-east cluster. We are working to resolve the issue as quickly as possible. We apologize for any inconvenience this may cause.

2. investigating Jan 19, 2026, 12:15 PM UTC

   We are continuing to investigate this issue.

3. investigating Jan 19, 2026, 12:17 PM UTC

   We have identified the cause of the incident and are implementing a solution.

4. identified Jan 19, 2026, 12:20 PM UTC

   The issue has been identified and a fix is being implemented.

5. monitoring Jan 19, 2026, 12:22 PM UTC

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

6. resolved Jan 19, 2026, 12:23 PM UTC

   This incident has been resolved.

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Started Jan 14, 2026, 05:30 AM UTC· resolved Jan 14, 2026, 05:30 AM UTC

1. resolved Jan 15, 2026, 04:12 PM UTC

   We encountered an issue in our US and West Europe Datacenter regions that temporarily affected cloud services, resulting in disrupted cloud recording functionality on a subset of customer cameras. The issue was identified and resolved by our engineering team, and full service was restored at 1:20PM EST. We apologize for any inconvenience this incident may have caused and thank you for your patience and understanding.

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Started Jan 07, 2026, 09:00 PM UTC· resolved Jan 07, 2026, 09:00 PM UTC

1. resolved Jan 07, 2026, 11:37 PM UTC

   An issue has been identified to affect the thumbnail generation for video files of Clearance in all regions. We deployed a fix at 6PM and corrected all files that may have had missing thumbnails between the reported and resolved timestamps.

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Started Jan 05, 2026, 06:48 PM UTC· resolved Jan 05, 2026, 09:31 PM UTC

1. investigating Jan 05, 2026, 06:48 PM UTC

   We are currently investigating an incident that is impacting entity synchronization, reports and events in the desktop applications. We are working to resolve the issue as quickly as possible. We apologize for any inconvenience this may cause. At this time, we do not have any further details on the cause of the incident or an estimated time for resolution. We will provide updates as they become available and appreciate your patience while we work to resolve the issue.

2. monitoring Jan 05, 2026, 07:52 PM UTC

   We have identified the cause of the incident and implemented a solution. We are closely monitoring the situation to ensure the issue is fully resolved.

3. resolved Jan 05, 2026, 09:31 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.

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Started Dec 11, 2025, 11:04 PM UTC· resolved Dec 12, 2025, 01:10 PM UTC

1. investigating Dec 11, 2025, 11:04 PM UTC

   There is an ongoing issue causing delays in email notifications for U.S. users. Our mail provider is experiencing technical issues. We are actively investigating the issue and will provide an update soon. 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 Genetec Cloudrunner Mobile App for real-time alerts.

2. monitoring Dec 12, 2025, 12:06 AM UTC

   The mail provider has applied a patch to restore functionality. We will continue to monitor the situation.

3. resolved Dec 12, 2025, 01:10 PM UTC

   This incident has been resolved.

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Started Dec 05, 2025, 09:25 AM UTC· resolved Dec 05, 2025, 09:31 AM UTC

1. investigating Dec 05, 2025, 09:25 AM UTC

   We are currently investigating an incident that is impacting our services. We are working to resolve the issue as quickly as possible. We apologize for any inconvenience this may cause. At this time, we do not have any further details on the cause of the incident or an estimated time for resolution. We will provide updates as they become available and appreciate your patience while we work to resolve the issue.

2. monitoring Dec 05, 2025, 09:29 AM UTC

   We are closely monitoring the situation to ensure the issue is fully resolved.

3. resolved Dec 05, 2025, 09:31 AM 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.

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Started Nov 18, 2025, 11:32 AM UTC· resolved Nov 18, 2025, 04:50 PM UTC

1. investigating Nov 18, 2025, 11:50 AM UTC

   Our provider Cloudflare is currently experiencing an issue which is affecting the products / components below. We will resolve this incident once we have received confirmation that the issue has been resolved from our upstream provider.

2. identified Nov 18, 2025, 11:52 AM UTC

   Cloudflare acknowledged the problem. See https://www.cloudflarestatus.com/ for more details. We will resolve this incident once we have received confirmation that the issue has been resolved from our upstream provider.

3. identified Nov 18, 2025, 12:18 PM UTC

   We are continuing to work on a fix for this issue.

4. monitoring Nov 18, 2025, 12:23 PM UTC

   Our systems are currently recovering, and we are actively monitoring to ensure everything returns to normal. Thank you for your patience.

5. identified Nov 18, 2025, 12:49 PM UTC

   Functionality remains inconsistent or unavailable. Customers may experience intermittent issues or higher-than-normal error rates while we continue remediation efforts.

6. identified Nov 18, 2025, 01:24 PM UTC

   We are continuing to work on a fix for this issue.

7. identified Nov 18, 2025, 01:48 PM UTC

   We are deploying mitigations to limit the impact of the outage on our services.

8. identified Nov 18, 2025, 02:28 PM UTC

   Services are recovering, but functionality remains inconsistent. Customers may experience intermittent issues or higher-than-normal error rates while we continue remediation efforts. Our team is actively working to stabilize all systems.

9. monitoring Nov 18, 2025, 03:00 PM UTC

   We are closely monitoring the situation to ensure the issue is fully resolved.

10. monitoring Nov 18, 2025, 03:04 PM UTC

    We are still closely monitoring the situation to ensure the issue is fully resolved. Services should be accessible.

11. monitoring Nov 18, 2025, 03:29 PM UTC

    We are still closely monitoring the situation to ensure the issue is fully resolved for all products.

12. resolved Nov 18, 2025, 04:50 PM UTC

    This incident has been resolved. Incident Update – Cloudflare Outage Impact On Tuesday morning (EST), we experienced service disruptions due to the global Cloudflare outage. We use Cloudflare to secure our platform. During the outage period, the service was unstable—sometimes recovering and then going partially down again. Depending on when authentication tokens needed to be renewed, this issue may have impacted the recording of certain cameras in Security Center SaaS. We apologize for any inconvenience caused and appreciate your understanding. For more details, please refer to Cloudflare’s official Root Cause Analysis: https://blog.cloudflare.com/18-november-2025-outage/.

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Started Nov 18, 2025, 09:30 AM UTC· resolved Nov 18, 2025, 09:54 AM UTC

1. investigating Nov 18, 2025, 09:30 AM UTC

   We are currently experiencing a service disruption that may impact the SC SaaS application. Our teams are actively investigating and working to restore full functionality as soon as possible. Further updates will be provided as more information becomes available.

2. resolved Nov 18, 2025, 09:54 AM UTC

   The issue has been mitigated and the service is currently stable. Our teams are closely monitoring the system to ensure continued normal operation.

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Started Nov 17, 2025, 08:28 PM UTC· resolved Nov 17, 2025, 08:50 PM UTC

No vendor updates were posted for this incident.

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Started Nov 17, 2025, 05:48 PM UTC· resolved Nov 18, 2025, 06:55 PM UTC

1. identified Nov 17, 2025, 05:48 PM UTC

   An issue has been identified to affect the association of evidences to closed cases of Clearance in specific Canada and Australia. We have identified the cause and are actively working on a fix to re-establish the broken relationships. We apologize for any inconveniences this may occur.

2. identified Nov 17, 2025, 06:20 PM UTC

   We are continuing to work on the issue. We identified that no production account were affected in AU and are focusing to restore the hierarchies for affected tenants in CA.

3. identified Nov 17, 2025, 06:42 PM UTC

   We re-enabled the retention capabilities in AU and are working to reassign the evidences back to their respective cases in CA. In the meantime, all affected tenants have their retention settings suspended until the fix is properly implemented and verified.

4. identified Nov 17, 2025, 07:12 PM UTC

   We are continuing to work on a fix for this issue.

5. identified Nov 17, 2025, 07:43 PM UTC

   We are continuing to work on a fix for this issue.

6. identified Nov 17, 2025, 08:39 PM UTC

   We are continuing to work on a fix for this issue.

7. identified Nov 17, 2025, 08:50 PM UTC

   We are continuing to work on a fix for this issue.

8. identified Nov 17, 2025, 09:27 PM UTC

   We have completed our script to repair the relationships and are currently running tests. We are continuing to work on this issue.

9. identified Nov 17, 2025, 11:16 PM UTC

   We are continuing to work on a fix for this issue.

10. monitoring Nov 18, 2025, 12:47 AM UTC

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

11. monitoring Nov 18, 2025, 02:50 PM UTC

    We are still monitoring the results of the fix.

12. monitoring Nov 18, 2025, 04:34 PM UTC

    We are continuing to monitor for any further issues.

13. monitoring Nov 18, 2025, 04:51 PM UTC

    We are continuing to monitor for any further issues.

14. resolved Nov 18, 2025, 06:55 PM UTC

    We have completed the fix and confirmed the evidence relationships are being restored properly. All retention capabilities are restored in CA and AU.

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