Genetec incident

Login issue affecting Genetec Cloud Products / Clearance - Global

Critical Resolved

Genetec experienced a critical incident on September 16, 2026, lasting 2h 55m. The incident has been resolved; the full update timeline is below.

Started
Sep 16, 2026, 12:23 PM UTC
Resolved
Sep 16, 2026, 03:19 PM UTC
Duration
2h 55m
Detected by Pingoru
Sep 16, 2026, 12:23 PM UTC

Update timeline

  1. investigating Sep 16, 2026, 12:23 PM UTC

    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.

  2. investigating Sep 16, 2026, 01:03 PM UTC

    We've identified an issue affecting . 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.

  3. identified Sep 16, 2026, 01:57 PM UTC

    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.

  4. monitoring Sep 16, 2026, 02:22 PM UTC

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

  5. resolved Sep 16, 2026, 03:19 PM UTC

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