Genetec incident

Potential issue affecting Genetec Cloud Products / Clearance → Clearance - US Government

Minor Resolved

Genetec experienced a minor incident on September 19, 2026, lasting 3h 8m. The incident has been resolved; the full update timeline is below.

Started
Sep 19, 2026, 03:19 AM UTC
Resolved
Sep 19, 2026, 06:27 AM UTC
Duration
3h 8m
Detected by Pingoru
Sep 19, 2026, 03:19 AM UTC

Update timeline

  1. investigating Sep 19, 2026, 03:19 AM 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) . We are working on it. We apologize for any inconvenience this may cause.

  2. investigating Sep 19, 2026, 03:32 AM UTC

    We are currently experiencing a service degradation in the **US Gov** region that is impacting evidence conversion in **Clearance**. As a result, evidence processing and conversion times may be slower than usual. Our team is actively investigating the issue and working to restore normal performance.

  3. monitoring Sep 19, 2026, 04:18 AM UTC

    The service degradation affecting evidence conversion in **Clearance** within the **US Gov** region has been resolved, and normal service has been restored. Evidence conversion is now operating at expected performance levels. While the issue has been mitigated and service recovery confirmed, we will continue to closely monitor the environment to ensure ongoing stability.

  4. resolved Sep 19, 2026, 06:27 AM UTC

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