Genetec incident

ClearID facing issues with plugin version 3.0.1153 - Command processing

Major Ongoing

Genetec is currently experiencing a major incident, which began 9h ago. The vendor's full update timeline is below.

Started
Oct 21, 2026, 05:42 PM UTC
Resolved
Ongoing
Duration
● 9h 6m
Detected by Pingoru
Oct 21, 2026, 05:42 PM UTC

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.