Genetec incident

System Management portal – Potential issues accessing subscriptions.genetec.com

Minor Resolved View vendor source →

Genetec experienced a minor incident on April 23, 2026 affecting System Management portal (subscriptions.genetec.com), lasting 7h 36m. The incident has been resolved; the full update timeline is below.

Started
Apr 23, 2026, 02:29 PM UTC
Resolved
Apr 23, 2026, 10:05 PM UTC
Duration
7h 36m
Detected by Pingoru
Apr 23, 2026, 02:29 PM UTC

Affected components

System Management portal (subscriptions.genetec.com)

Update timeline

  1. investigating Apr 23, 2026, 02:29 PM UTC

    We’re investigating reports of a potential issue affecting System Management portal Functionality in East US 2. We are working on it. We apologize for any inconvenience this may cause.

  2. identified Apr 23, 2026, 02:35 PM UTC

    An issue affecting the System Management portal functionality in East US 2 will cause certain users to no be able to access the subscription portal. We apologize for any inconvenience this may cause and we are working to resolve the problem.

  3. identified Apr 23, 2026, 03:44 PM UTC

    Our team is still actively working on recovering access to affected users. Note that integrators who lost access to the System Management Portal may also have their system access requests revoked.

  4. identified Apr 23, 2026, 03:49 PM UTC

    We are continuing to work on a fix for this issue, we understand this disrupts your workflow and we appreciate your patience.

  5. identified Apr 23, 2026, 06:37 PM UTC

    We have started recovering access to a subset of users. We are working on recovering it for everyone affected.

  6. monitoring Apr 23, 2026, 07:36 PM UTC

    We have recovered access to the System Management portal for most affected users. Integrators may have to join existing access requests to systems they have lost access to.

  7. resolved Apr 23, 2026, 10:05 PM UTC

    This incident has been resolved. You should now have access to the subscriptions portal. We apologize again for any inconvenience that you faced during this period.