Genetec incident

Potential issue affecting Clearance → Clearance - US East US

Minor Resolved

Genetec experienced a minor incident on July 29, 2026, lasting 5h 34m. The incident has been resolved; the full update timeline is below.

Started
Jul 29, 2026, 06:53 PM UTC
Resolved
Jul 30, 2026, 12:28 AM UTC
Duration
5h 34m
Detected by Pingoru
Jul 29, 2026, 06:53 PM UTC

Update timeline

  1. investigating Jul 29, 2026, 06:53 PM UTC

    We’re investigating reports of a potential issue affecting [Clearance → Clearance - Australia](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWGWAXX69DZWVCBC7R), [Clearance → Clearance - Canada](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNW7DAJX9ES4KWMWT2B), [Clearance → Clearance - Europe](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWHNV1DWPTQSYFPMYW), [Clearance → Clearance - US](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWKG9P4F3WSJ098M03), [Clearance → Clearance - US Government](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWNAJV6F312PBQE2X4), [Clearance → Clearance - United Kingdom](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWA6EBG05QE6KA0JG8) East US. We are working on it. We apologize for any inconvenience this may cause.

  2. resolved Jul 29, 2026, 06:54 PM UTC

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

  3. investigating Jul 29, 2026, 07:16 PM UTC

    We’re investigating reports of a potential issue affecting [Clearance → Clearance - US](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KWHYSSNWKG9P4F3WSJ098M03) East US. We are working on it. We apologize for any inconvenience this may cause.

  4. investigating Jul 29, 2026, 07:58 PM UTC

    We are currently investigating a degradation of conversion of video files, affecting users of US region. Users may observe latencies before their video files are available for playback. We are still looking into the issue and will post an update within the next hour.

  5. identified Jul 29, 2026, 08:52 PM UTC

    We are currently working to re-establish operations for conversions services. The procedure may take couple of hours to complete. We will keep posting updated on the progress.

  6. monitoring Jul 29, 2026, 11:04 PM UTC

    We are working to run a script and re-establish proper function of our conversion capabilities. We are monitoring the progress and will post an update within the next hour.

  7. resolved Jul 30, 2026, 12:28 AM UTC

    We completed our recovery process and brought services for conversions back online. We can expect some latency until we clear the cumulated conversion requests since the beginning of the incident. We are keeping a close eye on the progression and would expect return to normal in the upcoming hours. Sorry for any inconvenience this incident has caused.