Genetec incident

ClearID – Role Service Failures

Major Resolved View vendor source →

Genetec experienced a major incident on April 14, 2026 affecting Demo (https://demo.clearid.io) and Global US (https://portal.clearid.io) and 1 more component, lasting 22h 54m. The incident has been resolved; the full update timeline is below.

Started
Apr 14, 2026, 03:15 PM UTC
Resolved
Apr 15, 2026, 02:09 PM UTC
Duration
22h 54m
Detected by Pingoru
Apr 14, 2026, 03:15 PM UTC

Affected components

Demo (https://demo.clearid.io)Global US (https://portal.clearid.io)Europe (https://portal.eu.clearid.io/)Canada (https://portal.ca.clearid.io/)Australia (https://portal.au.clearid.io/)

Update timeline

  1. investigating Apr 14, 2026, 04:23 PM UTC

    We’re investigating reports of a potential issue affecting ClearID Functionality. We are working on it. We apologize for any inconvenience this may cause.

  2. identified Apr 14, 2026, 04:24 PM UTC

    The issue has been identified and a fix is being implemented. The propagation of resulting issues was stopped.

  3. identified Apr 14, 2026, 08:30 PM UTC

    It was identified that the issue only affected Prod US & Prod EU. Rectifications are still in progress.

  4. identified Apr 14, 2026, 11:03 PM UTC

    We are continuing to work on a fix for this issue.

  5. monitoring Apr 15, 2026, 03:08 AM UTC

    A fix has been implemented and we are monitoring the results.

  6. resolved Apr 15, 2026, 02:09 PM UTC

    This incident has been resolved.