Genetec incident

Genetec Clearance - Evidences are unassigned from their closed cases

Minor Resolved View vendor source →

Genetec experienced a minor incident on November 17, 2025 affecting Canada and Australia, lasting 1d 1h. The incident has been resolved; the full update timeline is below.

Started
Nov 17, 2025, 05:48 PM UTC
Resolved
Nov 18, 2025, 06:55 PM UTC
Duration
1d 1h
Detected by Pingoru
Nov 17, 2025, 05:48 PM UTC

Affected components

CanadaAustralia

Update timeline

  1. identified Nov 17, 2025, 05:48 PM UTC

    An issue has been identified to affect the association of evidences to closed cases of Clearance in specific Canada and Australia. We have identified the cause and are actively working on a fix to re-establish the broken relationships. We apologize for any inconveniences this may occur.

  2. identified Nov 17, 2025, 06:20 PM UTC

    We are continuing to work on the issue. We identified that no production account were affected in AU and are focusing to restore the hierarchies for affected tenants in CA.

  3. identified Nov 17, 2025, 06:42 PM UTC

    We re-enabled the retention capabilities in AU and are working to reassign the evidences back to their respective cases in CA. In the meantime, all affected tenants have their retention settings suspended until the fix is properly implemented and verified.

  4. identified Nov 17, 2025, 07:12 PM UTC

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

  5. identified Nov 17, 2025, 07:43 PM UTC

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

  6. identified Nov 17, 2025, 08:39 PM UTC

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

  7. identified Nov 17, 2025, 08:50 PM UTC

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

  8. identified Nov 17, 2025, 09:27 PM UTC

    We have completed our script to repair the relationships and are currently running tests. We are continuing to work on this issue.

  9. identified Nov 17, 2025, 11:16 PM UTC

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

  10. monitoring Nov 18, 2025, 12:47 AM UTC

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

  11. monitoring Nov 18, 2025, 02:50 PM UTC

    We are still monitoring the results of the fix.

  12. monitoring Nov 18, 2025, 04:34 PM UTC

    We are continuing to monitor for any further issues.

  13. monitoring Nov 18, 2025, 04:51 PM UTC

    We are continuing to monitor for any further issues.

  14. resolved Nov 18, 2025, 06:55 PM UTC

    We have completed the fix and confirmed the evidence relationships are being restored properly. All retention capabilities are restored in CA and AU.