Genetec experienced a major incident on November 18, 2025 affecting Demo (https://demo.clearid.io) and US and 1 more component, lasting 5h 18m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 18, 2025, 11:50 AM UTC
Our provider Cloudflare is currently experiencing an issue which is affecting the products / components below. We will resolve this incident once we have received confirmation that the issue has been resolved from our upstream provider.
- identified Nov 18, 2025, 11:52 AM UTC
Cloudflare acknowledged the problem. See https://www.cloudflarestatus.com/ for more details. We will resolve this incident once we have received confirmation that the issue has been resolved from our upstream provider.
- identified Nov 18, 2025, 12:18 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Nov 18, 2025, 12:23 PM UTC
Our systems are currently recovering, and we are actively monitoring to ensure everything returns to normal. Thank you for your patience.
- identified Nov 18, 2025, 12:49 PM UTC
Functionality remains inconsistent or unavailable. Customers may experience intermittent issues or higher-than-normal error rates while we continue remediation efforts.
- identified Nov 18, 2025, 01:24 PM UTC
We are continuing to work on a fix for this issue.
- identified Nov 18, 2025, 01:48 PM UTC
We are deploying mitigations to limit the impact of the outage on our services.
- identified Nov 18, 2025, 02:28 PM UTC
Services are recovering, but functionality remains inconsistent. Customers may experience intermittent issues or higher-than-normal error rates while we continue remediation efforts. Our team is actively working to stabilize all systems.
- monitoring Nov 18, 2025, 03:00 PM UTC
We are closely monitoring the situation to ensure the issue is fully resolved.
- monitoring Nov 18, 2025, 03:04 PM UTC
We are still closely monitoring the situation to ensure the issue is fully resolved. Services should be accessible.
- monitoring Nov 18, 2025, 03:29 PM UTC
We are still closely monitoring the situation to ensure the issue is fully resolved for all products.
- resolved Nov 18, 2025, 04:50 PM UTC
This incident has been resolved. Incident Update – Cloudflare Outage Impact On Tuesday morning (EST), we experienced service disruptions due to the global Cloudflare outage. We use Cloudflare to secure our platform. During the outage period, the service was unstable—sometimes recovering and then going partially down again. Depending on when authentication tokens needed to be renewed, this issue may have impacted the recording of certain cameras in Security Center SaaS. We apologize for any inconvenience caused and appreciate your understanding. For more details, please refer to Cloudflare’s official Root Cause Analysis: https://blog.cloudflare.com/18-november-2025-outage/.