Genetec had 107 outages in the last 2 years totaling 72h 0m of downtime — averaging 4.4 incidents per month.
There were 107 Genetec outages since November 17, 2025 totaling 72h 0m of downtime. Each is summarised below — incident details, duration, and resolution information.
We’re investigating reports of a potential issue affecting East US 2. We are working on it. We apologize for any inconvenience this may cause.
We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.
We’re investigating reports of a potential issue affecting [Genetec Cloud Products / Security Center SaaS → Web, desktop, and Mobile applications](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z899R1QS9477PJ1FV9) West Europe. We are working on it. We apologize for any inconvenience this may cause.
We have applied a mitigation and are currently monitoring the results.
A fix has been deployed. The service functionality has been restored. We are monitoring the situation.
We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.
We’re investigating reports of a potential issue affecting [Genetec Cloud Products / Security Center SaaS → Communications](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z83T5T696SK1DYBSZX) Global. We are working on it. We apologize for any inconvenience this may cause.
We have identified the issue, we are working on it.
We have applied a mitigation and are currently monitoring the results.
We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.
We’re investigating reports of a potential issue affecting [Genetec Cloud Products / Security Center SaaS → Web, desktop, and Mobile applications](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z899R1QS9477PJ1FV9) East US 2. We are working on it. We apologize for any inconvenience this may cause.
We have applied a mitigation and are currently monitoring the results.
We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.
We’re investigating reports of a potential issue affecting [Genetec Cloud Products / Security Center SaaS → Investigation](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z81ENYDY64GZC6T462) West Europe. We are working on it. We apologize for any inconvenience this may cause.
We are currently investigating an issue affecting the Natural Language Search functionality within the Investigation solution in Europe. Customers may experience degraded performance, including slower response times, incomplete search results, or intermittent failures when submitting natural language queries. We apologize for any inconvenience and appreciate your patience while we work to resolve this issue.
Our monitoring indicates that Natural Language Search functionality has stabilized and requests are being processed successfully. We are continuing to monitor the service to ensure stability before fully resolving the incident. Thank you for your patience.
The incident has been resolved. We will continue to monitor the service as part of our standard operating procedures. Thank you for your patience while we worked to restore full functionality.
We’re investigating reports of a potential issue affecting [Genetec Cloud Products / Security Center SaaS → Investigation](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z81ENYDY64GZC6T462) East US 2. We are working on it. We apologize for any inconvenience this may cause.
We are currently investigating an issue affecting the Natural Language Search functionality within the Investigation solution for customers hosted in the **East US 2** region. Customers may experience degraded performance, including slower response times, incomplete search results, or intermittent failures when submitting natural language queries. We apologize for any inconvenience and appreciate your patience while we work to resolve this issue.
We have applied a mitigation and are currently monitoring the results.
The issue affecting Natural Language Search in the Investigation solution for customers hosted in the **East US 2** region appears to be related to an outage experienced by an external service provider. The provider has since recovered, and service performance has improved. We continue to closely monitor the environment to ensure stability. This issue remains limited to the **East US 2** region, and we will provide further updates as needed.
We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.
We’re investigating reports of a potential issue affecting [Genetec Cloud Products / Security Center SaaS → Video Streaming](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KPRBN1M85B4C8WG42E9RZKKD), [Genetec Cloud Products / Security Center SaaS → Video Recordings](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KPRBN1M8RNZYBK83Q8QHF8D4) East US 2. We are working on it. We apologize for any inconvenience this may cause.
We have identified the issue, we are working on it.
We have applied a mitigation and are currently monitoring the results.
We have applied a mitigation and are currently monitoring the results.
We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.
Video playback of near-live cloud recording cameras for systems hosted in East US datacenters is currently unavailable. The team is investigating. We will post an update within the next hour.
The issue has been identified and we are currently deploying a mitigation to make playback available as soon as possible.
Near-live playback is progressively being restored. We are monitoring the situation.
The issue is now resolved.
We've identified an issue in the System Management Portal which prevents integrators from requesting access to End User systems. The cause of this outage has been identified and we are currently deploying a fix.
We've deployed a fix and are currently monitoring the recovery.
The issue has been resolved.
We’re investigating reports of a potential issue affecting [Genetec Cloud Products / Security Center SaaS → Communications](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z83T5T696SK1DYBSZX) Global. We are working on it. We apologize for any inconvenience this may cause.
We are currently investigating an issue affecting intercom call functionality in Security Center Operation Desktop. Users may experience difficulties placing or receiving calls through intercom devices. Operation Web and Operation Mobile are not impacted and continue to operate normally.
We have identified the root cause of the issue affecting intercom calls in Operation Desktop. A corrective fix is currently being deployed, and we expect normal service to be restored shortly. We will continue to monitor the environment and provide updates as needed.
The issue affecting intercom calls in Operation Desktop has been resolved. All services are now functioning normally, and users should no longer experience any disruption. We apologize for any inconvenience caused and appreciate your patience throughout this incident.
We’re investigating reports of a potential issue affecting [Genetec Cloud Products / Security Center SaaS → Communications](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z83T5T696SK1DYBSZX) East US 2. We are working on it. We apologize for any inconvenience this may cause.
We are aware of an issue causing intermittent disruptions to call functionality. Users may experience occasional difficulties when placing or receiving calls.
We are aware of an issue causing intermittent disruptions to call functionality in the EastUS2 region. Users may experience occasional difficulties when placing or receiving calls.
The issue has been identified, and a corrective fix is currently being deployed. We are continuing to monitor the situation closely.
The issues have been resolved, and calling services have returned to normal operation. We sincerely apologize for any inconvenience caused and appreciate your patience while the team worked to restore service.
We’re investigating reports of a potential issue affecting [Genetec Cloud Products / Security Center SaaS → Communications](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z83T5T696SK1DYBSZX) Global. We are working on it. We apologize for any inconvenience this may cause.
We have identified the issue, we are working on it.
We are currently investigating an issue affecting the enrollment of new audio devices. Newly added devices may fail to register after enrollment. Existing devices remain fully operational and are not impacted.
We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.
Resolution of authorization issues in West Europe
The mitigation is working, and we will continue monitoring the system closely
Authorizations issues affecting some services
Some integrators may experience issues when attempting to activate systems for their end users through the System Management Portal ([subscriptions.genetec.com](https://subscriptions.genetec.com)).
We’re investigating reports of a potential issue affecting Australia East. We are working on it. We apologize for any inconvenience this may cause.
The issue is related to the inability to play back video from Cloudlink cameras that are recording locally. No video recordings have been lost.
The problem is present on some cloudlinks only. We are still investigating.
We have applied a mitigation and are currently monitoring the results.
We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.
We’re investigating reports of a potential issue affecting [Genetec Cloud Products / Security Center SaaS → Video Streaming](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KPRBN1M85B4C8WG42E9RZKKD) Canada Central. We are working on it. We apologize for any inconvenience this may cause.
We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.
We are currently investigating an incident that is impacting ClearID. We are working to resolve the issue as quickly as possible. We apologize for any inconvenience this may cause. At this time, we do not have any further details on the cause of the incident or an estimated time for resolution. We will provide updates as they become available and appreciate your patience while we work to resolve the issue.
We have identified the cause of the incident and are implementing a solution. We apologize for any inconvenience and will keep you informed as we have more information. Thank you for your understanding as we work to fix the problem.
We have applied the solution and are closely monitoring the situation to ensure the issue is fully resolved.
We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.
We’re investigating reports of a potential issue affecting [Genetec Cloud Products / Security Center SaaS → Investigation](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z81ENYDY64GZC6T462) . We are working on it. We apologize for any inconvenience this may cause.
We have applied a mitigation and are currently monitoring the results.
We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.
We are investigating an issue affecting a few systems where entities are offline and no events or bookmarks are being propagated.
We have identified the issue and are preparing a fix.
The fix is currently being deployed to the affected systems.
The impacted systems have now been fixed. We are continuing to monitor the situation.
All systems are now functional
We’re investigating reports of a potential issue affecting [Security Center SaaS → Access Control](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KS8WH9Z8RFZWBN09VMWD4KAC) East US 2, Canada Central, Australia East, Korea Central, Canada East. We are working on it. We apologize for any inconvenience this may cause.
We have applied a mitigation and are currently monitoring the results.
We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.
We've identified an issue affecting US Gov. If your region is affected, you will not have access to the automatic face detection for a period of time. We are actively working with our Cloud Support provider and are monitoring the issue. We will provide an update as soon as possible.
We are still actively working with our Cloud Support provider and are monitoring the issue. We will provide an update as soon as possible.
A mitigation has been applied, and face detection in the Video Editor is now working as expected. We are continuing to monitor the situation to ensure full stability.
The issue affecting face detection in US Gov has been resolved. The feature is now fully operational.
We’re investigating reports of a potential issue affecting [Security Center SaaS → Video Streaming](https://app.incident.io/genetec365/catalog/01JEC4YDK4CDJR2M7EBNAE3YJ4/01KPRBN1M85B4C8WG42E9RZKKD) Australia East. We are working on it. We apologize for any inconvenience this may cause.
We are investigating problems with enrollment of cloudlink cameras in Australia region. Some enrollment are succeeding.
The problems is now fixed. We continue to monitor the situation.
We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time.
There is an ongoing issue causing delays in email notifications for Cloudrunner users. Our email provider is experiencing technical issues. We are actively investigating the issue and will provide an update within an hour. Rest assured that hotlist hits are still functional and you can still rely on alternative notifications such as Monitoring, SMS, and push notifications from the Cloudrunner mobile app for real-time alerts.
The issue with our email provider was resolved. All pending emails were delivered successfully.