Outage in Genetec Cloud Products

Potential issue affecting Clearance → Clearance - US East US

Resolved Minor

July 29, 2026 - Started 12 days ago - Lasted about 6 hours

Incident Report

Summary AI Generated

Genetec Clearance experienced a degradation of its video file conversion service affecting the US region, causing delays in video files becoming available for playback. The issue was identified and required a multi-hour remediation procedure, including running a script to restore conversion capabilities. The team monitored the recovery progress over the approximately 5.6-hour incident duration.

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.

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Latest Updates ( sorted recent to last )

MONITORING 12 days ago - at 07/29/2026 11:04PM

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.

IDENTIFIED 12 days ago - at 07/29/2026 08:52PM

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.

INVESTIGATING 12 days ago - at 07/29/2026 07:58PM

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.

INVESTIGATING 12 days ago - at 07/29/2026 07:16PM

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.

INVESTIGATING 12 days ago - at 07/29/2026 06:53PM

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