Genetec Cloud Products Outage History

Genetec Security Center SaaS experienced degraded functionality for enrolling Axis direct-to-cloud cameras in Australia for 1.6 hours. The issue affected users' ability to enroll new Axis cameras into the cloud-based security system. The problem was identified, a fix was implemented and monitored, and the incident was fully resolved.

A 7.6-hour incident affected access to Genetec's System Management portal (subscriptions.genetec.com), preventing certain users from logging in and causing some integrators to lose their system access requests. The issue disrupted user workflows as they were unable to access the subscription management system. Access was gradually restored starting with a subset of users, with full resolution achieved and integrators able to rejoin existing access requests to regain system access.

Genetec Security Center SaaS experienced enrollment issues with Axis direct-to-cloud devices (cameras, ApbG, intercoms) on newly created systems. The functionality degradation lasted 6 minutes before being resolved. The incident was classified as minor and actively investigated during the outage period.

Genetec Cloud Products experienced a service issue affecting SC SaaS Intelligent Search functionality in the East US 2 region for 8 minutes. The incident was classified as minor and impacted users' ability to use the intelligent search features. The issue was investigated and resolved within the same timeframe.

Genetec Cloud's SC SaaS Intelligent Search service experienced a major outage in the West Europe region for 3.8 hours, causing delays in forensic events appearing within the Investigation feature for a small subset of customers. The root cause was identified and the service was fully restored with no data loss reported.

Genetec Cloud Products experienced a 29.7-hour incident affecting live video functionality for Axis Direct-to-Cloud cameras in the Australia region. The issue impacted users' ability to view real-time video feeds from their security cameras. The problem was resolved through corrective measures deployed in collaboration with partners, restoring full live video functionality.

Genetec Security Center SaaS experienced an email delivery issue that prevented notification emails from being sent from the systems. The incident lasted 1.4 hours while Genetec worked with their email provider to investigate and resolve the problem. The issue has been fully resolved.

The AutoVu Cloudrunner service experienced a 5.7-hour outage that prevented notification emails from being sent to users. Alternative notification methods via SMS and mobile app remained functional during the incident. The email functionality was restored after investigation and coordination with the email provider.

ClearID experienced role service failures that affected functionality across Demo, Production US, and Production EU environments for 23 hours. The incident impacted core ClearID operations, preventing users from accessing normal functionality. The issue was identified as role service-related, a fix was implemented and monitored, with full resolution confirmed after 23 hours of downtime.

Genetec Cloud Products experienced a service issue affecting SC SaaS Communications functionality in the East US 2 region for 41 minutes. The incident impacted communication features for users in that geographic area. The issue was investigated and fully resolved without requiring any specific technical interventions to be disclosed.