Major incident

Genetec Cloud Products: ClearID facing issues with plugin version 3.0.1153 - Command processing

Current status of Genetec Cloud Products: Operational — live Genetec Cloud Products status

Timeline

1. Oct 21, 2026, 17:42 UTC
   identified
   We are currently investigating a degradation of ClearID command processing with the ClearID plugin. Users may observe health monitoring state with the plugin mentioning "Command processing is not responding", which halts the synchronization with ClearID events. We will post an update within the next hour.
2. Oct 21, 2026, 18:55 UTC
   monitoring
   ClearID plugin version 3.0.1183 has been released to solve the issue. The new version is available on the Genetec Update Service (GUS) or from the Genetec Portal.
3. Oct 21, 2026, 20:04 UTC
   resolved
   ClearID plugin version 3.0.1183 resolves the issues and must be installed to replace version 3.0.1153.
4. Oct 22, 2026, 02:40 UTC
   identified
   ClearID plugin version 3.0.1183 may experience issues with command processing. Our engineers are working on a fix to solve this issue. As a temporary mitigation if a plugin falls in an invalid state, it is recommended to reboot the ClearID plugin.
5. Oct 22, 2026, 19:44 UTC
   monitoring
   ClearID plugin version 3.0.1205 has been released to solve the issue. The new version is available on the Genetec Update Service (GUS) or from the Genetec Portal. We are continuing to monitor the situation.
6. Oct 26, 2026, 15:05 UTC
   resolved
   We are pleased to inform you that the issue has been resolved. Thank you for your patience during this time. Please do not hesitate to contact us if you have any concerns or questions.

Updates as published by Genetec Cloud Products.