This incident has been resolved and we are observing that both SSO and non-SSO users are able to login.
Posted Oct 29, 2025 - 19:59 EDT
Update
Login issues with SSO users are now resolved. There are few remaining failures with non-SSO users, but we recommend that you try to login multiple times if you face failures or timeouts.
Posted Oct 29, 2025 - 18:53 EDT
Monitoring
We are seeing improvements to logins from SSO and non-SSO users. There are still failures but the rate is decreasing over time. We will provide another update once the situation is resolved.
Posted Oct 29, 2025 - 16:56 EDT
Update
We are continuing to work on a mitigation on the login issue. We also noticed delays and sporadic failures for SSO users if your SSO identity provider is Azure Entra Id.
Posted Oct 29, 2025 - 14:53 EDT
Update
The issue has been identified and we are working with our provider to resolve it. SSO users, and users already logged in, do not appear to be impacted by the issue.
Posted Oct 29, 2025 - 12:55 EDT
Identified
The issue has been identified and we are working with our provider to resolve it. SSO users, and users already logged in, do not appear to be impacted by the issue.
Posted Oct 29, 2025 - 12:26 EDT
Investigating
Engineers are currently investigating an issue surrounding Genetec login with non-SSO accounts. More information will be provided as it becomes available.
Posted Oct 29, 2025 - 12:10 EDT
This incident affected: ClearID (Demo (https://demo.clearid.io), Global US (https://portal.clearid.io), Europe (https://portal.eu.clearid.io/), Canada (https://portal.ca.clearid.io/), Australia (https://portal.au.clearid.io/)), Clearance (US, US Government, Europe, Canada, Australia), Operations Center (Canada Central (https://ca-central.ops.center), US (https://ops.center), Europe West (eu-west.ops.center), Australia East (aus-east.ops.center)), Cloudrunner (US Government (https://portal.autovu.cloud), Australia (https://au.cloudrunner.tech), Canada (https://ca.cloudrunner.tech)), and Security Center SaaS (Web, desktop, and Mobile applications, Device management (enrollment and device configuration), Video, Video Recordings, Access Control, System Management portal).