Genetec Clearance search functionality degradation incident

Incident Report for Genetec Cloud Products

Resolved

This issue has been resolved.
Posted Feb 27, 2025 - 20:57 EST

Update

We have restored the search state for the Canada datacenter and currently working to synchronize US and US Government datacenters.
Posted Feb 27, 2025 - 16:12 EST

Update

We are continuing on re-establishing the state of the system for affected environments.
Posted Feb 27, 2025 - 13:08 EST

Update

We have established working capabilities for the search capabilities and recent operations and are still working on re-establishing the state of the system.
Posted Feb 27, 2025 - 09:29 EST

Update

We have published a fix to improve the synchronization process of the search service. We will be monitoring the progress for the affected environments.
Posted Feb 26, 2025 - 18:30 EST

Update

We are continuing to monitor the progress on the resynchronization process for the affected environments.
Posted Feb 26, 2025 - 16:24 EST

Update

We are continuing to monitor for any further issues.
Posted Feb 26, 2025 - 14:19 EST

Update

We are currently working on resynchronizing the search results with the system state in all affected production environments.
Posted Feb 26, 2025 - 10:53 EST

Update

We are continuing to monitor the stability of the search capabilities.
Posted Feb 26, 2025 - 09:30 EST

Monitoring

A fix has been implemented and we are monitoring the results.
Posted Feb 25, 2025 - 20:42 EST

Update

We are still continuing to work on a fix for the issue. We identified an issue occurring in Canada and applied a mitigation to allow degraded operations on this environment.
Posted Feb 25, 2025 - 17:27 EST

Update

We are continuing to work on a fix for this issue.
Posted Feb 25, 2025 - 15:19 EST

Identified

The issue has been identified and a fix is being implemented.
Posted Feb 25, 2025 - 11:23 EST

Update

We are continuing to investigate this issue.
Posted Feb 25, 2025 - 11:22 EST

Investigating

An issue has been identified to affect the functionality Search functionalities of Clearance in specific environment/region. We are actively monitoring the issue and will provide update within an hour.
Posted Feb 25, 2025 - 11:21 EST
This incident affected: Clearance (US, US Government, Canada).