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Frequently asked questions
Learn about common issues in Clearance.
Change to Clearance login
Beginning in April 2024, users who do not use a SSO (Single Sign On) integration will need to reset their passwords the first time they login to Genetec Clearance™.

Introduction to Clearance
Learn about the Clearance collaborative investigation management system.
Getting started
Learn how to log on, log off, and change languages in Clearance.
Release notes
Check out what's new in the latest release of Clearance.
User interface tour
Get familiar with the user interface in Clearance.
Account setup
Configure your settings in Clearance.
Managing cases
Manage cases to record the details of an incident and link digital evidence in Clearance.
Managing devices
Add, remove, and configure devices in Clearance.
Managing i-PRO devices
Add, remove, and configure i-PRO devices in Clearance.
Managing files
Create, share, and associate files in Clearance.
Managing video requests
Learn how to employ video requests in Clearance.
Managing video editor content
Learn how to use the video editor in Clearance.
Reviewing dashboards
Learn how use the dashboard in Clearance.
Public upload requests
Invite anyone to add files to an incident without viewing the case contents in Clearance.
Clearance plugin
Export Security Center video as evidence to an account in the Clearance system.
Clearance Drive
Manage file transfers to and from Clearance.
Clearance Uploader application
Automatically upload media from devices to Clearance, or a Security Center video archive.
Genetec™ Video Player
View exported G64 and G64x video files from Security Desk, or on a computer that does not have Security Center installed, in Clearance.
Clearance Seen
Capture videos, images, and audio recordings from your phone and upload evidence directly to your Clearance account.
Frequently asked questions
Learn about common issues in Clearance.
- How can I create a bookmark to my Clearance account?
  If you encounter an error when you navigate to your bookmarked Clearance account page or have bookmarked the incorrect account, you can fix this by setting up a new bookmark.
- Why is a preview of a PDF not displayed in Clearance?
  If a user is unable to view a PDF file in a case, you need to make sure that they have View and download permissions on the PDF file.
- How can I avoid errors when accessing my Clearance account through my browser history?
  If you encounter an error when you navigate to your Clearance account through your browser history, you can fix this by setting up a bookmark to your Clearance account and using it to access your account moving forward.
- Why does my file fail to upload to Clearance?
- Why does the download link fail to work in Google Chrome?
  If a download link found in Clearance or the Clearance User Guide for a tool such as the Clearance Uploader, Genetec Video Player, or Clearance plugin does not work when you are using Chrome, you must change your site settings to allow insecure content.
- Change to Clearance login
  Beginning in April 2024, users who do not use a SSO (Single Sign On) integration will need to reset their passwords the first time they login to Genetec Clearance™.
Glossary
Technical support
Need tech support or product information? Check out these resources.

Change to Clearance login

2024-02-28

Beginning in April 2024, users who do not use a SSO (Single Sign On) integration will need to reset their passwords the first time they login to Genetec Clearance™.

Cause

Clearance will transition users to the Genetec Login authentication system in April 2024. Genetec Login is used across Genetec web applications and ensures a single identity is used across all Genetec products.

Solution

Following the change, users must reset their passwords the first time they log into Clearance. As part of the transition, Multifactor authentication (MFA) is mandatory for all users that sign into Genetec applications. The second factor is a pin that is sent to the email address associated with the user’s account.

Note: Users from organizations that integrate their corporate identity system with Clearance will not be affected by this change. These users will continue to use the SSO functionality that is administered by their organization.