Histórico de interrupções do Viedoc

1. 4 Gwengolo 2026 da 16:15 UTCresolved

   Tivemos uma perturbação temporária que levou os clientes a não serem capazes de contactar portais .cn entre 23:00 e 00:00. O problema estava na nossa infra-estrutura e pedimos desculpa pela inconveniência. Os sistemas estão de volta ao normal e não há problemas com confidencialidade ou integridade. Este problema só afectou o acesso aos nossos sistemas.

Traduzido automaticamente da atualização oficial do incidente.

1. 17 Eost 2026 da 09:54 UTCmonitoring

   Estamos experimentando inssues em um componente de plataforma subjacente de Azure na região Central da França, isso está criando alguma perda de tráfego que você pode experimentar como o serviço não estar disponível por curtos períodos de tempo. Estamos a investigar e vamos mantê-lo informado aqui.

2. 17 Eost 2026 da 10:09 UTCmonitoring

   Continuamos monitorando quaisquer outros problemas.

3. 17 Eost 2026 da 11:25 UTCresolved

   O incidente já foi resolvido pela Microsoft e podemos confirmar que a suite Viedoc está totalmente operacional novamente. Pedimos desculpa pelo inconveniente.

4. 17 Eost 2026 da 12:27 UTCpostmortem

   # # Resumo Temos experimentado problemas em um componente de plataforma subjacente de Azure \(Azure App services\) na região Central da França, que criou alguma perda de tráfego que os clientes experimentaram como o serviço não estando disponível. Nosso monitoramento do sistema captou os problemas imediatamente e alertou nossa equipe de plataforma que respondeu em 1 minuto. Poderíamos confirmar em 15 minutos que o problema estava com o provedor da Plataforma. # # As instâncias afetadas Todos os produtos na Europa # # Duração 2026-08-17 09:32 UTC a 2026-08-17 11:20 UTC. # # Causa raiz Um componente de infraestrutura na Microsoft Azure Cloud responsável pelo processamento de solicitações recebidas dentro da plataforma Azure App Service na região Central da França ultrapassou os limiares operacionais, reduzindo a disponibilidade de recursos de serviço que suportam cargas de trabalho do cliente. Como resultado, Viedoc experimentou problemas intermitentes de disponibilidade e solicitações falhadas. # # Impacto Isso afetou a disponibilidade do Viendoc sem afetar a confiança, integridade ou privacidade dos dados. # # Acções Acompanhamento com provedor de plataforma sobre capacidade.

Traduzido automaticamente da atualização oficial do incidente.

1. 29 Gouere 2026 da 13:35 UTCinvestigating

   Estamos neste momento a investigar esta questão, a actualizar em breve.

2. 29 Gouere 2026 da 14:11 UTCinvestigating

   A questão relaciona-se com um centro de dados desactivado na China e continuamos a investigar.

3. 29 Gouere 2026 da 17:06 UTCresolved

   O incidente foi identificado como um problema dentro da Azure Cloud China e temos confirmação agora que o problema foi atenuado. Assim que tivermos uma análise de causa raiz, vamos atualizar com um relatório de incidente. Pedimos desculpa por qualquer inconveniente.

4. 31 Gouere 2026 da 13:23 UTCpostmortem

   # # Resumo Nossa região da China sofreu uma falha devido a uma falha de configuração em nosso provedor de plataforma relacionada a mensagens internas entre nossos componentes do sistema, efetivamente tornando nossa suíte de produtos inutilizável por um período de 4 horas e 40 minutos. Espera-se que o impacto do cliente seja baixo devido a este ser noite na China, com normalmente muito baixo volume de tráfego. Nosso monitoramento do sistema captou os problemas imediatamente e alertou nossa equipe de plataforma que respondeu em 1 minuto e pudemos confirmar dentro de 1 hora que o problema estava com o provedor da Plataforma. Um ticket de suporte tipo A foi registrado com nosso provedor de plataforma que pôde confirmar que eles realmente tinham um problema 2 horas e 32 minutos depois, e foi resolvido 38 minutos depois disso. # # As instâncias afetadas Todos os produtos em China # # Duração 2026-07-29 12:07 UTC a 2026-07-29 16:47 UTC. # # Causa raiz Um erro de configuração por nosso provedor de plataforma na China, 21ViaNet/Microsoft Azure Cloud China. # # Impacto Apenas disponibilidade. Integridade dos dados e confidencialidade dos dados não afetados. # # Acções Acompanhamento com o provedor de plataforma sobre a melhoria de seus procedimentos operacionais, monitoramento e resposta a incidentes.

Traduzido automaticamente da atualização oficial do incidente.

1. 9 Gouere 2026 da 21:40 UTCidentified

   Desde o lançamento 4.95, Viedoc Me submissões foram registradas no banco de dados usando o tempo UTC em vez do fuso horário local do site. Se a data UTC e a data local do site diferirem no momento da submissão, a data do evento na Clínica Viendoc refletirá incorretamente a data UTC em vez da data local. Dependendo das janelas de entrada de dados definidas no desenho do estudo, isso também pode resultar em consultas fora da janela. A trilha de auditoria na UI da Clínica Viedoc, acessada via "Show History", mostra a data e hora corretas de acordo com o fuso horário local. Esta questão afecta tanto as versões actuais como as versões legadas da aplicação Viedoc Me. A questão foi identificada e está a ser preparada uma solução. A correção garantirá que novas submissões sejam armazenadas usando o fuso horário local do site, mas não corrigirá as datas ou consultas fora da janela que já ocorreram. Estes serão abordados numa futura actualização.

2. 14 Gouere 2026 da 14:57 UTCidentified

   Estamos a trabalhar activamente para resolver esta questão o mais rapidamente possível. Um hotfix está atualmente sendo finalizado e testado, e estimamos que será lançado para a produção na primeira metade da próxima semana.

3. 16 Gouere 2026 da 06:53 UTCidentified

   Vamos começar a liberar o hotfix para ambientes de produção durante o dia de hoje. Uma atualização será publicada assim que o lançamento estiver completo em todas as instâncias.

4. 16 Gouere 2026 da 09:42 UTCresolved

   O incidente foi resolvido com a liberação de hotfix 4.95.2 para todas as instâncias de treinamento e produção. Esta versão impede que o problema se repita. No entanto, as datas do evento já registradas no UTC permanecerão inalteradas por enquanto, e quaisquer consultas fora da janela já desencadeadas por este problema também permanecerão até serem corrigidas. As submissões atualmente armazenadas em UTC serão corrigidas posteriormente. O calendário desta correcção ainda não foi confirmado.

Traduzido automaticamente da atualização oficial do incidente.

1. 10 Mezheven 2026 da 18:32 UTCinvestigating

   After the Viedoc 4.95 release, when a revision is applied to a form containing a repeating item group, and a user upgrades the form from the landing page, data previously entered in the repeating item group is cleared. The issue is occurring on the EU and US training and production instances. Investigation is ongoing. Until further information is known, we advise all customers to refrain from applying revisions requiring form upgrades on forms containing repeating item groups.

2. 10 Mezheven 2026 da 23:31 UTCidentified

   The issue has been identified and a fix is being implemented.

3. 16 Mezheven 2026 da 14:45 UTCidentified

   Hotfix 4.95.1 has been released on the US training and production instances. The incident is resolved on those instances. The hotfix will be deployed to EU training and production instances tomorrow.

4. 17 Mezheven 2026 da 10:40 UTCresolved

   Hotfix 4.95.1 has been released on the EU training and production instances. The incident is now resolved on all instances.

1. 3 Mezheven 2026 da 12:12 UTCmonitoring

   Temporary operational disturbance observed in the Viedoc suite on the Chinese instance (clinic.viedoc.cn).

2. 3 Mezheven 2026 da 13:23 UTCresolved

   This incident has been resolved.

1. 28 Mae 2026 da 07:35 UTCinvestigating

   Operational disturbance observed in Viedoc suite on the Chinese instance (clinic.viedoc.cn). Investigations are ongoing since 05:20 CMT

2. 28 Mae 2026 da 07:38 UTCresolved

   The incident has been resolved since 06:40 CMT

1. 18 Mae 2026 da 10:24 UTCinvestigating

   Operational disturbance observed in Training on the Chinese instance (clinic.viedoc.cn). Investigations are ongoing.

2. 18 Mae 2026 da 10:26 UTCinvestigating

   We are continuing to investigate this issue.

3. 18 Mae 2026 da 10:32 UTCresolved

   This incident has been resolved.

1. 6 Mae 2026 da 09:48 UTCidentified

   After the Viedoc 4.94 release, the following issues affect the EU and US training and production instances: - Users cannot approve randomization configurations in Viedoc Admin when kit allocation is not used. Randomization and kit allocation in Viedoc Clinic are not affected. - WHO Drug dictionary terms are not loading as expected in the legacy medical coding tool. The new medical coding tool is not affected. We are working on a fix for these issues.

2. 7 Mae 2026 da 06:34 UTCidentified

   After the Viedoc 4.94 release, the following issues affect the EU and US training and production instances: - Users cannot approve randomization configurations in Viedoc Admin when kit allocation is not used. Randomization and kit allocation in Viedoc Clinic are not affected. - WHO Drug dictionary terms are not loading as expected in the legacy medical coding tool. The new medical coding tool is not affected. - Intermittent failures in Designer, where users are unexpectedly logged out, are affecting certain users. We are working on a fix for these issues, and the Designer issue is currently under investigation.

3. 8 Mae 2026 da 08:22 UTCidentified

   A hotfix is currently being prepared and will be deployed to both our EU and US instances. Based on preliminary timelines, we expect this release to go out on Monday, May 11.

4. 11 Mae 2026 da 09:54 UTCresolved

   This incident was resolved this morning with the release of hotfix version 4.94.1 on both the EU and US instances.

1. 27 Ebrel 2026 da 13:04 UTCinvestigating

   Operational disturbance observed in Viedoc 4 on the European instance (v4.viedoc.net). Investigations are ongoing.

2. 27 Ebrel 2026 da 17:40 UTCinvestigating

   Microsoft Azure experienced a power event at their France Central datacenter, caused by a loss of utility power from an external provider. Power has since been restored via backup generators and recovery is underway. As of now, there are no active disruptions to Viedoc services, and we continue to monitor the situation closely.

3. 27 Ebrel 2026 da 17:42 UTCmonitoring

   Microsoft Azure experienced a power event at their France Central datacenter, caused by a loss of utility power from an external provider. Power has since been restored via backup generators and recovery is underway. As of now, there are no active disruptions to Viedoc services, and we continue to monitor the situation closely.

4. 27 Ebrel 2026 da 19:00 UTCresolved

   This incident has been resolved.

1. 9 Kerzu 2025 da 09:37 UTCinvestigating

   We have received reports of intermittent delivery failures affecting text messages sent to numbers with country codes +31 (Netherlands), +32 (Belgium), +33 (France), and +44 (United Kingdom). An investigation is currently underway together with the subproccessor. The default SMS sender is changed from a phone number to "Viedoc" to reduce the risk of texts being treated as spam.

2. 9 Kerzu 2025 da 12:20 UTCresolved

   Since 10.30 CET today text messages are delivered as expected to numbers with country codes previously listed.

1. 5 Kerzu 2025 da 12:25 UTCidentified

   The User Administration Log (Excel) and Log of Users and Roles (PDF) cannot currently be generated for studies containing more than 100 users. This issue was introduced in the 4.90 release and affects all instances where version 4.90 has been deployed. The root cause has been identified, and a corrective fix is currently in preparation.

2. 9 Kerzu 2025 da 08:30 UTCidentified

   A fix has been developed and is currently undergoing testing. The fix is planned to be deployed as a hotfix.

3. 16 Kerzu 2025 da 15:18 UTCresolved

   This issue has been resolved with the release of Viedoc 4.90.1, which was deployed to all production instances on 2025-12-16. The User Administration Log (Excel) and Log of Users and Roles (PDF) can now be generated as expected, including for studies containing more than 100 users.

1. 1 Kerzu 2025 da 13:10 UTCidentified

   Since around 12.30 CET, 1st of December, Viedoc is not sending any emails from the EU and US training and production instances due to a service disruption. The issue has been identified and we are working with our subprocessor to resolve the issue. All emails triggered during the affected period have been queued and will be delivered. The incident is caused by a malfunction at one of our subprocessors.

2. 1 Kerzu 2025 da 13:46 UTCmonitoring

   The email queue is currently being processed, and messages are being delivered, although with a temporary delay.

3. 2 Kerzu 2025 da 08:21 UTCresolved

   The queue had been fully processed at around 9.20 PM CET on 2025-12-01. Since that time emails have been delivered without delay.

1. 25 Du 2025 da 13:31 UTCmonitoring

   Between 13:22 CET and 14:12 CET on 25 November 2025, Viedoc did not send any emails from the EU training and production instance due to a service disruption. The issue was identified and fully resolved at 14:12 CET, after which email processing resumed as normal. All emails triggered during the affected period have been queued and will be delivered. The incident was caused by a malfunction at one of our subprocessors.

2. 25 Du 2025 da 14:16 UTCmonitoring

   The email queue is currently being processed, and messages are being delivered, although with a temporary delay.

3. 26 Du 2025 da 09:08 UTCresolved

   The queue had been fully processed at around 5.30 PM CET on 2025-11-25.

1. 25 Du 2025 da 03:19 UTCresolved

   Operational disturbance observed on the Chinese instance (clinic.viedoc.cn). Resolved

1. 11 Du 2025 da 11:55 UTCresolved

   The planned release of version 4.89 to the CN training and production instances has been cancelled due to unforeseen technical issues specific to the Chinese server environment. As the 4.90 release is already scheduled for December, we will proceed directly from version 4.88 to 4.90 for the CN training and production instances. The impact to end users is minimal, as version 4.89 contains only non-critical bug fixes. No other instances or regions are affected by this change. We appreciate your understanding and apologize for any inconvenience this may cause.

1. 3 Du 2025 da 13:27 UTCresolved

   From approximately 23.44 UTC to 23.54 UTC, users faced issues logging in to the European production instance. Investigations to find the root cause are ongoing. No other instances were affected.

2. 10 Du 2025 da 10:45 UTCpostmortem

   Description From approximately 23.44 UTC to 23.54 UTC on 2025-11-02, users were unable to log in to the European production instance. It is possible that users faced sporadic issues logging in also between approximately 23.00 UTC and 23.44 UTC. No other instances were affected. ‌ Cause The cause of the issue was an unexpected error in the identity provider \(idp\), leading to an accumulating memory consumption during the evening \(UTC\) of 2025-11-02. From approximately 23.00 UTC users would face sporadic failures when trying to log in. From approximately 23.44 UTC users could not log in. At 23.54 UTC on 2025-11-02 the idp was restarted, and users could log in as expected again. ‌ Corrective Action Alerts were triggered when the idp did not respond and the idp was restarted again at 2354 UTC on 2025-11-02. After the restart users could log in as expected again. ‌ Preventive Action Preliminary investigation identified a few improvements that could be made to make the idp more resilient. Implementation of these improvements have been initiated while the investigation of the issue continues.

1. 2 Gwengolo 2025 da 13:56 UTCinvestigating

   Emails triggered from EDC actions in Viedoc has been failing sporadically on the EU production instance since approximately 9AM CEST 2025-09-02. No other instances are affected. Investigations are ongoing.

2. 3 Gwengolo 2025 da 08:49 UTCidentified

   The issue has been identified and a fix is being implemented.

3. 3 Gwengolo 2025 da 11:25 UTCmonitoring

   A fix has been implemented and emails are now being sent as expected. We will continue to monitor the situation.

4. 3 Gwengolo 2025 da 14:27 UTCresolved

   Since approximately noon CEST, emails triggered from the EDC has been delivered as expected.

5. 9 Gwengolo 2025 da 20:22 UTCpostmortem

   **Description** Between 9AM CEST on 2025-09-02 and noon CEST 2025-09-03 there were sporadic failures in email alerts expected to be triggered from Viedoc on the EU production instance. No other instances were affected. Customers were initially informed through the status page at 15.56 CEST on 2025-09-03. ‌ **Cause** On Tuesday at 9AM CEST on 2025-09-02, there was a very high load on the system. The high load on the system caused worker function apps, used to handle various processes  in the EDC, to scale out to the maximum use of 20 instances in parallel. This caused failures, and in combination with in-built retry policy of failing actions, there was an overload on the system. While form save and form view continued to work as expected throughout the duration of the issue, there were sporadic errors in specific system actions in the post-processing step. * EDC email alerts, configured in the CRF design, were sporadically not sent during this time window. It did not affect all emails. * Terms defined to be coded in the medical coding tool sporadically failed to sync to Viedoc Coder. It did not affect all terms. ‌ **Corrective action** Once the root cause of the exceptions was identified, the worker function app was gradually scaled down to run on 4 instances to avoid having too many actions ongoing at the same time. This work begun around 11AM CET on 2025-09-03 and an immediate improvement could be seen. Around noon 2025-09-03 the situation was completely resolved, and all emails could be sent as expected again. ‌ Email alerts not sent during this issue could not be re-sent and will also not show up in the communication log. ‌ All terms that had not synced properly with Viedoc Coder during the issue, were synced with Viedoc Coder on the afternoon of 2025-09-03 and 2025-09-04. ‌ **Preventive action** Scaling down the worker function app to run on 4 instances is not considered to bring any noticeable impact on performance, but will ensure the same overload issue will not occur again. An evaluation will be performed if it is necessary to scale up the worker function app again and if so, how this could be done without causing any similar issues.

1. 25 Eost 2025 da 11:29 UTCinvestigating

   When exporting custom reports in xptv8 format through Viedoc Reports, and using an %xpt2loc macro to import the data to SAS, the macro can fail when using long labels for columns. Investigation is ongoing.

2. 28 Eost 2025 da 13:11 UTCresolved

   The issue has been resolved with a hotfix on Viedoc Reports. When exporting custom reports in xptv8 format from Viedoc Reports, using an %xpt2loc macro to import the data to SAS will now work as expected also when using long labels for columns.

1. 19 Eost 2025 da 17:38 UTCinvestigating

   Intermittent network disturbance observed on the Chinese instance (clinic.viedoc.cn). There are problems to reach the instance from time to time. Investigations are ongoing.

2. 19 Eost 2025 da 18:07 UTCmonitoring

   Access to Chinese instance is stable again. Continue monitoring status.

3. 19 Eost 2025 da 18:32 UTCresolved

   This incident has been resolved.