Störungsverlauf von Viedoc

1. 4. September 2026 um 16:15 UTCresolved

   Wir hatten eine vorübergehende Störung, die dazu führte, dass Kunden zwischen ca. 23:00 und 00:00 Uhr keine .cn-Portale erreichen konnten. Das Problem lag in unserer Infrastruktur und wir entschuldigen uns für die Unannehmlichkeiten. Die Systeme sind wieder normal und es gibt keine Probleme mit Vertraulichkeit oder Integrität. Dieses Problem betraf nur den Zugriff auf unsere Systeme.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 17. August 2026 um 09:54 UTCmonitoring

   Wir erleben Probleme mit einer zugrunde liegenden Plattformkomponente von Azure in der Region France Central, was zu einem gewissen Verlust an Traffic führt, den Sie erleben können, da der Dienst für kurze Zeit nicht verfügbar ist. Wir untersuchen und werden Sie hier auf dem Laufenden halten.

2. 17. August 2026 um 10:09 UTCmonitoring

   Wir werden weiterhin auf weitere Probleme achten.

3. 17. August 2026 um 11:25 UTCresolved

   Der Vorfall wurde nun von Microsoft behoben und wir können bestätigen, dass die Viedoc Suite wieder voll funktionsfähig ist. Wir entschuldigen uns für die Unannehmlichkeiten.

4. 17. August 2026 um 12:27 UTCpostmortem

   ## Zusammenfassung Wir haben Probleme mit einer zugrunde liegenden Plattformkomponente von Azure \(Azure App services\) in der Region France Central festgestellt, was zu einem gewissen Verlust an Traffic führte, den Kunden als nicht verfügbar empfanden. Unsere Systemüberwachung hat die Probleme sofort erkannt und unser Plattformteam alarmiert, das innerhalb von 1 Minute geantwortet hat. Wir konnten innerhalb von 15 Minuten bestätigen, dass das Problem beim Plattformanbieter lag. ## Betroffene Fälle Alle Produkte in Europa Instanz Dauer 2026-08-17 09:32 UTC bis 2026-08-17 11:20 UTC. ## Wurzelursache Eine Infrastrukturkomponente in Microsoft Azure Cloud, die für die Verarbeitung eingehender Anfragen innerhalb der Azure App Service-Plattform in der Region France Central verantwortlich ist, hat die Betriebsschwellen überschritten und die Verfügbarkeit von Serviceressourcen, die die Workloads der Kunden unterstützen, reduziert. Infolgedessen kam es bei Viedoc zu intermittierenden Verfügbarkeitsproblemen und fehlgeschlagenen Anfragen. ## Auswirkungen Dies beeinträchtigte die Verfügbarkeit von Viedoc, ohne die Datensicherheit, Integrität oder Privatsphäre zu beeinträchtigen. ## Maßnahmen Follow-up mit dem Plattformanbieter über die Kapazität.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 29. Juli 2026 um 13:35 UTCinvestigating

   Wir untersuchen derzeit dieses Problem, Update kommt bald.

2. 29. Juli 2026 um 14:11 UTCinvestigating

   Das Problem korreliert mit der Stilllegung eines Rechenzentrums in China und wir untersuchen weiter.

3. 29. Juli 2026 um 17:06 UTCresolved

   Der Vorfall wurde als Problem in Azure Cloud China identifiziert und wir haben jetzt die Bestätigung, dass das Problem behoben wurde. Sobald wir eine Ursachenanalyse haben, werden wir mit einem Vorfallsbericht aktualisiert. Wir entschuldigen uns für jegliche Unannehmlichkeiten.

4. 31. Juli 2026 um 13:23 UTCpostmortem

   ## Zusammenfassung Unsere Region China erlitt einen Ausfall aufgrund eines Konfigurationsfehlers in unserem Plattformanbieter im Zusammenhang mit internen Nachrichten zwischen unseren Systemkomponenten, wodurch unsere Produktsuite für einen Zeitraum von 4 Stunden und 40 Minuten unbrauchbar wurde. Es wird erwartet, dass die Auswirkungen auf die Kunden gering sind, da dies in China Nachtzeit mit normalerweise sehr geringem Verkehrsaufkommen ist. Unsere Systemüberwachung hat die Probleme sofort erkannt und unser Plattformteam alarmiert, das innerhalb von 1 Minute geantwortet hat, und wir konnten innerhalb von 1 Stunde bestätigen, dass das Problem beim Plattformanbieter bestand. Ein Typ-A-Support-Ticket wurde bei unserem Plattformanbieter angemeldet, der bestätigen konnte, dass er tatsächlich 2 Stunden und 32 Minuten später ein Problem hatte, und es wurde 38 Minuten später behoben. ## Betroffene Fälle Alle Produkte in China Instanz Dauer 2026-07-29 12:07 UTC bis 2026-07-29 16:47 UTC. ## Wurzelursache Ein Konfigurationsfehler unseres Plattformanbieters in China, 21ViaNet/Microsoft Azure Cloud China. ## Auswirkungen Nur Verfügbarkeit. Datenintegrität und Datengeheimnis bleiben unberührt. ## Maßnahmen Follow-up mit dem Plattformanbieter zur Verbesserung seiner Betriebsverfahren, Überwachung und Reaktion auf Vorfälle.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 9. Juli 2026 um 21:40 UTCidentified

   Seit dem 4.95 Release, Viedoc Ich-Einreichungen wurden in der Datenbank mit UTC-Zeit anstatt der lokalen Zeitzone der Website aufgezeichnet. Wenn das UTC-Datum und das lokale Datum der Website zum Zeitpunkt der Einreichung abweichen, wird das Veranstaltungsdatum in der Viedoc Clinic das UTC-Datum anstelle des lokalen Datums falsch widerspiegeln. Abhängig von den im Studiendesign definierten Dateneingabefenstern kann dies auch zu Out-of-Window-Abfragen führen. Der Audit-Trail in der Viedoc Clinic UI, auf den über "Show History" zugegriffen wird, zeigt den korrekten Datums- und Zeitstempel entsprechend der lokalen Zeitzone an. Dieses Problem betrifft sowohl die aktuelle als auch die ältere Version der Viedoc Me-Anwendung. Das Problem wurde identifiziert und ein Fix wird derzeit vorbereitet. Der Fix stellt sicher, dass neue Einreichungen in der lokalen Zeitzone der Website gespeichert werden, korrigiert jedoch keine bereits aufgetretenen Zeitstempel oder Anfragen außerhalb des Fensters. Diese werden in einem zukünftigen Update angesprochen.

2. 14. Juli 2026 um 14:57 UTCidentified

   Wir arbeiten aktiv daran, dieses Problem so schnell wie möglich zu lösen. Ein Hotfix wird derzeit fertiggestellt und getestet, und wir schätzen, dass er in der ersten Hälfte der nächsten Woche in Produktion gehen wird.

3. 16. Juli 2026 um 06:53 UTCidentified

   Wir werden heute tagsüber mit der Veröffentlichung des Hotfixes in Produktionsumgebungen beginnen. Ein Update wird veröffentlicht, sobald die Veröffentlichung in allen Instanzen abgeschlossen ist.

4. 16. Juli 2026 um 09:42 UTCresolved

   Der Vorfall wurde mit der Veröffentlichung von Hotfix 4.95.2 für alle Trainings- und Produktionsinstanzen behoben. Diese Veröffentlichung verhindert, dass sich das Problem wiederholt. Die bereits in UTC aufgezeichneten Ereignisdaten bleiben jedoch vorerst unverändert, und alle Abfragen außerhalb des Fensters, die bereits durch dieses Problem ausgelöst wurden, bleiben auch bis zur Korrektur erhalten. Beiträge, die derzeit in UTC gespeichert sind, werden zu einem späteren Zeitpunkt korrigiert. Der Zeitpunkt für diese Korrektur ist noch nicht bestätigt.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 10. Juni 2026 um 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. Juni 2026 um 23:31 UTCidentified

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

3. 16. Juni 2026 um 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. Juni 2026 um 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. Juni 2026 um 12:12 UTCmonitoring

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

2. 3. Juni 2026 um 13:23 UTCresolved

   This incident has been resolved.

1. 28. Mai 2026 um 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. Mai 2026 um 07:38 UTCresolved

   The incident has been resolved since 06:40 CMT

1. 18. Mai 2026 um 10:24 UTCinvestigating

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

2. 18. Mai 2026 um 10:26 UTCinvestigating

   We are continuing to investigate this issue.

3. 18. Mai 2026 um 10:32 UTCresolved

   This incident has been resolved.

1. 6. Mai 2026 um 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. Mai 2026 um 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. Mai 2026 um 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. Mai 2026 um 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. April 2026 um 13:04 UTCinvestigating

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

2. 27. April 2026 um 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. April 2026 um 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. April 2026 um 19:00 UTCresolved

   This incident has been resolved.

1. 9. Dezember 2025 um 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. Dezember 2025 um 12:20 UTCresolved

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

1. 5. Dezember 2025 um 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. Dezember 2025 um 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. Dezember 2025 um 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. Dezember 2025 um 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. Dezember 2025 um 13:46 UTCmonitoring

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

3. 2. Dezember 2025 um 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. November 2025 um 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. November 2025 um 14:16 UTCmonitoring

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

3. 26. November 2025 um 09:08 UTCresolved

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

1. 25. November 2025 um 03:19 UTCresolved

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

1. 11. November 2025 um 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. November 2025 um 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. November 2025 um 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. September 2025 um 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. September 2025 um 08:49 UTCidentified

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

3. 3. September 2025 um 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. September 2025 um 14:27 UTCresolved

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

5. 9. September 2025 um 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. August 2025 um 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. August 2025 um 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. August 2025 um 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. August 2025 um 18:07 UTCmonitoring

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

3. 19. August 2025 um 18:32 UTCresolved

   This incident has been resolved.