48 Viedoc incidents · marzo de 2024 — official updates, affected components, duration and resolution details.
Tuvimos una perturbación temporal que llevó a los clientes a no poder alcanzar portales .cn entre las 23:00 y las 00:00. El problema estaba en nuestra infraestructura y nos disculpamos por la inconvenciencia. Los sistemas vuelven a la normalidad y no hay problemas con la confidencialidad o la integridad. Este problema sólo afectaba el acceso a nuestros sistemas.
Traducido automáticamente desde la actualización oficial del incidente.
Estamos experimentando insudios en un componente de plataforma subyacente de Azure en la región central de Francia, esto está creando una cierta pérdida de tráfico que usted puede experimentar como el servicio que no está disponible durante cortos períodos de tiempo. Estamos investigando y te mantendremos informado aquí.
Continuamos monitoreando cualquier otro problema.
El incidente ha sido resuelto ahora por Microsoft y podemos confirmar que Viedoc suite está completamente operativo de nuevo. Nos disculpamos por la molestia.
## Summary Hemos experimentado problemas en un componente de plataforma subyacente de Azure \(Azure App services\) en la región de Francia Central, que creó alguna pérdida de tráfico que los clientes experimentaron como el servicio que no está disponible. Nuestro sistema de monitoreo captó los problemas inmediatamente y alertó a nuestro equipo de plataforma que respondió en un minuto. Podríamos confirmar en un plazo de 15 minutos que el problema estaba con el proveedor de la Plataforma. ## Instances affected All products in Europe instance ## Duración 2026-08-17 09:32 UTC a 2026-08-17 11:20 UTC. ## Root Cause Un componente de infraestructura en Microsoft Azure Cloud responsable de procesar solicitudes entrantes dentro de la plataforma Azure App Service en la región de Francia Central superó los umbrales operativos, reduciendo la disponibilidad de recursos de servicio que soportan las cargas de trabajo de los clientes. As a result, Viedoc experienced intermittent availability issues and failed requests. ## Impacto Esto afectó la disponibilidad de Viedoc sin afectar la confiabilidad, integridad o privacidad de los datos. ## Actions Seguimiento con el proveedor de plataformas sobre la capacidad.
Traducido automáticamente desde la actualización oficial del incidente.
Actualmente estamos investigando este tema, la actualización llegará pronto.
El problema se correlaciona con un centro de datos que se descompone en China y continuamos investigando.
El incidente fue identificado como un problema dentro de Azure Cloud China y ahora tenemos confirmación de que el problema ha sido mitigado. Una vez que tengamos un análisis de la causa raíz, actualizaremos con un informe del incidente. Nos disculpamos por cualquier inconveniente.
## Summary Nuestra región de China sufrió un desembolso debido a un fallo de configuración en nuestro proveedor de plataforma relacionado con el mensaje interno entre nuestros componentes del sistema, haciendo que nuestra suite de productos sea inutilizable durante un período de 4 horas y 40 minutos. Se espera que el impacto del cliente sea bajo debido a que esta noche en China con un volumen de tráfico normalmente muy bajo. Nuestro sistema de monitoreo captó los problemas inmediatamente y alertó a nuestro equipo de plataforma que respondió en un minuto y pudimos confirmar dentro de 1 hora que el problema estaba con el proveedor de la Plataforma. Un ticket de soporte tipo A se registró con nuestro proveedor de plataforma que podría confirmar que efectivamente tenían un problema 2 horas y 32 minutos más tarde, y se resolvió 38 minutos después de eso. ## Instances affected Todos los productos en China ejemplo ## Duración 2026-07-29 12:07 UTC a 2026-07-29 16:47 UTC. ## Root Cause Un error de configuración de nuestro proveedor de plataformas en China, 21ViaNet/Microsoft Azure Cloud China. ## Impacto Disponibilidad sólo. La integridad de los datos y la confidencialidad de los datos no son afectados. ## Actions Seguimiento con el proveedor de plataformas sobre la mejora de sus procedimientos operativos, vigilancia y respuesta a incidentes.
Traducido automáticamente desde la actualización oficial del incidente.
Desde la liberación de 4.95, Viedoc Me han registrado presentaciones en la base de datos usando tiempo UTC en lugar de la zona horaria local del sitio. Si la fecha de la UTC y la fecha local del sitio difieren en el momento de la presentación, la fecha del evento en Viedoc Clinic reflejará incorrectamente la fecha de la UTC en lugar de la fecha local. Dependiendo de las ventanas de entrada de datos definidas en el diseño del estudio, esto también puede resultar en consultas externas. La ruta de auditoría en la Viedoc Clinic UI, accedida a través de "Mostrar historia", muestra el sello de fecha y hora correcto según la zona horaria local. Esta cuestión afecta tanto a las versiones actuales como heredadas de la aplicación Viedoc Me. Se ha determinado la cuestión y se está preparando una solución. La solución asegurará que las nuevas presentaciones se almacenen utilizando la zona horaria local del sitio, pero no corregirá los horarios ni las consultas externas que ya han ocurrido. Estos se abordarán en una actualización futura.
Estamos trabajando activamente para resolver esta cuestión lo antes posible. Actualmente se está finalizando y probando un hotfix, y estimamos que será liberado a la producción en la primera mitad de la próxima semana.
Comenzaremos a liberar el hotfix a entornos de producción durante el día de hoy. Una actualización será publicada una vez que la liberación esté completa en todos los casos.
El incidente se ha resuelto con la liberación del hotfix 4.95.2 a todas las instancias de formación y producción. Esta versión evita que el problema vuelva a ocurrir. Sin embargo, las fechas de evento ya registradas en UTC permanecerán sin cambios por ahora, y cualquier consulta fuera de la ventana ya activada por este problema también permanecerá hasta que se corrija. Las comunicaciones actualmente almacenadas en UTC serán corregidas en una fecha posterior. Aún no se ha confirmado el calendario para esta corrección.
Traducido automáticamente desde la actualización oficial del incidente.
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.
The issue has been identified and a fix is being implemented.
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.
Hotfix 4.95.1 has been released on the EU training and production instances. The incident is now resolved on all instances.
Temporary operational disturbance observed in the Viedoc suite on the Chinese instance (clinic.viedoc.cn).
This incident has been resolved.
Operational disturbance observed in Viedoc suite on the Chinese instance (clinic.viedoc.cn). Investigations are ongoing since 05:20 CMT
The incident has been resolved since 06:40 CMT
Operational disturbance observed in Training on the Chinese instance (clinic.viedoc.cn). Investigations are ongoing.
We are continuing to investigate this issue.
This incident has been resolved.
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.
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.
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.
This incident was resolved this morning with the release of hotfix version 4.94.1 on both the EU and US instances.
Operational disturbance observed in Viedoc 4 on the European instance (v4.viedoc.net). Investigations are ongoing.
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.
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.
This incident has been resolved.
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.
Since 10.30 CET today text messages are delivered as expected to numbers with country codes previously listed.
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.
A fix has been developed and is currently undergoing testing. The fix is planned to be deployed as a hotfix.
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.
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.
The email queue is currently being processed, and messages are being delivered, although with a temporary delay.
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.
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.
The email queue is currently being processed, and messages are being delivered, although with a temporary delay.
The queue had been fully processed at around 5.30 PM CET on 2025-11-25.
Operational disturbance observed on the Chinese instance (clinic.viedoc.cn). Resolved
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.
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.
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.
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.
The issue has been identified and a fix is being implemented.
A fix has been implemented and emails are now being sent as expected. We will continue to monitor the situation.
Since approximately noon CEST, emails triggered from the EDC has been delivered as expected.
**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.
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.
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.
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.
Access to Chinese instance is stable again. Continue monitoring status.
This incident has been resolved.