Abbiamo avuto un disturbo temporaneo che ha portato ai clienti di non essere in grado di raggiungere i portali .cn tra circa 23:00 e 00:00. Il problema era nella nostra infrastruttura e ci scusiamo per l'inconvenienza.
I sistemi sono tornati alla normalità e non ci sono problemi con riservatezza o integrità. Questo problema ha interessato solo l'accesso ai nostri sistemi.
Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.
Francia Esternalizzazione centrale (Viedoc Europe)
Stiamo vivendo insosti in un componente piattaforma sottostante da Azure nella regione centrale della Francia, questo sta creando una certa perdita di traffico che si può sperimentare come il servizio non essere disponibile per brevi periodi di tempo. Stiamo indagando e la terremo qui.
monitoring
Stiamo continuando a monitorare eventuali ulteriori problemi.
resolved
Incident è stato risolto da Microsoft e possiamo confermare che Viedoc suite è completamente operativo di nuovo.
Ci scusiamo per l'inconveniente.
postmortem
#
Abbiamo riscontrato problemi in un componente della piattaforma sottostante da Azure \(Azure App services\) nella regione centrale della Francia, che ha creato una certa perdita di traffico che i clienti hanno sperimentato come il servizio non disponibile.
Il nostro monitoraggio del sistema ha preso i problemi immediatamente e ha avvisato il nostro team di piattaforma che ha risposto entro 1 minuto. Potremmo confermare entro 15 minuti che il problema era con il fornitore della piattaforma.
## istanze interessate
Tutti i prodotti in Europa
## Durata
2026-08-17 09:32 UTC a 2026-08-17 11:20 UTC.
# Causa radice #
Un componente infrastrutturale in Microsoft Azure Cloud responsabile del trattamento delle richieste in arrivo all'interno della piattaforma Azure App Service nella regione centrale della Francia ha superato le soglie operative, riducendo la disponibilità di risorse di servizio che supportano i carichi di lavoro dei clienti. Di conseguenza, Viedoc ha sperimentato problemi di disponibilità intermittenti e richieste fallite.
## Impact
Ciò ha interessato la disponibilità di Viedoc senza pregiudicare la fiducia dei dati, l'integrità o la privacy.
## Azioni
Seguire con fornitore di piattaforma circa la capacità.
Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.
Stiamo attualmente indagando su questo problema, l'aggiornamento in arrivo.
investigating
Il problema è correlato con una decommissione del data center in Cina e continuiamo a indagare.
resolved
L'incidente è stato identificato come un problema all'interno di Azure Cloud Cina e abbiamo conferma ora che il problema è stato mitigato. Una volta che avremo un'analisi root-cause ci aggiorneremo con un rapporto incidente.
Ci scusiamo per qualsiasi inconveniente.
postmortem
#
La nostra regione cinese ha subito un'interruzione a causa di un guasto di configurazione nel nostro fornitore di piattaforma relativo alla messaggistica interna tra i nostri componenti di sistema, rendendo efficacemente la nostra suite di prodotti inutilizzabile per un periodo di 4 ore e 40 minuti. L'impatto del cliente dovrebbe essere basso a causa di questo essere notte in Cina con volume di traffico normalmente molto basso.
Il nostro monitoraggio del sistema ha preso i problemi immediatamente e ha avvertito il nostro team di piattaforma che ha risposto entro 1 minuto e abbiamo potuto confermare entro 1 ora che il problema era con il fornitore della piattaforma.
Un biglietto di supporto tipo A è stato registrato con il nostro fornitore di piattaforma che potrebbe confermare che avevano effettivamente un problema 2 ore e 32 minuti dopo, e è stato risolto 38 minuti dopo.
## istanze interessate
Tutti i prodotti in Cina
## Durata
2026-07-29 12:07 UTC a 2026-07-29 16:47 UTC.
# Causa radice #
Un errore di configurazione da parte del nostro fornitore di piattaforme in Cina, 21ViaNet/Microsoft Azure Cloud Cina.
## Impact
Solo disponibilità. integrità dei dati e riservatezza dei dati inalterata.
## Azioni
Seguire con il provider della piattaforma per migliorare le procedure operative, il monitoraggio e la risposta agli incidenti.
Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.
Viedoc Me Submissions Registrato in UTC Invece di zona orario locale
Dal 4.95 rilascio, Viedoc Le presentazioni me sono state registrate nel database utilizzando il tempo UTC piuttosto che il fuso orario locale del sito. Se la data UTC e la data locale del sito differiscono al momento della presentazione, la data Evento in Viedoc Clinic rifletterà erroneamente la data UTC invece della data locale. A seconda delle finestre d'ingresso dei dati definite nella progettazione dello studio, questo può anche portare a query out-of-window. Il percorso di audit nella clinica Viedoc UI, accessibile tramite "Show History", visualizza la data e il timbro giusto in base alla zona orario locale.
Questo problema riguarda sia le versioni attuali e legacy dell'applicazione Viedoc Me.
Il problema è stato identificato, e una correzione è attualmente in fase di preparazione. La correzione garantirà nuove presentazioni vengono memorizzate utilizzando il fuso orario locale del sito, ma non correggerà i timestamp o le query out-of-window che si sono già verificate. Questi saranno affrontati in un futuro aggiornamento.
identified
Stiamo lavorando attivamente per risolvere questo problema il più rapidamente possibile. Un hotfix è attualmente finalizzato e testato, e si stima che sarà rilasciato alla produzione nella prima metà della prossima settimana.
identified
Cominceremo a rilasciare il hotfix agli ambienti di produzione durante il giorno di oggi. Un aggiornamento verrà pubblicato una volta che il rilascio è completo su tutte le istanze.
resolved
L'incidente è stato risolto con il rilascio di hotfix 4.95.2 a tutte le istanze di formazione e produzione.
Questa versione impedisce che il problema si ripeta in avanti. Tuttavia, le date di evento già registrate in UTC resteranno invariate per ora, e tutte le query out-of-window già innescate da questo problema rimarrà anche fino a correggere. Le sottomissioni attualmente memorizzate in UTC saranno corrette in una data successiva. La tempistica per questa correzione non è ancora stata confermata.
Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.
Batch upgrade after form revision clears data in repeating item groups on EU and US instances
Inizio 10 giugno 2026 alle ore 18:32 UTC · 6d 16h
Pending
Componenti interessati
Main portal (clinic/admin/designer)Main portal (clinic/admin/designer)
investigating
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.
identified
The issue has been identified and a fix is being implemented.
identified
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.
resolved
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 on the Chinese instance
Operational disturbance observed in Training on the Chinese instance (clinic.viedoc.cn). Investigations are ongoing.
investigating
We are continuing to investigate this issue.
resolved
This incident has been resolved.
Issues with randomization configuration approval and legacy medical coding tool on EU and US instances
Inizio 6 maggio 2026 alle ore 09:48 UTC · 5d 0h
IssuesIncidente minore
Componenti interessati
Main portal (clinic/admin/designer)Main portal (clinic/admin/designer)
identified
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.
identified
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.
identified
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.
resolved
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 on the European instance
Operational disturbance observed in Viedoc 4 on the European instance (v4.viedoc.net). Investigations are ongoing.
investigating
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.
monitoring
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.
resolved
This incident has been resolved.
Sporadic failures with text message delivery in some European countries
Inizio 9 dicembre 2025 alle ore 09:37 UTC · 2h 43m
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.
resolved
Since 10.30 CET today text messages are delivered as expected to numbers with country codes previously listed.
Issues Generating the User Administration Log
Inizio 5 dicembre 2025 alle ore 12:25 UTC · 11d 2h
Pending
Componenti interessati
Main portal (clinic/admin/designer)Main portal (clinic/admin/designer)Main portal (clinic/admin/designer)Main portal (clinic/admin/designer)
identified
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.
identified
A fix has been developed and is currently undergoing testing. The fix is planned to be deployed as a hotfix.
resolved
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.
Delay in email delivery on US and EU instances
Inizio 1 dicembre 2025 alle ore 13:10 UTC · 19h 11m
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.
monitoring
The email queue is currently being processed, and messages are being delivered, although with a temporary delay.
resolved
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.
Delay in email delivery on EU instances
Inizio 25 novembre 2025 alle ore 13:31 UTC · 19h 36m
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.
monitoring
The email queue is currently being processed, and messages are being delivered, although with a temporary delay.
resolved
The queue had been fully processed at around 5.30 PM CET on 2025-11-25.
Operational disturbance observed on the Chinese instance
Inizio 25 novembre 2025 alle ore 01:00 UTC · 0m
OutageIncidente maggiore
resolved
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.
Login issues on EU production instance
Inizio 2 novembre 2025 alle ore 22:30 UTC · 0m
OutageIncidente maggiore
resolved
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.
postmortem
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.
Sporadic email failures on EU production server
Inizio 2 settembre 2025 alle ore 13:56 UTC · 1d 0h
IssuesIncidente minore
Componenti interessati
Main portal (clinic/admin/designer)
investigating
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.
identified
The issue has been identified and a fix is being implemented.
monitoring
A fix has been implemented and emails are now being sent as expected. We will continue to monitor the situation.
resolved
Since approximately noon CEST, emails triggered from the EDC has been delivered as expected.
postmortem
**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.
Viedoc Reports: Issue with long labels in xptv8 exports in custom reports
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.
resolved
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 to reach the Chinese instance
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.
monitoring
Access to Chinese instance is stable again.
Continue monitoring status.