Istoricul incidentelor Viedoc

1. 8 septembrie 2026 la 14:07 UTCinvestigating

   Semnalările prin e-mail declanșate de acțiunile EDC din Viedoc au eșuat intermitent în cazul producției UE în timpul următoarelor ferestre: Luni, 31 august, 11:02 Joi, 3 septembrie, 13:31 CEST, Vineri, 4 septembrie, 22:07 CEST Cele mai multe e-mailuri sunt trimise aşa cum era de aşteptat, dar un subset este întârziat sau, în unele cazuri, nu este livrat deloc. Nu sunt afectate alte cazuri. Investigăm activ și vom posta actualizări pe măsură ce devin disponibile mai multe informații.

Traducere automată din actualizarea oficială a incidentului.

1. 4 septembrie 2026 la 16:15 UTCresolved

   Am avut o tulburare temporară care a dus la neputința clienților de a ajunge la .cn portaluri între 23:00 și 00:00. Problema era în infrastructura noastră şi ne cerem scuze pentru inconvenienţă. Sistemele au revenit la normal și nu există probleme cu confidențialitatea sau integritatea. Această problemă afectează doar accesul la sistemele noastre.

Traducere automată din actualizarea oficială a incidentului.

1. 17 august 2026 la 09:54 UTCmonitoring

   Ne confruntăm cu insinuări într-o componentă de platformă de bază de la Azure în regiunea centrală a Franței, acest lucru este crearea unor pierderi de trafic pe care le puteți experimenta ca serviciul nu este disponibil pentru perioade scurte de timp. Investigăm şi vă vom ţine la curent.

2. 17 august 2026 la 10:09 UTCmonitoring

   Continuăm să monitorizăm orice alte probleme.

3. 17 august 2026 la 11:25 UTCresolved

   Incidentul a fost rezolvat de Microsoft şi putem confirma că suita Viedoc este complet operaţională din nou. Ne cerem scuze pentru deranj.

4. 17 august 2026 la 12:27 UTCpostmortem

   ## Rezumat Am experimentat probleme într-o componentă de platformă de bază de la Azure \(Azure App servicii\) în regiunea centrală a Franței, care a creat unele pierderi de trafic care clienții experimentat ca serviciul nu este disponibil. Monitorizarea sistemului nostru a prins imediat problemele și a alertat echipa noastră platformă care a răspuns în termen de 1 minut. Am putea confirma în 15 minute că problema a fost cu furnizorul platformei. ##Instanțe afectate Toate produsele din Europa ## Durata 2026-08-17 09:32 UTC la 2026-08-17 11:20 UTC. ## Root Cause O componentă de infrastructură din Microsoft Azure Cloud responsabilă cu procesarea cererilor primite în cadrul platformei Azure App Service din regiunea centrală a Franței a depășit pragurile operaționale, reducând disponibilitatea resurselor de servicii care sprijină sarcinile clienților. Ca urmare, Viedoc a avut probleme de disponibilitate intermitentă și cereri eșuate. ## Impact Acest lucru a afectat disponibilitatea Viedoc fără a afecta încrederea datelor, integritatea sau confidențialitatea. ## Actions Monitorizarea cu furnizorul platformei despre capacitate.

Traducere automată din actualizarea oficială a incidentului.

1. 29 iulie 2026 la 13:35 UTCinvestigating

   În prezent investigăm această problemă, actualizările vin în curând.

2. 29 iulie 2026 la 14:11 UTCinvestigating

   Problema se corelează cu dezafectarea centrului de date din China și continuăm să investigăm.

3. 29 iulie 2026 la 17:06 UTCresolved

   Incidentul a fost identificat ca o problemă în Azure Cloud China și avem confirmarea acum că problema a fost atenuată. Odată ce vom avea o analiză de bază vom actualiza cu un raport de incident. Ne cerem scuze pentru neplăceri.

4. 31 iulie 2026 la 13:23 UTCpostmortem

   ## Rezumat Regiunea noastră China a suferit o pană din cauza unei defecțiuni de configurare în furnizorul nostru de platforme legate de mesageria internă între componentele sistemului nostru, făcând efectiv suita noastră de produse inutilizabile pentru o perioadă de 4 ore și 40 de minute. Se preconizează că impactul asupra clienților va fi scăzut din cauza faptului că în China este noapte, cu un volum de trafic în mod normal foarte scăzut. Monitorizarea sistemului nostru a prins imediat problemele și a alertat echipa noastră platformă care a răspuns în termen de 1 minut și am putea confirma în termen de 1 oră că problema a fost cu furnizorul Platforma. Un bilet de tip A a fost conectat cu furnizorul nostru de platforme care ar putea confirma că au avut într-adevăr o problemă 2 ore și 32 minute mai târziu, și a fost rezolvată 38 minute după aceea. ##Instanțe afectate Toate produsele din China ## Durata 2026-07-29 12:07 UTC la 2026-07-29 16:47 UTC. ## Root Cause O eroare de configurare de către furnizorul nostru de platformă în China, 21ViaNet/Microsoft Azure Cloud China. ## Impact Numai disponibilitate. Integritatea datelor și confidențialitatea datelor nu sunt afectate. ## Actions Monitorizarea cu furnizorul platformei privind îmbunătățirea procedurilor lor de operare, monitorizarea și răspunsul la incidente.

Traducere automată din actualizarea oficială a incidentului.

1. 9 iulie 2026 la 21:40 UTCidentified

   De la eliberarea de 4.95, Viedoc Observațiile mele au fost înregistrate în baza de date folosind timpul UTC mai degrabă decât fusul orar local al site-ului. Dacă data UTC și data locală a site-ului diferă la momentul depunerii, data evenimentului în Clinica Viedoc va reflecta incorect data UTC în locul datei locale. În funcție de ferestrele de intrare a datelor definite în proiectul studiului, acest lucru poate duce, de asemenea, la întrebări în afara ferestrei. Traseul de audit în IU Clinica Viedoc, accesat prin "Show History," afișează data și ora corecte în funcție de fusul orar local. Această problemă afectează atât versiunile actuale, cât și versiunile moștenite ale aplicației Viedoc Me. Problema a fost identificată, iar în prezent este în curs de elaborare o soluţie. Fixarea va asigura stocarea noilor transmiteri folosind fusul orar local al site-ului, dar nu va corecta marcajele de timp sau interogările în afara ferestrei care au avut loc deja. Acestea vor fi abordate într-o viitoare actualizare.

2. 14 iulie 2026 la 14:57 UTCidentified

   Lucrăm activ pentru a rezolva această problemă cât mai repede posibil. Un hotfix este în prezent finalizat și testat, și estimăm că va fi lansat în producție în prima jumătate a săptămânii viitoare.

3. 16 iulie 2026 la 06:53 UTCidentified

   Vom începe eliberarea hotfix la mediile de producție în timpul zilei de azi. O actualizare va fi postat odată ce eliberarea este completă pe toate cazurile.

4. 16 iulie 2026 la 09:42 UTCresolved

   Incidentul a fost rezolvat odată cu eliberarea hotfixului 4.95.2 în toate cazurile de formare şi producţie. Această versiune previne repetarea problemei. Cu toate acestea, datele evenimentului deja înregistrate în UTC vor rămâne neschimbate pentru moment, iar orice întrebări în afara ferestrei deja declanșate de această problemă vor rămâne, de asemenea, până la corectarea acestora. Depunerea în prezent stocată în UTC va fi corectată la o dată ulterioară. Sincronizarea acestei corecții nu a fost încă confirmată.

Traducere automată din actualizarea oficială a incidentului.

1. 10 iunie 2026 la 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 iunie 2026 la 23:31 UTCidentified

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

3. 16 iunie 2026 la 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 iunie 2026 la 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 iunie 2026 la 12:12 UTCmonitoring

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

2. 3 iunie 2026 la 13:23 UTCresolved

   This incident has been resolved.

1. 28 mai 2026 la 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 la 07:38 UTCresolved

   The incident has been resolved since 06:40 CMT

1. 18 mai 2026 la 10:24 UTCinvestigating

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

2. 18 mai 2026 la 10:26 UTCinvestigating

   We are continuing to investigate this issue.

3. 18 mai 2026 la 10:32 UTCresolved

   This incident has been resolved.

1. 6 mai 2026 la 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 la 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 la 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 la 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 aprilie 2026 la 13:04 UTCinvestigating

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

2. 27 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 19:00 UTCresolved

   This incident has been resolved.

1. 9 decembrie 2025 la 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 decembrie 2025 la 12:20 UTCresolved

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

1. 5 decembrie 2025 la 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 decembrie 2025 la 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 decembrie 2025 la 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 decembrie 2025 la 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 decembrie 2025 la 13:46 UTCmonitoring

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

3. 2 decembrie 2025 la 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 noiembrie 2025 la 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 noiembrie 2025 la 14:16 UTCmonitoring

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

3. 26 noiembrie 2025 la 09:08 UTCresolved

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

1. 25 noiembrie 2025 la 03:19 UTCresolved

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

1. 11 noiembrie 2025 la 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 noiembrie 2025 la 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 noiembrie 2025 la 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 septembrie 2025 la 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 septembrie 2025 la 08:49 UTCidentified

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

3. 3 septembrie 2025 la 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 septembrie 2025 la 14:27 UTCresolved

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

5. 9 septembrie 2025 la 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 la 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 la 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.