Is Viedoc down?

Email alerts triggered by EDC actions in Viedoc have been failing intermittently on the EU production instance during the following time windows: Monday, August 31, 11:02–17:25 CEST Thursday, September 3, 13:31 CEST – Friday, September 4, 22:07 CEST Most emails are being sent as expected, but a subset are delayed or, in some cases, not delivered at all. No other instances are affected. We are actively investigating and will post updates as more information becomes available.

We have not observed any new email failures since our previous report. We are now monitoring the situation and will post a further update once we can confirm the issue is fully resolved.

This incident has been resolved.

We had a temporary disturbance which led to customers not being able to reach out .cn portals between about 23:00 and 00:00. The problem was in our infrastructure and we apologize for the inconvencience. Systems are back to normal and there are no issues with confidentiality or integrity. This problem only affected access to our systems.

We are experiencing inssues in an underlying platform component from Azure in the France Central region, this is creating some loss of traffic which you can experience as the service not being available for short periods of time. We are investigating and will keep you posted here.

We are continuing to monitor for any further issues.

Incident has now been resolved by Microsoft and we can confirm that Viedoc suite is fully operational again. We apologize for the inconvenience.

## Summary We have experienced issues in an underlying platform component from Azure \(Azure App services\) in the France Central region, which created some loss of traffic which customers experienced as the service not being available.  Our system monitoring caught the issues immediately and alerted our platform team which responded within 1 minute. We could confirm within 15 minutes that the problem was with the Platform provider. ## Instances affected  All products in Europe instance  ## Duration  2026-08-17 09:32 UTC to 2026-08-17 11:20 UTC.  ## Root Cause  An infrastructure component in Microsoft Azure Cloud responsible for processing incoming requests within the Azure App Service platform in the France Central region exceeded operational thresholds, reducing the availability of service resources supporting customer work-loads. As a result, Viedoc experienced intermittent availability issues and failed requests. ## Impact  This affected Viedoc availability without affecting data confidentality, integrity or privacy.  ## Actions Followup with platform provider about capacity.

We are currently investigating this issue, update coming soon.

The issue correlates with a data center decommissioning in China and we are continuing to investigate.

The incident was identified as a problem within Azure Cloud China and we have confirmation now that the problem has been mitigated. Once we have a root-cause analysis we will update with an incident report. We apologize for any inconvenience.

## Summary Our China region suffered an outage due to a configuration fault in our platform provider related to internal messaging between our system components, effectively rendering our product suite unusable for a period of 4 hours and 40 minutes. Customer impact is expected to be low due to this being nighttime in China with normally very low traffic volume.  Our system monitoring caught the issues immediately and alerted our platform team which responded within 1 minute and we could confirm within 1 hour that the problem was with the Platform provider.  A type A support ticket was logged with our platform provider who could confirm that they indeed had an issue 2 hours and 32 minutes later, and it was resolved 38 minutes after that. ## Instances affected  All products in China instance  ## Duration  2026-07-29 12:07 UTC to 2026-07-29 16:47 UTC.  ## Root Cause  A configuration error by our platform provider in China, 21ViaNet/Microsoft Azure Cloud China. ## Impact  Availability only. Data integrity and data confidentiality unaffected.  ## Actions Followup with platform provider about improving their operating procedures, monitoring and incident response.

Since the 4.95 release, Viedoc Me submissions have been recorded in the database using UTC time rather than the site's local time zone. If the UTC date and the site's local date differ at the time of submission, the Event date in Viedoc Clinic will incorrectly reflect the UTC date instead of the local date. Depending on the data entry windows defined in the study design, this may also result in out-of-window queries. The audit trail in the Viedoc Clinic UI, accessed via "Show History," displays the correct date and time stamp according to the local time zone. This issue affects both the current and legacy versions of the Viedoc Me application. The issue has been identified, and a fix is currently being prepared. The fix will ensure new submissions are stored using the site's local time zone, but it will not correct timestamps or out-of-window queries that have already occurred. These will be addressed in a future update.

We are actively working to resolve this issue as quickly as possible. A hotfix is currently being finalized and tested, and we estimate it will be released to production in the first half of next week.

We will begin releasing the hotfix to production environments during the day today. An update will be posted once the release is complete on all instances.

The incident has been resolved with the release of hotfix 4.95.2 to all training and production instances. This release prevents the issue from recurring going forward. However, Event dates already recorded in UTC will remain unchanged for now, and any out-of-window queries already triggered by this issue will also remain until corrected. Submissions currently stored in UTC will be corrected at a later date. The timing for this correction has not yet been confirmed.