Viedoc incident

Problem launching Viedoc on the European production instance

Critical Resolved View vendor source →

Viedoc experienced a critical incident on January 16, 2025 affecting Main portal (clinic/admin/designer) and Subject portal (ViedocMe) and 1 more component, lasting 6m. The incident has been resolved; the full update timeline is below.

Started
Jan 16, 2025, 11:52 AM UTC
Resolved
Jan 16, 2025, 11:59 AM UTC
Duration
6m
Detected by Pingoru
Jan 16, 2025, 11:52 AM UTC

Affected components

Main portal (clinic/admin/designer)Subject portal (ViedocMe)Application programming interface (API)Background processes (import/export/revisions/alerts/archive/disposal)Reporting tool (ViedocReports)Document management (ViedocTMF)

Update timeline

  1. investigating Jan 16, 2025, 11:52 AM UTC

    Operational disturbance observed in the Viedoc application on the European instance (v4.viedoc.net). Users are currently unable to access the login page and a "runtime error" is displayed to the user. Investigations are ongoing.

  2. investigating Jan 16, 2025, 11:56 AM UTC

    We are continuing to investigate this issue.

  3. resolved Jan 16, 2025, 11:59 AM UTC

    The incident has been resolved since 11.57 UTC. Users can since then launch Viedoc as expected again.

  4. postmortem Jan 23, 2025, 11:42 AM UTC

    **Description** STS failure, impacting user login services. **Instances affected** Viedoc 4 Production Instance, Europe. **Duration** 2025-01-16 11:46 UTC to 2025-01-16 11:57 UTC. **Cause** 2025-01-16 11.46 UTC – Alerts were received from the automated platform monitoring, saying that the STS \(security token service\), managing authentication of users, unexpectedly stopped due to exceeding its operating capacity. **Impact** The issue led to Viedoc users on the European production instance being unable to access the login page and login to the system. There was no impact to other instances. **Corrective action** The STS was restarted and at 2025-01-16 11.57 UTC the users could access the European production instance as expected again. **Preventive action** Investigation is ongoing to determine the cause of the exception and how to prevent this from happening in the future.