Viedoc experienced a major incident on June 24, 2024, lasting —. The incident has been resolved; the full update timeline is below.
Update timeline
- resolved Jun 24, 2024, 12:32 PM UTC
Email delivery was delayed and subsequently duplicate emails were sent upon email service restoration.
- postmortem Jun 24, 2024, 12:32 PM UTC
# Viedoc service issue report **Report author** Ted Lähteenmäki, Manager IT Operations Viedoc Technologies AB Email: [[email protected]](mailto:[email protected]) **Report issued** 2024-06-24, updated 2024-06-28 **Description** Email delivery was delayed, and subsequently duplicate emails were sent upon email service restoration. **Instances affected** Viedoc 4 Europe **Duration** 2024-06-15 14:00 CEST to 2024-06-17 09:30 CEST **Cause** An annual certificate change was not picked up by one system. Mailmonitor service started to cache up and duplicate emails to be sent. **Impact** Emails were not sent in the timeframe between 2024-06-15 14:00 to 2024-06-17 09:30 CEST. When the certificate was updated on the system all the emails started to be processed. The Mailmonitor service started to send all the emails it had in the queue. \[Update 2024-06-28\] Additionally, some emails were never sent due to this issue. Please refer to the communication log in Viedoc Admin and contact Viedoc Support if you have further questions on emails that were not sent. **Corrective action** System with expired certificate was restarted and the Mailmonitor service was stopped. **Preventive action** The processes for updating the certificate on our systems is updated with clarification to check that new certificates are picked up. The Mailmonitor service will be updated to not duplicate emails in case it resends.