Viedoc Outage History

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Viedoc had 16 outages in the last 2 years totaling 744h 19m of downtime — averaging 0.7 incidents per month.

There were 16 Viedoc outages since July 14, 2025 totaling 744h 19m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.viedoc.com

Notice June 10, 2026

Batch upgrade after form revision clears data in repeating item groups on EU and US instances

Detected by Pingoru
Jun 10, 2026, 06:32 PM UTC
Resolved
Jun 17, 2026, 10:40 AM UTC
Duration
6d 16h
Affected: Main portal (clinic/admin/designer)Main portal (clinic/admin/designer)
Timeline · 4 updates
  1. investigating Jun 10, 2026, 06:32 PM UTC

    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. identified Jun 10, 2026, 11:31 PM UTC

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

  3. identified Jun 16, 2026, 02:45 PM UTC

    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. resolved Jun 17, 2026, 10:40 AM UTC

    Hotfix 4.95.1 has been released on the EU training and production instances. The incident is now resolved on all instances.

Read the full incident report →

Minor June 3, 2026

Temporary operational disturbance observed on the Chinese instance

Detected by Pingoru
Jun 03, 2026, 12:12 PM UTC
Resolved
Jun 03, 2026, 01:23 PM UTC
Duration
1h 11m
Affected: 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)
Timeline · 2 updates
  1. monitoring Jun 03, 2026, 12:12 PM UTC

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

  2. resolved Jun 03, 2026, 01:23 PM UTC

    This incident has been resolved.

Read the full incident report →

Major May 28, 2026

Operational disturbance observed on the Chinese instance

Detected by Pingoru
May 28, 2026, 05:30 AM UTC
Resolved
May 28, 2026, 06:40 AM UTC
Duration
1h 9m
Affected: 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)
Timeline · 2 updates
  1. investigating May 28, 2026, 07:35 AM UTC

    Operational disturbance observed in Viedoc suite on the Chinese instance (clinic.viedoc.cn). Investigations are ongoing since 07:20 GMT+2

  2. resolved May 28, 2026, 07:38 AM UTC

    The incident has been resolved since 08:40 GMT+2

Read the full incident report →

Minor May 6, 2026

Issues with randomization configuration approval and legacy medical coding tool on EU and US instances

Detected by Pingoru
May 06, 2026, 09:48 AM UTC
Resolved
May 11, 2026, 09:54 AM UTC
Duration
5d
Affected: Main portal (clinic/admin/designer)Main portal (clinic/admin/designer)
Timeline · 4 updates
  1. identified May 06, 2026, 09:48 AM UTC

    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. identified May 07, 2026, 06:34 AM UTC

    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. identified May 08, 2026, 08:22 AM UTC

    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. resolved May 11, 2026, 09:54 AM UTC

    This incident was resolved this morning with the release of hotfix version 4.94.1 on both the EU and US instances.

Read the full incident report →

Notice April 27, 2026

Operational disturbance observed on the European instance

Detected by Pingoru
Apr 27, 2026, 11:00 AM UTC
Resolved
Apr 27, 2026, 07:00 PM UTC
Duration
7h 59m
Affected: 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)
Timeline · 4 updates
  1. investigating Apr 27, 2026, 01:04 PM UTC

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

  2. investigating Apr 27, 2026, 05:40 PM UTC

    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. monitoring Apr 27, 2026, 05:42 PM UTC

    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. resolved Apr 27, 2026, 07:00 PM UTC

    This incident has been resolved.

Read the full incident report →

Notice December 9, 2025

Sporadic failures with text message delivery in some European countries

Detected by Pingoru
Dec 09, 2025, 09:37 AM UTC
Resolved
Dec 09, 2025, 12:20 PM UTC
Duration
2h 43m
Affected: Main portal (clinic/admin/designer)Subject portal (ViedocMe)
Timeline · 2 updates
  1. investigating Dec 09, 2025, 09:37 AM UTC

    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. resolved Dec 09, 2025, 12:20 PM UTC

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

Read the full incident report →

Notice December 5, 2025

Issues Generating the User Administration Log

Detected by Pingoru
Dec 05, 2025, 12:25 PM UTC
Resolved
Dec 16, 2025, 03:18 PM UTC
Duration
11d 2h
Affected: Main portal (clinic/admin/designer)Main portal (clinic/admin/designer)Main portal (clinic/admin/designer)Main portal (clinic/admin/designer)
Timeline · 3 updates
  1. identified Dec 05, 2025, 12:25 PM UTC

    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. identified Dec 09, 2025, 08:30 AM UTC

    A fix has been developed and is currently undergoing testing. The fix is planned to be deployed as a hotfix.

  3. resolved Dec 16, 2025, 03:18 PM UTC

    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.

Read the full incident report →

Minor December 1, 2025

Delay in email delivery on US and EU instances

Detected by Pingoru
Dec 01, 2025, 01:10 PM UTC
Resolved
Dec 02, 2025, 08:21 AM UTC
Duration
19h 10m
Affected: Background processes (import/export/revisions/alerts/archive/disposal)Background processes (import/export/revisions/alerts/archive/disposal)
Timeline · 3 updates
  1. identified Dec 01, 2025, 01:10 PM UTC

    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. monitoring Dec 01, 2025, 01:46 PM UTC

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

  3. resolved Dec 02, 2025, 08:21 AM UTC

    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.

Read the full incident report →

Minor November 25, 2025

Delay in email delivery on EU instances

Detected by Pingoru
Nov 25, 2025, 01:31 PM UTC
Resolved
Nov 26, 2025, 09:08 AM UTC
Duration
19h 36m
Affected: Background processes (import/export/revisions/alerts/archive/disposal)
Timeline · 3 updates
  1. monitoring Nov 25, 2025, 01:31 PM UTC

    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. monitoring Nov 25, 2025, 02:16 PM UTC

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

  3. resolved Nov 26, 2025, 09:08 AM UTC

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

Read the full incident report →

Notice November 11, 2025

Cancellation of the 4.89 Release for CN Instances

Detected by Pingoru
Nov 11, 2025, 11:55 AM UTC
Resolved
Nov 11, 2025, 11:55 AM UTC
Duration
—
Affected: 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)
Timeline · 1 update
  1. resolved Nov 11, 2025, 11:55 AM UTC

    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.

Read the full incident report →

Notice August 25, 2025

Viedoc Reports: Issue with long labels in xptv8 exports in custom reports

Detected by Pingoru
Aug 25, 2025, 11:29 AM UTC
Resolved
Aug 28, 2025, 01:11 PM UTC
Duration
3d 1h
Affected: Reporting tool (ViedocReports)Reporting tool (ViedocReports)Reporting tool (ViedocReports)Reporting tool (ViedocReports)
Timeline · 2 updates
  1. investigating Aug 25, 2025, 11:29 AM UTC

    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. resolved Aug 28, 2025, 01:11 PM UTC

    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.

Read the full incident report →

Minor August 19, 2025

Intermittent network disturbance to reach the Chinese instance

Detected by Pingoru
Aug 19, 2025, 05:38 PM UTC
Resolved
Aug 19, 2025, 06:32 PM UTC
Duration
54m
Affected: 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)
Timeline · 3 updates
  1. investigating Aug 19, 2025, 05:38 PM UTC

    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.

  2. monitoring Aug 19, 2025, 06:07 PM UTC

    Access to Chinese instance is stable again. Continue monitoring status.

  3. resolved Aug 19, 2025, 06:32 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor July 23, 2025

eTMF performance degradation on Europe server.

Detected by Pingoru
Jul 23, 2025, 03:17 PM UTC
Resolved
Jul 25, 2025, 01:32 PM UTC
Duration
1d 22h
Affected: Document management (ViedocTMF)
Timeline · 2 updates
  1. investigating Jul 23, 2025, 03:17 PM UTC

    There have been reports of degraded eTMF performance (slow load times) on the Europe server. The root cause is currently under investigation.

  2. resolved Jul 25, 2025, 01:32 PM UTC

    After 24 hours of monitoring, this issue has been resolved after completion of maintenance aimed at correcting networking issues. Proactive monitoring will continue. Thank you for your patience in this matter.

Read the full incident report →

Major July 14, 2025

Operational Disturbance on US Production Instance

Detected by Pingoru
Jul 14, 2025, 02:00 AM UTC
Resolved
Jul 14, 2025, 02:00 AM UTC
Duration
—
Timeline · 1 update
  1. resolved Jul 14, 2025, 02:29 PM UTC

    The US production experienced some operational disturbance and was inaccessible for all users between 1:50AM UTC and 06:29AM UTC on 2025-07-14. Intermittent issues with accessing Viedoc Me on the US production instance between 10:44PM UTC (2025-07-13) - 2:47PM UTC (2025-07-14) Investigation on how to prevent these issues from happening again is ongoing. No other instance was affected.

Read the full incident report →