Viedoc experienced a major incident on July 29, 2026 affecting Main portal (clinic/admin/designer) and Subject portal (ViedocMe) and 1 more component, lasting 4h 59m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 29, 2026, 01:35 PM UTC
We are currently investigating this issue, update coming soon.
- investigating Jul 29, 2026, 02:11 PM UTC
The issue correlates with a data center decommissioning in China and we are continuing to investigate.
- resolved Jul 29, 2026, 05:06 PM UTC
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.
- postmortem Jul 31, 2026, 01:23 PM UTC
## 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.