Sep <var data-var='date'>11</var>, <var data-var='time'>08:25</var> UTC Resolved - This incident has been resolved. Sep <var data-var='date'>10</var>, <var data-var='time'>13:51</var> UTC Monitoring - 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. Sep <var data-var='date'> 8</var>, <var data-var='time'>14:07</var> UTC Investigating - 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.

Sporadic Email Failures on EU Production Instance

Sep <var data-var='date'> 4</var>, <var data-var='time'>15:00</var> UTC 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.

Temporary disturbance in China

Aug <var data-var='date'>17</var>, <var data-var='time'>11:20</var> UTC Resolved - Incident has now been resolved by Microsoft and we can confirm that Viedoc suite is fully operational again. We apologize for the inconvenience. Aug <var data-var='date'>17</var>, <var data-var='time'>10:09</var> UTC Update - We are continuing to monitor for any further issues. Aug <var data-var='date'>17</var>, <var data-var='time'>09:54</var> UTC Monitoring - 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.

France Central outage (Viedoc Europe)

Jul <var data-var='date'>29</var>, <var data-var='time'>17:06</var> UTC Resolved - 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. Jul <var data-var='date'>29</var>, <var data-var='time'>14:11</var> UTC Update - The issue correlates with a data center decommissioning in China and we are continuing to investigate. Jul <var data-var='date'>29</var>, <var data-var='time'>12:07</var> UTC Investigating - We are currently investigating this issue, update coming soon.

Issues in China region

Jul <var data-var='date'>16</var>, <var data-var='time'>09:42</var> UTC Resolved - 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. Jul <var data-var='date'>16</var>, <var data-var='time'>06:53</var> UTC Update - 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. Jul <var data-var='date'>14</var>, <var data-var='time'>14:57</var> UTC 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. Jul <var data-var='date'> 9</var>, <var data-var='time'>21:40</var> UTC Identified - 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.

Viedoc Me Submissions Recorded in UTC Instead of Local Time Zone

Jun <var data-var='date'>17</var>, <var data-var='time'>10:40</var> UTC Resolved - Hotfix 4.95.1 has been released on the EU training and production instances. The incident is now resolved on all instances. Jun <var data-var='date'>16</var>, <var data-var='time'>14:45</var> UTC Update - 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. Jun <var data-var='date'>10</var>, <var data-var='time'>23:31</var> UTC Identified - The issue has been identified and a fix is being implemented. Jun <var data-var='date'>10</var>, <var data-var='time'>18:32</var> UTC Investigating - 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.

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

Jun <var data-var='date'> 6</var>, <var data-var='time'>10:00</var> UTC Completed - The scheduled maintenance has been completed. Jun <var data-var='date'> 6</var>, <var data-var='time'>09:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'> 3</var>, <var data-var='time'>17:07</var> UTC Scheduled - On the 6th of June, the Viedoc suite will be taken offline for technical infrastructure upgrades. During the upgrade the full Viedoc suite will be inaccessible for all users. We will do everything we can to limit the downtime as much as possible. In a worst-case scenario the downtime might last up to approximately 1 hour but will likely be shorter. An announcement will be published on this status page when the upgrade is about to start and as soon as completed.

Planned downtime on CN instance in an upcoming maintenance window

Jun <var data-var='date'> 3</var>, <var data-var='time'>13:23</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'> 3</var>, <var data-var='time'>12:12</var> UTC Monitoring - Temporary operational disturbance observed in the Viedoc suite on the Chinese instance (clinic.viedoc.cn).

Temporary operational disturbance observed on the Chinese instance

May <var data-var='date'>28</var>, <var data-var='time'>06:40</var> UTC Resolved - The incident has been resolved since 06:40 CMT May <var data-var='date'>28</var>, <var data-var='time'>05:30</var> UTC Investigating - Operational disturbance observed in Viedoc suite on the Chinese instance (clinic.viedoc.cn). Investigations are ongoing since 05:20 CMT

Operational disturbance observed on the Chinese instance

May <var data-var='date'>18</var>, <var data-var='time'>10:32</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>18</var>, <var data-var='time'>09:56</var> UTC Update - We are continuing to investigate this issue. May <var data-var='date'>18</var>, <var data-var='time'>09:55</var> UTC Investigating - Operational disturbance observed in Training on the Chinese instance (clinic.viedoc.cn). Investigations are ongoing.

May <var data-var='date'>11</var>, <var data-var='time'>09:54</var> UTC Resolved - This incident was resolved this morning with the release of hotfix version 4.94.1 on both the EU and US instances. May <var data-var='date'> 8</var>, <var data-var='time'>08:22</var> UTC Update - 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. May <var data-var='date'> 7</var>, <var data-var='time'>06:34</var> UTC Update - 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. May <var data-var='date'> 6</var>, <var data-var='time'>09:48</var> UTC Identified - 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.

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

Apr <var data-var='date'>27</var>, <var data-var='time'>19:00</var> UTC Resolved - This incident has been resolved. Apr <var data-var='date'>27</var>, <var data-var='time'>17:42</var> UTC Monitoring - 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. Apr <var data-var='date'>27</var>, <var data-var='time'>17:40</var> UTC Update - 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. Apr <var data-var='date'>27</var>, <var data-var='time'>11:00</var> UTC Investigating - Operational disturbance observed in Viedoc 4 on the European instance (v4.viedoc.net). Investigations are ongoing.

Operational disturbance observed on the European instance

Dec <var data-var='date'>16</var>, <var data-var='time'>15:18</var> UTC Resolved - 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. Dec <var data-var='date'> 9</var>, <var data-var='time'>08:30</var> UTC Update - A fix has been developed and is currently undergoing testing. The fix is planned to be deployed as a hotfix. Dec <var data-var='date'> 5</var>, <var data-var='time'>12:25</var> UTC Identified - 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.

Issues Generating the User Administration Log

Dec <var data-var='date'> 9</var>, <var data-var='time'>12:20</var> UTC Resolved - Since 10.30 CET today text messages are delivered as expected to numbers with country codes previously listed. Dec <var data-var='date'> 9</var>, <var data-var='time'>09:37</var> UTC Investigating - 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.

Sporadic failures with text message delivery in some European countries

Dec <var data-var='date'> 2</var>, <var data-var='time'>08:21</var> UTC Resolved - 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. Dec <var data-var='date'> 1</var>, <var data-var='time'>13:46</var> UTC Monitoring - The email queue is currently being processed, and messages are being delivered, although with a temporary delay. Dec <var data-var='date'> 1</var>, <var data-var='time'>13:10</var> UTC Identified - 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.

Delay in email delivery on US and EU instances

Nov <var data-var='date'>26</var>, <var data-var='time'>09:08</var> UTC Resolved - The queue had been fully processed at around 5.30 PM CET on 2025-11-25. Nov <var data-var='date'>25</var>, <var data-var='time'>14:16</var> UTC Update - The email queue is currently being processed, and messages are being delivered, although with a temporary delay. Nov <var data-var='date'>25</var>, <var data-var='time'>13:31</var> UTC Monitoring - 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.

Delay in email delivery on EU instances

Nov <var data-var='date'>25</var>, <var data-var='time'>01:00</var> UTC Resolved - Operational disturbance observed on the Chinese instance (clinic.viedoc.cn). Resolved

Nov <var data-var='date'>11</var>, <var data-var='time'>11:55</var> UTC Resolved - 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.

Cancellation of the 4.89 Release for CN Instances

Nov <var data-var='date'> 2</var>, <var data-var='time'>22:30</var> UTC Resolved - From approximately 23.44 UTC to 23.54 UTC, users faced issues logging in to the European production instance. Investigations to find the root cause are ongoing. No other instances were affected.

Login issues on EU production instance

Sep <var data-var='date'> 3</var>, <var data-var='time'>14:27</var> UTC Resolved - Since approximately noon CEST, emails triggered from the EDC has been delivered as expected. Sep <var data-var='date'> 3</var>, <var data-var='time'>11:25</var> UTC Monitoring - A fix has been implemented and emails are now being sent as expected. We will continue to monitor the situation. Sep <var data-var='date'> 3</var>, <var data-var='time'>08:49</var> UTC Identified - The issue has been identified and a fix is being implemented. Sep <var data-var='date'> 2</var>, <var data-var='time'>13:56</var> UTC Investigating - Emails triggered from EDC actions in Viedoc has been failing sporadically on the EU production instance since approximately 9AM CEST 2025-09-02. No other instances are affected. Investigations are ongoing.

Sporadic email failures on EU production server

Aug <var data-var='date'>30</var>, <var data-var='time'>10:00</var> UTC Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>30</var>, <var data-var='time'>09:00</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>12</var>, <var data-var='time'>10:12</var> UTC Scheduled - On the date specified below, the Viedoc suite will be taken offline for technical infrastructure upgrades. During the upgrade the full Viedoc suite will be inaccessible for all users. We will do everything we can to limit the downtime as much as possible. In a worst-case scenario the downtime might last up to approximately 1 hour but will likely be shorter. An announcement will be published on this status page when the upgrade is about to start and as soon as completed. CN instance 30th of August 09:00 - 10:00 UTC (11:00 - noon CEST)

Aug <var data-var='date'>28</var>, <var data-var='time'>13:11</var> UTC Resolved - 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. Aug <var data-var='date'>25</var>, <var data-var='time'>11:29</var> UTC Investigating - 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.

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

Aug <var data-var='date'>19</var>, <var data-var='time'>18:32</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'>19</var>, <var data-var='time'>18:07</var> UTC Monitoring - Access to Chinese instance is stable again. Continue monitoring status. Aug <var data-var='date'>19</var>, <var data-var='time'>17:38</var> UTC Investigating - 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.

Intermittent network disturbance to reach the Chinese instance

Jul <var data-var='date'>25</var>, <var data-var='time'>13:32</var> UTC Resolved - 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. Jul <var data-var='date'>23</var>, <var data-var='time'>15:17</var> UTC Investigating - There have been reports of degraded eTMF performance (slow load times) on the Europe server. The root cause is currently under investigation.

eTMF performance degradation on Europe server.

Jul <var data-var='date'>24</var>, <var data-var='time'>13:00</var> UTC Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>24</var>, <var data-var='time'>12:30</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>24</var>, <var data-var='time'>11:39</var> UTC Scheduled - Due to performance issues, Viedoc TMF on EU training and production servers will be restarted. Expected downtime: max 30 minutes between 14:30 and 15:00 CEST

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Lastest published events

Sporadic Email Failures on EU Production Instance

Temporary disturbance in China

France Central outage (Viedoc Europe)

Viedoc Services, Components and Regions

Recent Viedoc events

Sporadic Email Failures on EU Production Instance

Temporary disturbance in China

France Central outage (Viedoc Europe)

Issues in China region

Viedoc Me Submissions Recorded in UTC Instead of Local Time Zone

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