Issues in China region

Incident Report for Viedoc

Postmortem

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.

Posted Jul 31, 2026 - 13:31 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.

Posted Jul 29, 2026 - 17:06 UTC

Update

The issue correlates with a data center decommissioning in China and we are continuing to investigate.

Posted Jul 29, 2026 - 14:11 UTC

Investigating

We are currently investigating this issue, update coming soon.

Posted Jul 29, 2026 - 12:07 UTC

This incident affected: Viedoc 4 - China (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)).