Document intelligence down

Question

Document intelligence down

Louis-Philippe Redaud 65

I'm using document intelligence, ressource is in EAST US. Ressource health says everything is good. Same on services status, everything green!

I'm using DI in production and this is one among many:

User's image

Absolutely nothing says ressource is down or in maintenance...

It just stopped working all of a sudden.

Thanks for the help

Bharath Sekar 5 Reputation points

2025-06-17T00:44:39.2966667+00:00

Yes, the status returned is running. There are no errors reported in the status. This is happening from around 3 PM Eastern approximately. Is there any ETA on this?
Philip Traugott 50 Reputation points

2025-06-17T11:01:46.8833333+00:00

There are multiple threads on this same topic in this forum. It's not specific to one person's browser or instance. Our company is experiencing the same issue. Custom extraction model on current and previous API version will not return result in the USEAST region.
Bharath Sekar 5 Reputation points

2025-06-17T11:04:41.1633333+00:00

The issue still exist and the API is called in the backend and there are no browser caches to be cleared here. This is impacting us and we need it to be resolved. Did you investigate the resources in USEast. To be specific the prebuilt mode that we are using is id document verification model.
Bharath Sekar 5 Reputation points

2025-06-17T11:05:38.3833333+00:00

There are no network issues as the status returned by the service is "running"

Ankitesh Jha 0

i confirm its down. and getting this error

when called from the API.

{
    "status": "failed",
    "createdDateTime": "2025-06-17T04:16:09Z",
    "lastUpdatedDateTime": "2025-06-17T04:16:09Z",
    "error": {
        "code": "InternalServerError",
        "message": "An unexpected error occurred.",
        "details": [
            {
                "code": "InternalServerError",
                "message": "An unexpected error occurred."
            }
        ]
    }
}

Ankitesh Jha 0 Reputation points

2025-06-17T11:06:45.1666667+00:00

and yes its in us region again... not anywhere else.
Ankitesh Jha 0 Reputation points

2025-06-17T11:38:39.8933333+00:00

This is critical for our business, and its causing problems.
Philip Traugott 50 Reputation points

2025-06-17T13:30:22.2766667+00:00

For us it started working again at 6:35am CST
Louis-Philippe Redaud 65 Reputation points

2025-06-17T13:32:38.4866667+00:00

It's working again...
Bharath Sekar 5 Reputation points

2025-06-17T17:15:51.8933333+00:00

I ended up moving the resource to USWest and it started working
Ankitesh Jha 0 Reputation points

2025-06-18T03:00:52.1366667+00:00

i confirm it works now...
santoshkc 15,435 Reputation points Microsoft External Staff Moderator

2025-06-18T11:33:31.2866667+00:00

Hi @Louis-Philippe Redaud,

I'm glad to know that your issue has been resolved. And thanks for sharing the information, which might be beneficial to other community members reading this thread as solution. Since the Microsoft Q&A community has a policy that "The question author cannot accept their own answer. They can only accept answers by others ", so I'll convert the previous response to an answer in case you'd like to accept the answer. This will help other users who may have a similar query find the solution more easily. If you have any further questions or concerns, please don't hesitate to ask. We're always here to help.

2 answers

Your answer

Bharath Sekar 5 Reputation points

2025-06-17T00:44:39.2966667+00:00

Yes, the status returned is running. There are no errors reported in the status. This is happening from around 3 PM Eastern approximately. Is there any ETA on this?
Philip Traugott 50 Reputation points

2025-06-17T11:01:46.8833333+00:00

There are multiple threads on this same topic in this forum. It's not specific to one person's browser or instance. Our company is experiencing the same issue. Custom extraction model on current and previous API version will not return result in the USEAST region.
Bharath Sekar 5 Reputation points

2025-06-17T11:04:41.1633333+00:00

The issue still exist and the API is called in the backend and there are no browser caches to be cleared here. This is impacting us and we need it to be resolved. Did you investigate the resources in USEast. To be specific the prebuilt mode that we are using is id document verification model.
Bharath Sekar 5 Reputation points

2025-06-17T11:05:38.3833333+00:00

There are no network issues as the status returned by the service is "running"
Ankitesh Jha 0 Reputation points

2025-06-17T11:06:11.54+00:00

i confirm its down. and getting this error

when called from the API.

{ "status": "failed", "createdDateTime": "2025-06-17T04:16:09Z", "lastUpdatedDateTime": "2025-06-17T04:16:09Z", "error": { "code": "InternalServerError", "message": "An unexpected error occurred.", "details": [ { "code": "InternalServerError", "message": "An unexpected error occurred." } ] } }
Ankitesh Jha 0 Reputation points

2025-06-17T11:06:45.1666667+00:00

and yes its in us region again... not anywhere else.
Ankitesh Jha 0 Reputation points

2025-06-17T11:38:39.8933333+00:00

This is critical for our business, and its causing problems.
Philip Traugott 50 Reputation points

2025-06-17T13:30:22.2766667+00:00

For us it started working again at 6:35am CST
Louis-Philippe Redaud 65 Reputation points

2025-06-17T13:32:38.4866667+00:00

It's working again...
Bharath Sekar 5 Reputation points

2025-06-17T17:15:51.8933333+00:00

I ended up moving the resource to USWest and it started working
Ankitesh Jha 0 Reputation points

2025-06-18T03:00:52.1366667+00:00

i confirm it works now...
santoshkc 15,435 Reputation points Microsoft External Staff Moderator

2025-06-18T11:33:31.2866667+00:00

Hi @Louis-Philippe Redaud,

I'm glad to know that your issue has been resolved. And thanks for sharing the information, which might be beneficial to other community members reading this thread as solution. Since the Microsoft Q&A community has a policy that "The question author cannot accept their own answer. They can only accept answers by others ", so I'll convert the previous response to an answer in case you'd like to accept the answer. This will help other users who may have a similar query find the solution more easily. If you have any further questions or concerns, please don't hesitate to ask. We're always here to help.

Answer 1

Philip Traugott 50

Here is a summary of the situation: An issue was reported with Azure Cognitive Services, where API calls are failing, resulting in production failures with Azure Document Intelligence jobs.

Currently, the Microsoft Support Engineer is actively following up with the Product Team to provide Root Cause Analysis (RCA) updates. Further updates will be provided as they become available.

Answer 2

santoshkc 15,435 Microsoft External Staff Moderator

Hi @Louis-Philippe Redaud,

We tried to reproduce the issue on our end but was able to access the Document Intelligence service without any issues. This might be an intermittent issue, possibly caused by a temporary network or server-side problem.

Please try again after some time. Additionally, clearing your browser's cache and cookies or using a different browser may help resolve the problem.

Thank you.

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Document intelligence down

2 answers

Your answer