Service Alerts

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Research Computing Website Downtime 27 June 2020

June 27, 2020 9:00 am to 2:00 pm

Server maintenance was completedfor this website on Saturday, December 7th, 2019 from 9:00AM to 2:00PM EDT. This website may have been offline for a short time during the maintenance window.

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MGB REDCap: Scheduled Downtime

June 26, 2020 1:07 pm to 4:07 pm

REDCap ( server maintenance is scheduled for Saturday, June 27th, 2020 from 9:00AM to 3:00PM ET.

Please expect REDCap to be down for a short time during the maintenance window.

If you have any concerns about this scheduled maintenance, please email

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Updates to ERIS Customer Service Ticketing Workflows

July 1, 2020 7:00 am to 8:45 am

Starting July 1, 2020, you’ll notice a different auto-reply when emailing for support. The full text of your email inquiry will be provided back to you in the Description section of the auto-generated email. An IS Service Desk ticket number and link to view the status will also be provided. The auto-reply will come from IS Service Desk <>. You can continue to reply to this auto-generated email to correspond with ERIS regarding your ticket. 

This change completed on Wednesday, July 1 around 8:45a.m.

Before July 1, 2020
This is an example of what you receive when you email

Starting July 1, 2020 at 8:45a.m.
This is an example of what you will receive when you email

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Simches Data Center Power Shutdown CNPZ 3rd Floor

July 10, 2020 11:00 pm to July 11, 2020 8:00 am
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In order to perform corrective repairs and predictive maintenance, it will be necessary to power down the uninterruptible power supply unit (UPS) that supplies power to the third floor data center in the Simches building (185 Cambridge Street). Unfortunately, the electrical system wasn’t installed with a maintenance power bypass feeder. This stated, all IT hardware within the data center will need to be powered down for ten hours starting Friday night July 10th from 11pm to Saturday morning July 11th at 8am.  

The corrective repairs are to replace a faulty monitoring / control logic board and we are performing scheduled maintenance to replace the AC/DC capacitors and air flow fans. All of this work requires a full power down of the (UPS) unit.

Additional Services Impacted:

  • Crasphlan Backup

If you have any questions, please open a ticket with the IS Service Desk

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IAAS Team Completed Maintenance for Wednesday June 3, 2020

June 3, 2020 8:01 pm to 11:01 pm
The IAAS team completed our maintenance scheduled for Wednesday, June 3, 2020, and all VM's identified in this maintenance were rebooted and all are back online and functioning. 
Please visit or call 617-726-5085 to report any questions, concerns or issues
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MGB REDCap Export Issues

May 31, 2020 12:40 pm

Due to unexpected issues with this yesterday's scheduled maintenance, REDCap is currently experiencing problems with exporting data, uploading files, and submitting electronic signatures. 

EDC Support is working to resolve these issues. 

If you have any questions, please email

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Cybersecurity Threats Targeting COVID-19 Research Organizations

May 14, 2020 10:00 am

People’s Republic of China (PRC) Targeting of COVID-19 Research Organizations
13 May, 2020

The Federal Bureau of Investigation (FBI) and Cybersecurity and Infrastructure Security Agency (CISA) issued an announcement to raise awareness of the threat to COVID-19-related research. 

The FBI and CISA urge all organizations conducting research in these areas to maintain dedicated cybersecurity and insider threat practices to prevent surreptitious review or theft of COVID-19-related material. 


  • Assume that press attention affiliating your organization with COVID-19 related research will lead to increased interest and cyber activity.
  • Patch all systems for critical vulnerabilities, prioritizing timely patching for known vulnerabilities of internet-connected servers and software processing internet data.
  • Actively scan web applications for unauthorized access, modification, or anomalous activities.
  • Improve credential requirements and require multi-factor authentication.
  • Identify and suspend access of users exhibiting unusual activity.

MGB Information Security recommends that you take the following actions to secure your research data and other critical information:

  • Store research data on hospital approved storage, e.g., Dropbox, One drive, Home drive, etc.   
  • Question emails that may be phishing attempts and do not click links or attachments from external senders unless you can validate authenticity.
  • Ensure laptops and mobile devices are encrypted and systems are up to date with security patches.  
  • Do not use unsupported operating systems, e.g., Windows 7 and Windows Server 2008.

Please see the memo from MGB Information Security and the full FBI alert. Please contact or if you have any questions or concerns.

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Update Zoom to the Latest Version

May 7, 2020 12:33 pm to 3:33 pm

To safeguard against Zoom security vulnerabilities, please update your Zoom application using the instructions below. You must check for updates on a regular basis to thwart zoom exploits. Zoom will be requiring an update to version 5.0 by May 30 to address any known shortcomings.

If you have any questions or concerns, please contact the IS Service Desk. See also, Zoom Use Guidelines in the Remote Work Toolkit on the Pulse.

Windows & Mac:

  • Once the Zoom Meetings Client is launched, click on your user icon on the top right.
  • From the drop down menu click 'Check for Updates.'
  • If new updates are available, a message will appear that says 'Update Available'. Click on 'Update' to install.

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Home drive (H:\) transition from CIFS2 to CIFSHD

May 17, 2020 1:00 am to 5:00 am

This change only applies to Home Drives and does not impact shared file areas (SFAs). On 5/17/2020, Home Drives (H:) will be moved. For most users, there is no change in how you access your home drive. You will see the new name and location as H CIFSHD HOMEDIR. This change only applies to Home Drives and does not impact shared file areas (SFAs).

All VPN users and all users who access Home (H:) drives on a Mac, non-standard Windows PC or personal computer, must update drive mappings to the new name of CIFSHD before 5/17 to ensure continued access. 

A brief outage will occur where you will be unable to access your home drive between 1 AM and 5 AM, Sunday morning 5/17/2020; during the normal ISM maintenance window. 

Please read the full FAQ in the Knowledge Base and contact the IS Service Desk if you have any questions or concerns.

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REDCap Scheduled Downtime

April 22, 2020 12:04 pm

REDCap Upgrades to v.9.5.23 Scheduled:

REDCap ( upgrades to v9.5.23 scheduled for Tuesday April 28th, 6:30AM ET are complete. REDCap was offline from 6:39-7:09AM ET.

This upgrade includes a number of new features and bug fixes. 

Full release notes

New Features and Major Bug Fixes

If you have any concerns about REDCap being offline at this time or any questions about these new features, please email

REDCap and COVID-19

Since mid-March, there are currently over 40 protocols using REDCap for COVID-19 initiatives in over 175 projects. EDC Support is prioritizing such projects due to their importance and urgency. Such projects should be aware of the downtime during the upcoming upgrades and should communicate this with any external users. 

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Phishing Alert: COVID-19 Tracker App Laced with Ransomware Targets Android Users

April 15, 2020 10:40 am

Yet another COVID-19 related scam is circulating the web. This time, users who stumble upon the malicious website "coronavirusapp[.]site" are told to download an Android app that will give them access to a Coronavirus map tracker. The app claims to have tracking and stats about COVID-19, including a heatmap.

Once a user clicks the link on the malicious website, it downloads the application and ransomware. The ransomware, named "CovidLock," locks the user out of their phone and requests $100 in bitcoin in 48 hours or else they will erase the phone's memory and leak the user's social media accounts.

How do I stay Safe & Secure?

  • Only download trusted applications from the Google Play store or Apple App Store.
  • Use only verified information sources from government and research institution’s websites.
  • Don't click on any suspicious links or download attachments from emails or websites that are COVID-19 or health related.
  • Report any suspicious emails to


See more Phishing Alerts:

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Confluence is back up

April 12, 2020 8:52 am to 11:52 am

This incident has been resolved. 

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Proxy Service is Down - Resolved

April 7, 2020 9:56 am to 12:56 pm

The ERIS Infrastructure team resolved the proxy issue. All sites are working.

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Have you set up Okta/Secure Log In?

March 19, 2020 12:47 pm

Okta Authentication Okta (Secure Log In) allows you to verify your identity when connecting to network resources remotely. 

How do I register a phone?
Phones are registered when a user first sets up their Partners password in Password Self Service.  If needed, you can update your phone number in Password Self-Service at

Visit the Knowledge Base to learn more:

INFO: Secure Log In Overview and FAQs

HOWTO: Resetting a Forgotten or Expired Partners Password

HOWTO: Phone Number Registration

HOWTO: Secure Log In using Okta Verify

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COVID-19 IT Response Updates

March 13, 2020 3:14 pm

In preparation for working remotely or from home, there are several resources to guide you.

* The Partners Pulse and the IS Service Desk require login with Partners username and password and Secure Log in (Okta or 2-factor) when off network.

Read Additional system-wide changes made to broaden timely access to these resources​ (Login with Partners username and password required.)

Check back for updates. Contact your IS Service Desk for assistance.

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Proxy Server is Up and Online

March 10, 2020 3:28 pm to 4:00 pm

The problem with the proxy server has been resolved.

Please contact if you have any questions


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REDCap Scheduled Downtime

February 27, 2020 3:13 pm

REDCap ( server maintenance was completed on Saturday, February 29th, 2020 from 9:00AM to 12:00PM ET.

REDCap was down for a short time during the maintenance window.

If you have any concerns about this scheduled maintenance, please email

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Completed Non-Production Patching for February 2020

February 19, 2020 12:00 pm to February 20, 2020 6:00 pm

The ERIS Infrastructure team has completed patching of the ERIS DIPR non-production environments.

Please contact with any issues or concerns.


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ERIS Patching Schedule for February 2020

February 19, 2020 12:00 pm to February 29, 2020 6:00 pm

ERIS Patching Schedule for February 2020

This is a reminder that the ERIS Infrastructure team will be patching both Non-Production and Production VM’s and Systems during the last 2 weeks in February 2020.

We are changing the schedule for the non-production nodes from the last Wednesday of the month to Wednesday and Thursday of the third week of each month. Non-production nodes, servers and VM’s that begin with the letter A – K will be patched on the 3rd Wednesday of each month, and nodes, servers, and VM’s that begin with the letter M – Z will be patched on the 3rd Thursday of each month. The production patching schedule will remain on the last Saturday of the month.

Below are the dates and times for the February patching process:

  • Non-production VM’s A-K:  Wednesday, February 19th from 12pm - 8PM
  • Non-production VM’s L-Z:  Thursday, February 20th from 12pm - 8PM
  • Production VM’s:                Saturday, February 29th from 9AM – 6PM


Applications, Databases, Systems and VM’s will experience downtime when the database servers are patched when the ERIS proxy server is patched and again when the application VM's are patched. Each downtime should be short however, applications could experience 3 outages during the maintenance window.

Service Level Reminders

ERIS strives to keep all systems up to their most current and/or stable revisions. Please visit to review the full ERIS Service Level Agreement.

Server owners are responsible for maintaining the applications running on DIPR VMs and systems, ensuring the applications are patched and comply with Partners Information Security Practices and Policies. Server owners are responsible for the backup of critical configurations in case of a failure.

Please contact if you have any questions

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EndNote and macOS 10.15 Catalina Compatibility

January 29, 2020 10:51 am

If you use EndNote on your Mac, please review compatibility before upgrading.

  • X8 and earlier: These are 32-bit and will not be compatible.
  • X9: An update is required prior to upgrade. 

See additional information on the EndNote website.

Please see An Update Regarding macOS 10.15 Catalina for additional guidance.

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Microsoft Windows Patch Tuesday

January 14, 2019 9:00 am

Did you know that Microsoft regularly releases security patches for its software products on the second Tuesday of every month? How frequently do you update your computer?

This month, Microsoft introduces patches for critical flaws and vulnerabilities that require you to patch as soon as possible.

Here is some guidance to keep your device secure and your Microsoft software up to date and running smoothly.

Do I need to make changes on my computer?

  • Not if you use a Partners standard Windows computer (those with the asset tag, yellow lock and Partners' screensaver). The updates are run for you and devices are usually patched the Friday following Patch Tuesday. Both Microsoft and Adobe products are typically updated at this time. This can change if there is a significant freeze in place. 
  • Yes, you need to run updates if you use a non-standard Windows, Macintosh or personally-owned device for Partners' business. ​It is your responsibility to keep your device and software up to date. 

See HOWTO: Run Windows Updates for additional instructions.

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REDCap Service Alert: Service Issues

January 15, 2020 3:52 pm

January 25th, 2020 Update: REDCap experienced additional database issues beginning Thursday afternoon around 5:30. Issues were resolved on Friday morning at 9:30. 

We're experiencing intermittent REDCap Service issues due to increased demand on the REDCap servers. If you're an API user and have large jobs running during peak work hours (7AM to 5PM), please move those request to off hours. This is the primary cause of our REDCap slow downs.

We have expanded our infrastructure to accommodate the increased use of REDCap. We are actively working to improve our servers, but we do need help from all our users to optimize their API calls and remember this is a shared resource.

REDCap will be taken offline tonight, January 15th, 2020 at 8:00PM ET. Downtime will be approximately 30 minutes.

If you have any questions about this, please contact

We have started to reach out to API users directly to help alleviate impact on the systems.

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Completed Patching for January 11, 2020

January 11, 2020 9:00 am to 2:00 pm

The ERIS Infrastructure team has completed the patching of the DIPR production servers and VM’s for today. Please connect to your server or VM and validate that your applications and systems are working. 

Our next scheduled patching event will occur at the end of January, and starting in February we will move our Non-Production patching to the third Wednesday of the month and continue our Production patching on the last Saturday of the month.

  • January 29,  2020     Patching Non-Production VM's   10:00am - Finish
  • February 1,  2020     Patching Production VM's             9:00am - 3:00pm
  • February 19, 2020     Patching Non-Production VM's  10:00am - Finish
  • February 29, 2020     Patching Production VM's            9:00am - 3:00pm
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REDCap Service Alert: Issues with Slowness and Data Submission

January 10, 2020 10:49 am


REDCap ( is currently experiencing issues with general slowness and data being submitted. 

The appropriate teams are working to resolve these issues.

If you have any concerns, please email


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REDCap Emergency Offline Starting 6 Jan 2020

January 6, 2020 2:30 pm to January 7, 2020 8:00 pm

REDCap ( is now back online. REDCap was offline from 10:40AM-2:00PM while the data was migrated from one server to another.

We recommend that users review their projects for any data entered between yesterday January 6th beginning around 2:30PM until REDCap was brought offline today at 10:40AM.

The root cause of this issue was database related. As soon as it was determined that there were continued data submission issues, a decision was made by the EDC Support team to take REDCap offline, migrate and optimize a new database server. 

FAQs When REDCap is Offline

If you have any concerns, please email