Service Alerts

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Freezerworks: Scheduled Downtime

April 18, 2018 4:42 pm

Partners HealthCare FreezerWorks: Expected Downtime and Maintenance

On Thursday April 18th from 8 pm to midnight (EST), the Freezerworks application will be taken offline for maintenance. We apologize for any inconvenience during this interruption.

If you have any questions or concerns about email: edcsupport@partners.org

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Freezerworks Unexpected Outage: 4/12/2018

April 12, 2018 9:56 am

The system was taken offline from Tuesday, April 11th through Friday, April 13th while our technical team worked with the vendor on identifying and resolving the issues.

ACTION REQUIRED BY FREEZERWORKS USERS  

Freezer inventory data that was entered should be reviewed during the past 7 days (April 5th - April 12th). The data may need to be re-entered. 

We apologize for any inconvenience during this interruption. 

If you have any questions or concerns about email: edcsupport@partners.org

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Freezerworks: Unexpected Outage: 4/10/2018

April 10, 2018 2:27 pm

Partners HealthCare FreezerWorks: Application Online

Freezerworks users were unable to access this application from approximately 10:30 AM - 2:30 PM. After this unexpected downtime, our technical team was able to rebuild the database.

ACTION REQUIRED BY FREEZERWORKS USERS  

If there are any customized fields that are no longer visible or accessible, please create a ticket and we will address it. 

Again, we apologize for any inconvenience during this interruption.  

If you have any questions or concerns about email: edcsupport@partners.org

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rc.partners.org Website Maintenance

April 3, 2018 6:30 am - 6:55 am

Research IS & Computing website maintenance was completed on Tuesday, April 3 starting at 6:30a.m. The rc.partners.org will be offline between 6:45-6:55a.m. EDT for bug fixes and security updates.

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Confluence Downtime and Upgrade

March 25, 2018 7:00 am - 10:00 am

UPDATE: CONFLUENCE MAINTENANCE HAS BEEN COMPLETED. ALL SERVICES ARE RUNNING NOMINALLY (updated 1:25pm)

UPDATE: CONFLUENCE MAINTENANCE EXTENDED UNTIL 1:30PM (updated 12:37pm)

UPDATE: CONFLUENCE IS DOWN FOR SCHEDULE MAINTENANCE (updated 10:30am)

UPDATE: THIS HAS BEEN RESCHEDULED FOR 10:30AM EST - 12:30PM EST SUNDAY, MARCH 25TH

Confluence will be down for maintenance on Sunday, March 25th from 7:00am EST to 10:00am EST as we upgrade from 5.9.11 to 6.7.2

Please see CHG0125598 for more information

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MySQL Outage

March 17, 2018 1:04 pm - March 20, 2018 12:04 pm

The mysql service went down over the weekend. All mysql databases hosted on mysql3.research.partners.org were down from 1:30pm on Saturday March 17, 2018 through Sunday March 18th at 9:30am. Please check your applications and database connections for all instances on mysql3.research.partners.org.

Please contact rcc@partners.org if you have any questions or concerns.

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SSH Bastion Update

March 16, 2018 12:45 pm - 12:50 pm

SSH (Secure Shell) Bastion Server, ssh3.partners.org, was unavailable on Friday, March 16, 2018 from 12:45-12:50p.m. to apply patches.

A system reboot interrupted SSH connections during that time. 

Please contact rcc@partners.org if you have any questions or concerns.

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DST Calendar Display Bug in Outlook

March 11, 2018 6:00 am - March 17, 2018 11:00 pm

We are seeing a bug in the Microsoft Outlook full client application where this week’s calendar "Week" view is not displaying the time correctly after Daylight Savings time. This will be resolved after Saturday, March 17, 2018, but you can view the "Work Week", "Daily" or "Monthly" views as workarounds. Learn more about this bug and the workarounds here:

https://www.slipstick.com/outlook/calendar/time-zone-dst-calendar-display-bug-in-outlook/

 

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REDCap Scheduled Downtime

March 2, 2018 11:02 am

REDCap (https://redcap.partners.org/redcap) required a security patch be applied, which was scheduled for tonight Friday, Mar. 2nd at 8:30 PM EDT.  REDCap was down from 8:41 to 8:45 PM EDT.

If you have any concerns about this scheduled maintenance, please email edcsupport@partners.org

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FreezerWorks: Scheduled Downtime

February 27, 2018 8:30 pm - 8:45 pm

Partners HealthCare FreezerWorks: Scheduled Downtime On Tuesday, February 27, 2018 approximately between 8:30 - 8:45 pm EST, the FreezerWorks system was temporarily unavailable.

Freezerworks system administrators were unable to create and manage User Defined Fields (UDFs) and we addressed this by restarting the server. Group data should not have been impacted during this time.

ACTION REQUIRED BY FREEZERWORKS OWNERS

  • If you need assistance in creating a User Defined Field, please create a ticket and we will address it.

We apologize for any inconvenience you may have experienced during this brief interruption. If you have any questions or concerns about email: edcsupport@partners.org

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RFANFS File Server Reboot

February 28, 2018 5:30 pm - 5:40 pm

The ERIS RFANFS File Server (rfanfs.research.partners.org) was rebooted and CPU added to increase speed and performance for connected systems on Wednesday, February 28, 2018 at 5:30p.m. EST. The maintenance took less than ten minutes.

While work was underway, any applications and systems that rely on storage associated with this server were unable to connect to the server. 
 
RFANFS (rfanfs.research.partners.org) is the file server that provides linux-based nfs and Samba sharing for the ERIS Research Interactive Storage service. 
 
Actions Required 

  • After the maintenance, we strongly encourage you to check the status of your system(s). If you find one unresponsive, reboot or remount the storage.

If any issues persist, please contact rcc@partners.org and we'll address the problem. 

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REDCap: Scheduled Downtime

February 22, 2018 3:35 pm

REDCap (https://redcap.partners.org/redcap) requires server maintenance which is scheduled for Sunday, Feb. 25th at 10:00 AM EDT.  Expected downtime is 4 hours.

Please click here for more details. 

If you have any concerns about this scheduled maintenance, please email edcsupport@partners.org

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DIPR File Server Replacement Completed

February 22, 2018 5:00 pm - 5:45 pm

The ERIS DIPR File Server (fs.dipr.partners.org) was unexpectedly rebooted this morning between 8:55a.m. - 9a.m. on Thursday, February 22, 2018 indicating a potential hardware issue. To address this, the ERIS DIPR File Server (fs.dipr.partners.org) was moved to a new Virtual Machine (VM) starting at 5p.m. today, Thursday, February 22, 2018. This work took less than an hour to complete.

During this maintenance window, any applications and systems that have storage associated with this server will be offline.

ERIS DIPR File Server (fs.dipr.partners.org) is the nfs file server which provides mounted storage to our DIPR environment.

Action Required

  • Please check if you are using the Fully Qualified Domain Name (FQDN) or the IP Address to connect to this server. If you are using the IP Address, please replace it with the Domain Name, fs.dipr.partners.org
  • We strongly encourage you to check the status of your VM once the scheduled work concludes. If you find one unresponsive, reboot or remount the storage.

If any issues persist, please contact rcc@partners.org and we'll address the problem.

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rc.partners.org Website Downtime

February 25, 2018 10:20 am - 10:30 am

This Research IS & Computing website, https://rc.partners.org, was offline for ten minutes during MySQL3 Server Updates

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MySQL3 Server Updates

February 25, 2018 10:20 am - 10:30 pm

Applies to: All databases and systems connecting to the MySQL hosted database system, mysql3.research.partners.org

The MySQL server, mysql3.research.partners.org, was updated on Sunday, February 25, 2018 between 10:20a.m. - 10:30a.m. EST.

Impact
All databases hosted on mysql3.research.partners.org were offline during this maintenance window. 

Action required
If you are the owner of a database on mysql3.research.partners.org, we strongly encourage you to take your system offline before the maintenance window and reconnect once the work is complete.

Please contact rcc@partners.org if you have any questions or concerns.

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RFANFS File Server Replacement

February 25, 2018 10:00 am - 8:25 pm

The migration of ERIS RFANFS File Server (rfanfs.research.partners.org) to a new Virtual Machine (VM) completed on Sunday, February 25, 2018 starting at 8:25p.m. EST. 

Since 10a.m. EST on Sunday, February 25, 2018, any applications and systems that rely on storage associated with this server were unable to connect to the server. 
 
RFANFS (rfanfs.research.partners.org) is the file server that provides linux-based nfs and Samba sharing for the ERIS Research Interactive Storage service. 
 
Actions Required 

  • Please check if you are using the Fully Qualified Domain Name (FQDN) or the IP Address to connect to this server. If you are using the IP Address, please replace it with the Domain Name, rfanfs.research.partners.org
  • We strongly encourage you to check the status of your system(s). If you find one unresponsive, reboot or remount the storage.

If any issues persist, please contact rcc@partners.org and we'll address the problem. 

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An Update Regarding Apple's macOS High Sierra

February 5, 2018 10:00 am - February 5, 2019 11:00 am

The PEAS team is pleased to inform you that you may now upgrade to macOS High Sierra 10.13.3 in the Enterprise. Please note that due to changes to the file system in High Sierra, we strongly recommend you complete a backup prior to upgrading. If you choose to upgrade, you must update the following applications after upgrading to ensure Partners services will continue to function. These apps are available for download in the PEAS Self Service application. Visit our Knowledge Base article on Self Service for Macs for more instructions. 

  1. VPN - Cisco AnyConnect VPN Client Version 4.5.02036
  2. Citrix - Citrix Receiver Version 12.8
  3. Java - Java Version 8 Update 161
     

The PEAS team also recommends that you verify the compatibility of any non-enterprise software you use with macOS High Sierra prior to upgrading. Devices at Assembly Row will no longer fail the Macintosh Encryption Compliance check. Apple, and therefore Partners, only supports the current OS and two versions prior, so with the release of High Sierra, the only compatible Mac OSs are High Sierra (2017)Sierra 10.12 (2016) or El Capitan 10.11 (2015). If you are running a Mac OS older than El Capitan, please view our webpage on how to Update Your Mac or contact the Service Desk if you need assistance with an upgrade. Outdated Mac operating systems introduce risk to your data and to the enterprise as they are not patched for security vulnerabilities and do not comply with Partners policies.

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Accessing Partners Web-based Apps from Outside the Partners Network

February 14, 2018 6:00 am

Partners will soon upgrade the software used to log in to Partners web-based applications. When you are off the Partners network and accessing Partners web-based applications, you’ll find it easier to confirm your identity by SMS text message or phone call.

Applies to: All Users
Broadcast: Coming Soon - Improvements in How You Access Partners Web-based Applications from Outside of the Partners Network

On February 7th, Partners will upgrade the software used to log in to Partners web-based applications. When you are off the Partners network and accessing Partners web-based applications, you’ll find it easier to confirm your identity by SMS text message or phone call.

What are some of the changes?

You’ll be able to request and enter your confirmation code on a single screen (see image below).
If you check the box next to Do not challenge me on this device again, you will be able to access most applications without entering a code at each login.  Due to security policies, other applications will require a code with each login. 

 What are a few applications that use Secure Log In?      

  • HealthStream
  • Microsoft Office 365 applications
  • Kronos
  • ServiceNow and the IS Service Desk website

Later this spring, advanced features will be added to make external login even easier.  More information can be found in article KB0032197 or by contacting the IS Service Desk.  

 

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Microsoft SQL Maintenance on PHSSQL2023

February 15, 2018 6:00 pm - 7:00 pm

Applies to
All databases and systems connecting to the Microsoft SQL hosted database system, PHSSQL2023.

The Microsoft SQL server, PHSSQL2023, was migrated to new hardware on Thursday, February 15, 2018 between 6-7p.m.EST.

PHSSQL2023 is hosted on infrastructure maintained by the Infrastructure Technology Services (ITS) team. These virtual servers will be copied to new hardware. This happens periodically as older hardware ages out, but nothing will change with respect to the virtual server configuration.

Action required
If you are the owner of a database on PHSSQL2023, we strongly encourage you check and reconnect your system(s).

Please contact rcc@partners.org if you have any questions or concerns.

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PostgreSQL Maintenance Completed

January 28, 2018 10:00 am - 12:00 pm

Applies to
All databases and systems connecting to the PostgreSQL hosted database system, pgsql2.research.partners.org

The pgsql2.research.partners.org server was updated on Sunday, January 28, 2018 between 10a.m. - 12p.m. EST to apply security patches and updates.

During this maintenance window, any databases associated with this server were offline.

Action required
If you are the owner of a database on pgsql2.research.partners.org, we strongly encourage you check and reconnect your system if needed.

Please contact rcc@partners.org if you have any questions or concerns.


To minimize disruption, ERIS will complete all non-critical changes such as patching, firmware updates, etc. on the last Sunday of every month from 8a.m. to 8p.m. The exact schedule outlined in the Knowledge Base. There have been a few adjustments for holidays and to avoid conflict with the Monthly Information Systems Maintenance (ISM) window. 

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rc.partners.org Website Maintenance Completed

January 28, 2018 10:00 am - 11:00 am

Research IS & Computing website maintenance was completed on Sunday, January 28, 2018 between 10-11a.m. EST. The site was offline for approximately 15 minutes to apply security updates.

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DIPR File Server Maintenance

January 28, 2018 10:00 am - 5:00 pm

Work to move the ERIS DIPR File Server (fs.dipr.partners.org) to a new Virtual Machine (VM) completed today, Sunday, January 28, 2018,  around 5p.m. EST.

Services are now online.
 
ERIS DIPR File Server (fs.dipr.partners.org) is the nfs file server which provides mounted storage to our DIPR environment.
 
Actions Required for DIPR VM Owners

  • Please check if you are using the Fully Qualified Domain Name (FQDN) or the IP Address to connect to this server. If you are using the IP Address, please replace it with the Domain Name, fs.dipr.partners.org
  • We strongly encourage you to check the status of your VM once the scheduled work concludes. If you find one unresponsive, reboot or remount the storage. If any issues persist, please contact rcc@partners.org and we'll address the problem. 

Please contact rcc@partners.org if you have any questions or concerns about this maintenance.


To minimize disruption, ERIS will complete all non-critical changes such as patching, firmware updates, etc. on the last Sunday of every month from 8a.m. to 8p.m. The exact schedule outlined in the Knowledge Base. There have been a few adjustments for holidays and to avoid conflict with the Monthly Information Systems Maintenance (ISM) window. 

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Monthly Information Systems Maintenance (ISM)

January 8, 2018 12:00 am - 4:00 am

Applies To: All Users

Information Systems Maintenance (ISM) was conducted on Monday, December 18th from 12:00 am to 4:00 am.

During this time, planned system maintenance and testing was performed by IS Operations teams. This routine maintenance reduces the risk of unscheduled outages on our computer network and to the Internet.

Impact to systems and applications

  • VPN should be available during the ISM.

Impact to sites

  • Services or resources hosted in the Partners HealthCare data centers may be unavailable during the ISM.
  • Your site's IS Management team will provide more detailed communication about planned outages at your facility and will coordinate with specific groups that may be impacted.

Need help during the downtime? 

View the Broadcast Online. Please contact your IS Service Desk if you have any questions.

View the 2018 IS System Maintenance (ISM) Schedule in the IS Service Desk Knowledgebase (Partners login required).

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Partners email issue resolved for Apple's native Mail client

January 3, 2018 7:00 am - 3:30 pm

Changes were made on the Partners IS Okta (Secure Login) instance that temporarily blocked Partners email from reaching Apple’s native Mail client on macOS High Sierra 10.13.

Partners IS adjusted the Okta settings and Partners email is now working for those using Apple’s native Mail client. There are no extra steps required.

If you continue to experience an issue, please contact the IS Service Desk.

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LimeSurvey Unexpected Downtime

December 29, 2017 3:03 pm - 6:03 pm

LimeSurvey (https://limesurvey.partners.org/limesurvey) experienced an unexpected outage due to network issues from 2:00-2:18PM EST on Dec. 29th, 2017.  

If you have any concerns, please email edcsupport@partners.org

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