Service Alerts

green - services online

REDCap Scheduled Downtime

November 15, 2017 12:51 pm

REDCap (https://redcap.partners.org/redcap) upgrades to v7.4.19, scheduled for Friday November 17th at 6:30 AM EDT are complete. REDCap was offline from 6:30-6:46 AM EDT.

This minor upgrade addresses a number of bugs introduced in the upgrade to version 7.4.16. 

Full release notes found here.

If you have any concerns about REDCap being offline at this time, please email edcsupport@partners.org


REDCap Report FY17!: See how far REDCap has come at Partners HealthCare since 2009 and where we stand today. Please click here to view the report.


REDCap Fall 2017 User Sessions at MGH:

REDCap API: Wednesday, 11/29 9:30-11am
REDCap Getting Started: Thursday, 11/30 9:30-11am
REDCap User: New Release / Features: Wednesday, 12/6 9:30-11am
REDCap eConsent: Thursday, 12/7 9:30-11am

Please click here to register.

BWH sessions to be announced soon. 

green - services online

RISC Website Maintenance | rc.partners.org

November 6, 2017 7:05 pm - 7:20 pm

Research IS & Computing website maintenance was scheduled for Monday, November 6, 2017 starting at 7p.m. The site was offline for approximately fifteen minutes for security updates, bug fixes and feature enhancements. 

green - services online

REDCap: Scheduled Downtime

November 1, 2017 2:15 pm

REDCap (https://redcap.partners.org/redcap) upgrades to v7.4.16 are scheduled for Tuesday November 7th at 6:30 AM EDT. Expected downtime is 45 minutes. 

This minor upgrade addresses a number of bugs introduced in the upgrade to version 7.4.11. 

Full release notes found here

If you have any concerns about REDCap being offline at this time, please email edcsupport@partners.org


REDCap Report FY17!: See how far REDCap has come at Partners HealthCare since 2009 and where we stand today. Please click here to review the report. 


REDCap Fall 2017 User Sessions at MGH:

REDCap API: Wednesday, 11/29 9:30-11am
REDCap Getting Started: Thursday, 11/30 9:30-11am
REDCap User: New Release / Features: Wednesday, 12/6 9:30-11am
REDCap eConsent: Thursday, 12/7 9:30-11am

Please click here to register.

BWH sessions to be announced soon. 

green - services online

Update: No Email Changes for Apple’s Native Mail client

September 20, 2017 12:00 pm

Thank you for working with us during this very busy time to ensure a more secure and productive environment for everyone. In previous broadcasts, Partners IS announced changes impacting access to email when off of the Partners Network that would go into effect on October 31, 2017. These changes are no longer scheduled for this date. In the future, all access to Partners email will require that you confirm your identity with Secure Login (or 2-factor authentication, 2-FA) if you’re not logged in to the Partners network. Partners IS and Information Security are continuing development of a solution that will allow Secure Login when utilizing Apple’s native Mail client in addition to the Microsoft Outlook 2016 client. Please visit the Knowledge Base for more information regarding email client options, recommendations and instructions. This chart also describes what to do when your account is moved to Exchange Online based on the type of email client you are using.

 

green - services online

Emergency Network Switch Replacement

October 27, 2017 3:45 pm - 4:15 pm

Network Engineering repaced a Network switch at the Datacenter on Friday, October 27, 2017 from 3:45-4:15p.m.

All associated servers and shares were unavailable while this emergency work was conducted.

Impact
The following systems and services were impacted:

  • MAD
  • molecule.research.partners.org
  • interregnum.research.partners.org
  • gis-app4.pcpgm.partners.org
  • gis-app3.pcpgm.partners.org
  • gis-app1.pcpgm.partners.org
  • gis-app6.pcpgm.partners.org
  • gis-app5.pcpgm.partners.org
  • gis-app2.pcpgm.partners.org
  • stage-gi27-ws.partners.org
  • stage-gi26-ws.partners.org
  • stage-gi25-ws.partners.org
  • stage-oms2-ws.partners.org
  • stage-oms1-ws.partners.org
  • gis-gw2.pcpgm.partners.org
  • stage-gi30-ws.partners.org
  • stage-gi29-ws.partners.org
  • stage-gi28-ws.partners.org
  • geneinsight-cogr-jgh-ws.partners.org
  • bwhpathology-content-ws.partners.org
  • gis-gw1.pcpgm.partners.org
  • emerge-harvard-clinic-ws.partners.org
  • emerge-seattle-clinic-ws.partners.org
  • emerge-geisinger-clinic-ws.partners.org
  • emerge-columbia-clinic-ws.partners.org
  • emerge-cchmc-clinic-ws.partners.org
  • baylor-fast-ws.partners.org
  • baylor-lab-ws.partners.org
  • emerge-fast-ws.partners.org
  • emerge-lab-ws.partners.org

Action Required
If you are a customer of one of these systems, we strongly encourage you to check the status of your system. Check any transfers that you may have had running and restart the transfer if necessary.

If you experience any issues with the MAD data storage service, please contact rcc@partners.org.

 

yellow - pre-downtime, calls to action

REDCap Email Issues

October 24, 2017 3:12 pm

REDCap (https://redcap.partners.org/redcap) experienced issues sending emails from the system from October 20th, 2017 at 11:00PM through today October 24th at 9:30AM. 

This includes survey invitations, survey notifications, emails sent via the AutoNotify plugin, and standard requests submitted to EDC Support. 

Survey invitations that were sent or scheduled to be sent during this timeframe were not processed until the issue was resolved this morning. At that point, any queued emails were sent out to the participants. 

Users using Survey Notifications and/or the AutoNotify plugin are urged to review their recently submitted responses by running an export of their data or a custom report. We are not able to have those emails sent retroactively.

And users who submitted standard REDCap requests such as project/token creation, moves to production, copies of projects should follow up with EDC Support if their requests haven't been processed by the end of tomorrow.

We apologize for the inconvenience.

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

yellow - pre-downtime, calls to action

RFANFS Unscheduled Downtime

October 23, 2017 4:30 pm - 5:30 pm

RFANFS (rfanfs.research.partners.org) and all associated shares were unavailable from 4:30-5:30p.m.

During this window, any applications and systems that rely on storage associated with this server was unable to connect to the server. 

Impact
RFANFS (rfanfs.research.partners.org) is the file server that provides linux-based nfs and Samba sharing for the RFA/RIS service. Technicians checked to reboot or remount storage any impacted systems managed by ERIS.

Action Required
If you are an owner of a systems that connects to RFANFS, we strongly encourage you to check the status of your system. 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.

green - services online

DIPR Proxy and Subnet Unexpected Downtime - Service Now Restored

October 21, 2017 8:00 am - 1:20 pm

The ERIS DIPR proxy allowing incoming connections to many websites and servers experienced an outage Saturday, October 21, 2017 early AM. because of a security issue.  Service was restored Saturday, October 21, 2017, 1:20 PM.

green - services online

StudyTRAX Unexpected/Scheduled Downtime

October 19, 2017 4:15 pm - 7:35 pm

StudyTRAX (https://studytrax.partners.org/StudyTrax/) experienced an unexpected outage on Oct. 19 from 4:15PM-7:25PM ET due to a Partners HealthCare SQL server issue.

Upgrades were initiated immediately after and completed by 7:35PM ET. Systems are back online.

For an overview of the new release including training videos, please review:

https://sciencetrax.atlassian.net/wiki/spaces/STX/pages/58851331/Version+3.57

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

yellow - pre-downtime, calls to action

RFANFS Unscheduled Downtime

October 3, 2017 9:15 am - 10:30 am

RFANFS Unscheduled Downtime on Tuesday, October 3, 2017, from 9:15a.m. - 10:30a.m.

RFANFS (rfanfs.research.partners.org) and all associated shares were unavailable for emergency maintenance. Any applications and systems that rely on storage associated with this server were offline. 

Impact
RFANFS (rfanfs.research.partners.org) is the file server that provides linux-based nfs and Samba sharing for the RFA/RIS service. Technicians will check and reboot or remount storage any impacted systems managed by ERIS.

Action Required
If you are an owner of a system that connects to RFANFS, 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.

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

green - services online

List Manager (Lyris) Upgrade on October 15, 2017

October 15, 2017 9:00 pm - 9:15 pm

List Manager (Lyris) upgrade from 12.0a to the latest version, 12.1.17 completed successfully in fifteen minutes.
The upgrade was scheduled for Sunday, October 15, 2017, from 9-9:30p.m. EDT. The system was back online at 9:15p.m. EDT.

Applies to:
https://researchlistadmin.partners.org 
https://phslyris2.partners.org 
https://researchlist.partners.org

This upgrade was to improve system stability and provide critical security fixes. The release notes can be found in the Knowledge Base

Please contact rcc@partners.org with any questions, concerns or issues with the upgrade.

We created a discussion list for those who use the system regularly, to connect and collaborate.
Subscribe:  http://researchlistweb.partners.org/list/w/super-admins/subscribe_super-admins.aspx

green - services online

REDCap Scheduled Downtime

September 29, 2017 2:36 pm

REDCap (https://redcap.partners.org/redcap) upgrades to v7.4.11 scheduled for Thursday October 5th at 6:30AM EST are complete. REDCap was offline from 6:30AM-7:25 EST.

This upgrade will include a number of new features and bug fixes. These include:

  • New feature: Custom Record Status Dashboards - Users can build and save custom versions of the Record Status Dashboard to customize the dashboard to their liking.
  • New feature: Better device management for the REDCap Mobile App – The Mobile App page in a project now contains better methods for keeping track of the activity of the mobile app used on many devices at a time for a single project.
  • New feature: Response Limit for surveys - Users may set a response limit for any given survey to prevent respondents from starting the survey once a set number of responses have been collected. Note: It can be set so that the response count included either completed responses only or both partial and completed responses. Users may also set custom text to be displayed to respondents on the survey page when the response limit has been reached.
  • New feature: Time Limit for Survey Completion – Users may set the amount of time (in days, hours, and/or minutes) that each respondent has to complete a given survey based on when they were initially sent the survey invitation. Note: This feature excludes public survey links. When enabled, a new column is displayed on the Participant List where it denotes if a participant’s survey link has expired and also displays the expiration time if you hover over the icon. If the icon is clicked, the user can permanently override the link expiration time by setting it further in the future (to give the respondent more time), or else to expire the link sooner (or even immediately).
  • Improvement - If a record has any survey invitations that are scheduled to be sent in the next 7 days, it will display a button above the table on the Record Home Page. The button will note how many upcoming invites are scheduled for the current record in the 7 days, and when clicked, it will display a table of the send time and survey title for the next 7 days worth of scheduled invites.

Full release notes available here.

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

yellow - pre-downtime, calls to action

An Update Regarding Apple's macOS High Sierra

September 20, 2017 12:00 pm
 
On September 25, 2017, Apple will release their next Operating System (OS) for Mac laptops & desktops, macOS High Sierra. At this time, we recommend you do not upgrade your Mac as this upgrade may impact your ability to use enterprise services. 
 
Once High Sierra is released, vendors like Cisco and Microsoft will also release software updates for their products to integrate with High Sierra. Like prior Apple OS releases, the expectation is the first minor version of High Sierra (version 10.13.1) will be stable for the Enterprise. Presently we are experiencing issues with Trend Micro Security (Antivirus) and ForeScout SecureConnector (NAC). Further information on compatibility with Partners services will be broadcast in the coming weeks. 
 
Please keep in mind that Apple, and therefore Partners, only supports the current OS and two versions prior. With the release of macOS High Sierra 10.13, the only other supported macOSs will be macOS Sierra 10.12 and Mac OS X El Capitan 10.11. If you are running an out of date macOS, please view our webpage on how to Update Your Mac, or contact the Service Desk if you need assistance with an upgrade. Older Mac operating systems introduce risk to your data and the enterprise as they are not patched for security vulnerabilities, nor do they comply with Partners policies.
yellow - pre-downtime, calls to action

Email Loading Issue on Mobile Devices

September 13, 2017 4:11 pm

Applies to: iOS and Android devices enrolled in MobileIron who are on Exchange Online

If your work email is not loading on your phone, please power it off and turn it back on. If you reboot and your email does not load, please try switching from Wi-Fi to cellular (or vice versa). Please wait a few minutes for the phone to refresh and your email to load.  We have recently discovered a mismatch in ActiveSync protocols when some mobile devices connect, which requires a reboot to update and restore functionality appropriately. If you continue to experience difficulty, please contact the IS Service Desk for assistance.

grey - no status, general alert

Nexus and Pixel Users: Do not upgrade to Android O

August 23, 2017 2:43 pm - September 23, 2017 12:00 am

Google released its latest mobile operating system, Android O (8.0.0) on August 21st. It is expected to be available to Google Pixel and Nexus devices within the next week.  We have detected compatibility issues between MobileIron and Android O that has been traced back to changes Google made between the last Beta release and the final version.  As such, please do not upgrade to Android O at this time.  

We are working with MobileIron to release an updated version of the “MobileIron Go” App that is fully compatible with Android O and expect this to occur within the next 2-3 weeks. If you have any questions regarding this, please open up a ServiceNOW ticket and have it placed in the "Enterprise Mobility Management (EMM) - PHS" queue

 

yellow - pre-downtime, calls to action

REDCap: Limited EDC Support August 14th-18th

August 11, 2017 2:46 pm

There will be limited support next week while EDC Support attends the annual REDCap Conference. Please plan for delayed response times.  Priorities will be made for Moving Projects to Production, User Access, Creating New Projects, and Change Requests.  General REDCap questions will be best effort. 

Be sure to review the Help&FAQTraining Resources, and Getting Started with REDCap pages.  

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

green - services online

REDCap: Unexpected Downtime

August 2, 2017 3:01 pm

REDCap (https://redcap.partners.org/redcap) experienced an unexpected outage from 2:17-2:37PM today. It is back online.

Please review your projects if surveys were scheduled to send during this time.  Manage Survey Participants > Survey Invitation Log.  You can filter on “Invitations that failed to send” and resend as needed.

Survey data may not have been collected at this time and participants received a web-browser error message when attempting to click on a survey link.

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

yellow - pre-downtime, calls to action

Intel 1217-LM NIC Driver Update

July 26, 2017 11:13 am

Applies To:  Windows HP Devices

Partners IS has identified that a specific Intel I217-LM Network card within HP device models can cause major network switch outages. Devices managed by Partners IS have already been updated. These instructions are for all other HP workstations connecting to the Partners network.

Please work with your Local IT Administrator to download and install the latest versions of the NIC Driver provided by HP Support Services.

  1. Visit https://support.hp.com/us-en/drivers
  2. Enter the model name of the computer you have
  3. Upgrade all drivers.

Here are a few device-specific drivers for your convenience. This list is not exhaustive:

If your device is blocked from the network,

  1. When possible, connect to the guest network to update your driver
  2. Contact the IS Service Desk for next steps

Additional references:

yellow - pre-downtime, calls to action

SSH Server Connections

July 30, 2017 10:00 am - 2:00 pm

 SSH Server Connections Unavailable on July 30, 2017 @10a.m. - 2p.m. EDT

ERIS DIPR File Server (fs.dipr.partners.org) maintenance is scheduled on Sunday, July 30, 2017 from 10a.m. to 2p.m. EDT for a full server replacement. During this maintenance window, SSH connections will not be available.  

Impact
ERIS DIPR File Server (fs.dipr.partners.org) is the nfs file server which provides mounted storage to the SSH Gateway Server Home Folders. ERIS technicians will check and remount home folder storage at the end of the reboot for SSH accounts.

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

yellow - pre-downtime, calls to action

DIPR File Server Replacement

July 30, 2017 10:00 am - 2:00 pm

ERIS DIPR File Server (fs.dipr.partners.org) maintenance is scheduled on Sunday, July 30, 2017 from 10a.m. to 2p.m. EDT for a full server replacement. During this maintenance window, any applications and systems that have storage associated with this server will be offline for approximately one hour.

Impact

ERIS DIPR File Server (fs.dipr.partners.org) is the nfs file server which provides mounted storage to our DIPR environment. For any systems managed by ERIS, technicians will check and reboot or remount storage.

Action Required

If you are an owner of a virtual machine in DIPR, 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.


ERIS provides Discovery Informatics Platform for Research (DIPR), a flexible, secure cloud computing infrastructure designed to meet research needs. DIPR Virtual Machines (VMs) offer IT power and services to research customers without placing the burden of purchasing or managing server hardware on the researcher.

green - services online

LimeSurvey: Unexpected Downtime

July 14, 2017 3:11 pm - 6:11 pm

LimeSurvey (https://limesurvey.partners.org/limesurvey) was down on Friday July 14th 2017 from 8:30AM - 10:00AM EST due to database connectivity issues. 

Users are urged to review their projects for any inconsistencies. 

We apologize for the inconvenience. 

LimeSurvey will require a restart at 8:00PM on July 14th. Expected downtime is 10-15 minutes.

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

green - services online

LabArchives: Change to Single Sign On

July 13, 2017 4:00 pm

Updates to LabArchives Secure Login process to use Okta, Partners newest technology, will occur on July 13 at 4pm ET.

The new login link will be posted and updated on our websites. Please be sure to update any bookmarks after the cut over!

The biggest change to note is that when you are off network, you will be prompted for a second factor of authentication.

To register a phone number, or to check to see what number has been previously registered, go to Password self server (myprofile.partners.org). Login and click on the "update my phone number” link.  You can add a phone number or update an existing number.  Make sure you enter all numbers you may wish to use for second factor authentication, you will be able to choose the appropriate number to use when needed.

Please see the article INFO: Secure Log In Overview and FAQs for additional information.

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

green - services online

StudyTRAX: Unexpected Downtime

July 12, 2017 8:00 am

StudyTRAX (https://studytrax.partners.org/StudyTrax/) experienced an unexpected outage on July 12th from 2AM-1PM EST.

An unannounced change made by ScienceTRAX within their online/in-app help documentation caused the StudyTRAX server to lose connection and behave unpredictably, causing the outage to the system.

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

yellow - pre-downtime, calls to action

Office 2016 is Now Available!

July 11, 2017 12:05 pm

The Office 2016 upgrade for Macintosh, non-standard PC or personally-owned computers used for business is available for self-installation. There is a separate process for upgrading Partners Standard Windows PCs; site-specific information can be found on SharePoint

Steps at a glance

  1. Uninstall older versions of Office
  2. Install Office 2016 
  3. Activate Office 2016

Note: please read the complete Installation Instructions

Visit the Office 2016 training & support site for training and support resources related to the Microsoft Office 2016 upgrade and move to Exchange Online for Windows devices at Partners. For help with the install, stop by your local Tech Depot for assistance or contact the IS Service Desk.

green - services online

REDCap Scheduled Downtime

July 11, 2017 12:05 pm

REDCap (https://redcap.partners.org/redcap) upgrades to v7.0.20, scheduled for Thursday July 13th at 6:30 AM EST are complete. REDCap was offline from 6:30-6:50AM EST.

If you have any concerns about REDCap being offline at this time, please email edcsupport@partners.org

Pages