Service Alerts

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ERIS VM Naming Change

September 23, 2020 12:04 pm to 3:04 pm

The ERIS Infrastructure team is changing how we name VMs. Effective immediately we are dropping .dipr. from the VM name of all new VMs, and instead, we will add "rc-" to the beginning of each VM name when we deploy new VMs. Going forward all new VMs will be named

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Limited REDCap Support: Sep. 22nd-24th

September 21, 2020 4:40 pm

There will be limited support from September 22nd-24th while the EDC Support team attends the annual REDCap Conference, which will be held virtually this year.

Please plan for delayed response times this week. 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 ResourcesGetting Started with REDCap and Knowledge Base pages.  

If you have any questions, please email

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Request your CentOS6 Upgrade for ERIS DIPR Hosted Linux Virtual Servers by November 30, 2020

September 10, 2020 9:41 am to December 1, 2020 12:41 am

All CentOS 6 Virtual Machines (VMs) will reach End of Life on November 30th, 2020. End of Life means the product is no longer supported by Red Hat and the community-supported CentOS distribution for Red Hat Enterprise Linux. The ERIS team will not support CentOS 6 VMs after November 30th, 2020, as there will be no security updates and bug fixes for CentOS 6. All applications and websites running on CentOS 6 VMs must migrate to new CentOS 8 VMs before November 30th, 2020. Please upgrade by requesting a new DIPR VM in the ERIS Research Computing Core Service Catalog. Contact us at with any questions.

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REDCap Scheduled Downtime

August 28, 2020 11:57 am to 2:57 pm

Mass General Brigham REDCap: Scheduled Maintenance

REDCap ( server maintenance is scheduled for Saturday, August 29th, 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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RISC Website Maintenance 15 Aug 2020

August 15, 2020 10:00 am to 12:00 pm

The scheduled ERIS MySQL Database Server Maintenance may have impacted the Research IS & Computing website on Saturday, August 15 from 10a.m.-12p.m.

The site might have been offline for part or all of this window.

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REDCap Service Alert: Unexpected Downtime: August 5th, 2020

August 6, 2020 9:04 am


REDCap ( was offline last night from 6:22-9:10PM due to an unexpected outage. 

The EDC Support team is working with ITS to discover the cause of this issue.

If you have any concerns, please email


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ERIS MySQL Database Server Downtime on Saturday August 8, 2020

August 8, 2020 10:00 am to 12:00 pm

We have scheduled downtime on MySQL database server on Saturday, August 8th from 10:00 am – 12:00 pm. This outage may be as short as 30 minutes or it could be as long as 2 hours. The ERIS team will communicate when the outage is over, and we urge database owners to review their VM’s and applications after this maintenance to ensure that your applications are back online.

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EDC Support Ticketing Issues

August 3, 2020 5:19 pm

The EDC Support inbox was migrated to a cloud solution last night without our knowledge. As a result the ticketing system that EDC Support uses to track requests and emails from users has been experiencing issues on Monday, August 3 that temporarily revented tickets from entering our queue. 

This has impacted any emails sent in the past 20 hours and is related to our inbox being migrated.

We are working with IS to resolve this issue.

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The New Report Phishing Button is Coming Soon!

August 5, 2020 9:00 am

Beginning August 5, a new Report Phishing button will be insta­lled on your Outlook toolbar for Windows and Macintosh computers. This update will streamline the reporting experience on all devices and add the feature on computers that are missing the Report Phishing button. This change will happen behind the scenes and there is no action required for most devices.

Phishing is the attempt to steal sensitive information by tricking you into performing an action that you would not normally do. A phishing email may appear as legitimate communications from trusted sources such as Mass General Brigham, your bank, or credit card company. Since COVID-19 hit, cybercriminals have been taking advantage of pandemic concerns through phishing scams and malicious websites. 

For a short period of time, you may see two Report Phishing buttons; use either one to report suspicious emails. 

Note: If the new button looks greyed out, turn on your Reading Pane in the View setting of Outlook.

  • For standard Windows computers*, (desktops and laptops with a Partners asset tag, device number, and "keep it safe and secure" stickers, running Windows 10 Enterprise), the old button will be removed for you; no action required.
  • For Macs, use the button that will be located in your Outlook toolbar, not the Dock. For those enrolled in PEAS, the button will be removed for you; no action required.  (Note: The update does not apply to Mass Eye and Ear and Pentucket Medical Associates at this time.)
  • For non-standard Windows or personal computers, if you see two buttons, please contact the IS Service Desk for assistance.

In addition to computers, the button will be available on the Outlook app on smartphones, both iOS and Android. You must be enrolled in MobileIron to get your work email on your phone.

* Please also see HOWTO: Determine whether you are using a standard or non-standard Windows computer

What to Do If You Receive a Suspicious Email

  • On your computer, highlight the message in your Outlook Inbox and click the Report Phishing button or Forward as Attachment to
  • On your smartphone, open the email in the Outlook app and tap the Add-ins (…) icon. Tap the Report Phishing button. Tap OK to confirm.

Taking this simple action notifies the Information Security Team about a possible phishing attack. If the email is a part of our phishing training program, you will receive instant feedback thanking you for reporting. If the email is malicious, quick reporting helps us prevent a widespread phishing attack. Your active participation is crucial to keeping Mass General Brigham protected.

Note: The update does not apply to Mass Eye and Ear and Pentucket Medical Associates at this time. 

For more information, visit:

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RISC Website Maintenance 25 Jul 2020

July 25, 2020 12:00 pm to 2:00 pm

The scheduled maintenance impacting the Research IS & Computing website completed on Saturday, July 25 from Noon-2p.m. as part of ERIS MySQL Database Server Maintenance. The site was offline during this window.

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Extended Outage on the ERIS MySQL Database Server

July 25, 2020 12:06 pm to 2:06 pm

Applies to: All Applications, VM's, and Systems Connecting to the ERIS MySQL Database Server 

There will be an extended outage on the MySQL Database Server on Saturday, July 25th from 12:00 pm – 2:00 pm.


Applications, Systems, and VM’s with databases on will experience downtime during this extended outage. The ERIS team will communicate when the outage is over and we urge database owners to review their VM’s and applications after this maintenance to ensure that your applications are back online.

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Production Patching Scheduled for Saturday July 25, 2020

July 25, 2020 9:02 am to 3:02 pm

This is a reminder that the ERIS Infrastructure team will be patching Production VM’s and Systems on Saturday, July 25, 2020, from 9:00 am – 3:00 pm

Below are the remaining dates and times for the July patching process:

  • Production VM’s:                Saturday, July 25th from 9 AM – 3 PM


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. We urge system owners to review their VM’s and applications after the patching process to ensure that your VM and applications are back online.

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RISC Website Maintenance 23 Jul 2020

July 23, 2020 7:45 am to 7:55 am

The Research Computing website,, was updated on Thursday, July 23, 2020 at 7:30a.m. to apply platform updates. The website was offline from 7:45-7:55a.m. for maintenance.

Please contact if you have any questions or concerns.

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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

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.

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.