Service Alerts

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Microsoft Windows Patch Tuesday

July 12, 2016 3:45 pm

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? 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. 

How do I run Microsoft updates on my non-standard or personally-owned Windows device?
Turn on Windows Update for automatic updating. Most patches will install automatically, but you will be prompted when input is needed during an installation. It is strongly recommended that you click on any Windows Update alerts in your taskbar to be sure your PC does not miss an important download.

  1. Visit: http://windows.microsoft.com/en-us/windows/windows-update
  2. Then select   Check your settings 

How do I run Microsoft updates on my Macintosh device?
If you use Office for Mac, turn on AutoUpdate to periodically check for updates. It is strongly recommended that you run these updates in a timely fashion. 

  1. Open any Office application such as Word, Excel, PowerPoint, or Outlook.
  2. On the Help menu, select Check for Updates.

IMPORTANT: If you don't see Check for Updates on the Help menu, download the latest version of the Microsoft AutoUpdate tool from https://support.microsoft.com/en-us/kb/3133674

Visit this webpage for additional instructions a: https://support.office.com/en-us/article/Check-for-Office-for-Mac-updates-automatically-bfd1e497-c24d-4754-92ab-910a4074d7c1


If you have any questions or concerns about updating and securing your software or device, please contact the IS Service Desk.

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Reset GoToMyPC passwords

June 18, 2016 4:00 pm

The GoToMyPC service has been targeted by a very sophisticated password attack. To protect you, the security team recommended that we reset all customer passwords immediately. 
Effective immediately, you will be required to reset your GoToMyPC password before you can login again. 

To reset your password please use your regular GoToMyPC login link. 

Read more on the GoToMyPC status page.

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VPN login issue

June 20, 2016 7:30 am - 2:15 pm

The issue affecting VPN login is now resolved. If you are still experiencing any issues logging into VPN, please contact the Service Desk.  

This morning, users were unable to login to VPN. This issue did not be affecting other sites (LMR, Partners MyApps, Workspace etc).

Thank you for your patience. View the IS Broadcast online.

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Monthly IS Maintenance (ISM)

June 20, 2016 12:00 am - 4:00 am

Applies To: All Users

Information Systems Maintenance (ISM) is scheduled for Monday, June 20 from 12:00 am to 4:00 am.

During this time, planned system maintenance and testing will be 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 2016 IS System Maintenance (ISM) Schedule in the IS Service Desk Knowledgebase (Partners login required).

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Microsoft Windows Patch Tuesday

June 14, 2016 12:00 pm

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? 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. 

How do I run Microsoft updates on my non-standard or personally-owned Windows device?
Turn on Windows Update for automatic updating. Most patches will install automatically, but you will be prompted when input is needed during an installation. It is strongly recommended that you click on any Windows Update alerts in your taskbar to be sure your PC does not miss an important download.

  1. Visit: http://windows.microsoft.com/en-us/windows/windows-update
  2. Then select   Check your settings 

How do I run Microsoft updates on my Macintosh device?
If you use Office for Mac, turn on AutoUpdate to periodically check for updates. It is strongly recommended that you run these updates in a timely fashion. 

  1. Open any Office application such as Word, Excel, PowerPoint, or Outlook.
  2. On the Help menu, select Check for Updates.

IMPORTANT: If you don't see Check for Updates on the Help menu, download the latest version of the Microsoft AutoUpdate tool from https://support.microsoft.com/en-us/kb/3133674

Visit this webpage for additional instructions a: https://support.office.com/en-us/article/Check-for-Office-for-Mac-updates-automatically-bfd1e497-c24d-4754-92ab-910a4074d7c1


If you have any questions or concerns about updating and securing your software or device, please contact the IS Service Desk.

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RICS Limited Support

June 8, 2016 12:28 pm - June 10, 2016 8:00 pm

Due to limited resources available this week, there will be limited support available at the RICS Office. Please call the Partners Service Desk at 617-732-5927 to open a request or ticket if you are having a support issue.

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LimeSurvey Scheduled Downtime

June 6, 2016 2:06 pm

LimeSurvey (https://limesurvey.partners.org/limesurvey) infrastructure upgrades scheduled for Thursday, June 9th at 7:30 PM EST are complete. Actual downtime was 4 hours.  

This consisted of the PostgreSQL database being upgraded, which will result in better overall system performance. 

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

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Teamviewer is now Available

June 1, 2016 12:05 pm

The Teamviewer website and service is available. 

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LimeSurvey Unexpected Downtime

June 1, 2016 7:45 am

LimeSurvey (https://limesurvey.partners.org/limesurvey) experienced an unexpected outage due to database platform issues. Systems are back online. LimeSurvey was down from 7:30AM to 9:30AM. 

We are actively investigating the cause of this issue to prevent future outages.

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

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Confluence Upgrade Complete

May 29, 2016 8:00 am

Maintenance on Confluence (https://confluence.partners.org) has been completed.  Confluence has been upgraded from version 5.8.13 to 5.9.11. If you have any questions or concerns, please contact rcc@partners.org.

Confluence is an Enterprise Wiki and Collaboration tool used by ERIS and Research for documentation, team calendaring and information dissemination.

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MAD Data Storage - Nonreplicated Shares

May 26, 2016 11:00 am - May 27, 2016 2:00 pm

Service is fully restored after non-replicated shares and gateway mad-store1.research.partners.org on the MAD (Massive Array of Disks) data storage service were reported unavailable starting at 11a.m. EDT on Thursday, May 24, 2016.

The issue was related to the data access layer, so it hasn't had any impact on the data stored in MAD and the service is available again.

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.

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External Mac Access to Partners Citrix Workspace

May 26, 2016 12:00 am

Applies To: Macintosh Users

We are experiencing an issue concerning Mac users not being able to launch applications via the Partners Citrix Workspace portal at https://workspace.partners.org when off the Partners network. If you are on a Mac and currently unable to access applications via this portal, please follow these steps:

 

1. Go to Applications > Utilities > Keychain Access

2. In the list of Certificates, find the USERTrust RSA Certification Authority certificate.

3. Double click the USERTrust RSA Certification Authority Certification and then expand the Trust dropdown. 

4. On the When using this certificate: option, change the setting from "Use System defaults" to "Always Trust" option. Close the window and you will be prompted to enter your local administrator password to authenticate the change.

5. Restart Safari and all other web browsers, then open the Workspace Portal at https://workspace.partners.org and launch an application.

 

If you continue to experience issues, please open a Service Desk request.

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Confluence Upgrade

May 29, 2016 7:30 am - 8:00 am

Maintenance is scheduled for Confluence (https://confluence.partners.org) on Sunday, May 29, 2016 at 7:30a.m. The work is scheduled to upgrade Confluence from version 5.8.13 to 5.9.11. Work is expected to take approximately 30 minutes; please plan to log out and save all work for this maintenance window.

If you have any questions or concerns, please contact rcc@partners.org.

Confluence is an Enterprise Wiki and Collaboration tool used by ERIS and Research for documentation, team calendaring and information dissemination.

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DIPR VM Service: Infrastructure Improvements

May 25, 2016 3:31 pm

Applies to: DIPR Virtual Machine (VM) Customers

ERIS is in the process of making infrastructure improvements to the DIPR environment behind the scenes. Work began in May 2016 and will continue into June 2016 with no interruptions to DIPR VM service. The upgrades allow ERIS to scale the infrastructure more effectively, increase memory capacity, and continue to meet the growing demands from the research community.

We can now scale the infrastructure more effectively using the latest version of VMware vSphere 6.x. vSphere is the cloud computing platform that allows virtualization software to run in our DIPR environment. This upgrade gives our customers broader access to different Operating Systems that can be run on DIPR.

Once again, there is no downtime and no impact to customers using DIPR VMs. If you have any questions, please contact rcc@partners.org.


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. 

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Microsoft SQL database migration

June 1, 2016 8:00 am

Applies to:  ALL SQL database customers on ERISSQL2K8D.dipr.partners.org\ERISSQL2K8D and ERISSQL2K8P.dipr.partners.org\ERISSQL2K8P

We are in the process of migrating all of our SQL databases to our new SQL 2012 platform.  We will be retiring the two existing SQL 2008 instances as of June 1, 2016.  We will be offering up to 50 GB of free space on the new SQL platform and will assist any clients who wish to migrate their existing databases to the new SQL platform.

If you have a database on either erissql2k8d.dipr.partners.org\erissql2k8d or erissql2k8p.dipr.partners.org\erissql2k8p - you will need to migrate your database.  Please contact us at rcc@partners.org, and we will assist you with your migration.

If you would like to see what other database services we offer, please visit the Database & Data Services section of this website.

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Syncplicity Access Issue Resolved

May 17, 2016 7:30 pm

Partners accounts are now able to log in through the Syncplicity web interface, https://my.syncplicity.com or https://partners.syncplicity.com. If you have a Syncplicity account, you can also access your files from your device.

Starting the evening of Tuesday, May 17, 2016, new installs of Syncplicity software were unable to complete and access through the web interface was inaccessible to Partners accounts because of the log in issue.

Partners IS and Syncplicity support resolved the issue.

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Introducing the Virtual Workspace

April 28, 2016 8:00 am

Applies To: All Users

On April 28th, Partners HealthCare’s Workspace will be available.  Workspace provides virtual access to many Partners applications over the internet outside of the Partners network.  This technology is currently in place and was formerly known as MyApps or My Citrix Apps. The new name, Workspace, reflects a new web address, a fresh new look and improved functionality.

Note: If you currently access Epic Hyperspace from Partners Applications or My Citrix Apps, that will not change.

How do I access Workspace?

From an internet browser, go to https://workspace.partners.org  
This can be done from a Windows computer, Mac or Tablet.
Enter your Partners user name and password.
If you are not on the Partners network, enter a text confirmation code.
If prompted, install Citrix Receiver.
Click Log On

What Applications can I access?
Workspace provides access to many applications, including:

  • Epic Hyperspace
  • Partners Phone Directory
  • PeopleSoft
  • SharePoint sites
  • Outlook Web App
  • View Complete List

Where can I learn more? User guides are available for your review.  Learn More

If you need additional assistance, please contact your IS Service Desk. Thank you. 

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Lyris Mailing List System Performance

April 25, 2016 10:00 am - April 26, 2016 10:00 pm

Some mailings sent via the Lyris List Manager system (https://researchlist.partners.org) on Monday, April 25, 2016 between 10a.m. - 10p.m. failed to deliver. The performance issues occurred because database capacity was reached yesterday. As of 10p.m. on Monday, April 25, database capacity has been increased for the Lyris List Manager and the system is fully operational.

If you sent a mailing on Monday, April 25, 2016 between 10a.m. - 10p.m., please login to https://researchlist.partners.org, check your mail queue and resend any failed messages. 

We are taking steps to prevent this type of performance issue from reoccurring. Please contact rcc@partners.org should you experience any trouble with your mailing lists.

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REDCap: RPDR Data Import Assistant

April 12, 2016 3:55 pm

New Service! REDCap: RPDR Data Import Assistant

Partners Enterprise Research IS and EDC Support have developed a tool to allow users who have access to RPDR (Research Patient Data Registry) to more easily import that data into REDCap. 

In this first release, the following RPDR domains and associated fields are supported:

  • MRNs and EMPI
  • Contact Information
  • Demographics
  • Providers

The tool and more information is available on every REDCap project's Application List as "RPDR Data Import Assistant."

Learn more about REDCap and the Data Import Assistant on our website. 

Register for BWH Intro Session on April 20, 2-3PM

Register for MGH Intro Session on May 5, 10-11AM

Do you have RPDR or EPIC integration needs? We are gathering requirements for future initiatives. Please complete this survey to help guide our development.

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Service Alert: MAD Data Storage Restart

April 12, 2016 11:44 am

While making some adjustments to the MAD Data Storage Service to improve performance, some unexpected instability in some of the backend bricks. Some customers may be seeing shares that appear empty, however the backend data is still in place on the underlying storage. We apologies for the unexpected downtime.

ERIS did a full restart of the stack from the storage-up, starting at 11:30AM.  This affected both the replicated and unreplicated storage on all gateways (mad-store1, mad-replicated1, and the legacy gateway on mad.research.partners.org).  

Thank you very much for your patience while we rectify this issue!  Please direct any questions or concerns to rcc@partners.org and an engineer will follow up with you.

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Confluence: Service Restored

April 11, 2016 2:30 pm - 2:50 pm

Full service is restored to Confluence (https://confluence.partners.org) on Monday, April 11 at 2:50p.m. The site experienced slow to no connections starting on Monday, April 11 at 2:30p.m.

Confluence is an Enterprise Wiki and Collaboration tool used by ERIS and Research for documentation, team calendaring and information dissemination. If you have any questions or concerns, please contact rcc@partners.org.

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Intermittent Issues with iPhones

April 3, 2016 7:00 am

Applies To: All iPhone Users at MGH/MGPO

Some users are reporting issues where their iPhone stops working.   As an example, the phone may flip between the login-screen and a white screen with the Apple logo.
 
The problem is intermittent, beginning Monday.  In most cases, the phone stabilizes but the behavior may repeat.
 
Partners IS teams are working with Apple and other vendors to troubleshoot the issue.
 
If you are affected by this issue, please contact the Service Desk so they can track the number of incidents.
 
Please note that this does not appear to be related to Epic, Haiku, the phone itself nor the recent Apple iPhone update.

The issue initially started early in the morning on April 3rd and resolved itself around 1:30pm on April 4th.  The problem re-appeared this morning at around 7:30am.  We appreciate your patience as we work with Apple and Microsoft to determine the root cause and resolution.

We will send you an update as soon as possible.

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LimeSurvey Unexpected Downtime

March 28, 2016 10:16 am

LimeSurvey (https://limesurvey.partners.org/limesurveyexperienced an unexpected outage due to database platform issues. Systems are back online.

We apologize for the inconvenience. 

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

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Service Alert: MAD Data Storage - Nonreplicated Shares

March 24, 2016 10:00 am - 11:00 am

Nonreplicated shares on the MAD (Massive Array of Disks) data storage service were reported unavailable starting at 10a.m. EDT on Thursday, March 24, 2016. Service was restored at approximately 11a.m. EDT. 

Check any transfers that you may have had running and restart the transfer if necessary. 

ERIS technicians are actively exploring the cause of the issue. If you experience any issues with the MAD data storage service, please contact rcc@partners.org.

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REDCap Scheduled Downtime

March 30, 2016 3:47 pm

REDCap (https://redcap.partners.org/redcap) upgrades to v6.10.11, scheduled for Wednesday, Mar. 30 at 7:30 PM EDT are complete. REDCap was offline from 7:30-10:30 PM EDT.

Full release notes can be found here.

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


Job Opening!

Do you like working with different researchers across Partners? The ERIS Research Computing Core has an immediate opening for a Survey Programmer/Systems Analyst. This position is focused on REDCap survey design and programming and helping researchers design workflows for data collection. 

If interested, please apply here.

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