Service Alerts

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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  
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 ( 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, check your mail queue and resend any failed messages. 

We are taking steps to prevent this type of performance issue from reoccurring. Please contact 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  

Thank you very much for your patience while we rectify this issue!  Please direct any questions or concerns to 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 ( 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

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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 ( an unexpected outage due to database platform issues. Systems are back online.

We apologize for the inconvenience. 

If you have any concerns, please email

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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

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REDCap Scheduled Downtime

March 30, 2016 3:47 pm

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  

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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StudyTRAX Unexpected Downtime

March 17, 2016 2:48 pm

StudyTRAX ( encountered unexpected database issues this morning. The issues have since been resolved.

If you have any questions or concerns, please email

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LimeSurvey Scheduled Downtime

March 17, 2016 12:56 pm

LimeSurvey ( upgrades are scheduled for Thursday March 24th at 8:00 PM EDT. Expected downtime is 2 hours.  

This upgrade will include a number of bug fixes. Full release notes.

If you have any concerns about LimeSurvey being offline at this time, please email

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LimeSurvey Unexpected Downtime

March 3, 2016 10:50 am

LimeSurvey ( experienced an unexpected outage due to PostgreSQL database platform issues from 9:15AM to 9:45AM EST on March 3rd, 2016.  

If you have any concerns, please email

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PostgreSQL Connectivity Issues

March 3, 2016 9:15 am was not accepting new connections from 9:15 - 9:45a.m. EST on Thursday, March 3, 2016. Services connecting to a PostgreSQL databases hosted by ERIS were unavailable during this time. ERIS technicians are actively investigating what system or process caused the connectivity issues. 

If you have any questions, or issues connecting after the outage, please contact ERIS by emailing, a ticket will automatically be opened for you.

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OpenSSL vulnerability

March 1, 2016 4:15 pm

Applies To: OpenSSL 1.0.2 and 1.0.1

A high severity cross-protocol attack on TLS using SSLv2 (DROWN) [CVE-2016-0800] was discovered and could lead to decryption of TLS sessions by using a server supporting SSLv2 and some EXPORT cipher suits.

Users can avoid the attack by completely disabling SSLv2 protocol in the servers. However, we highly recommend that you patch your server immediately as well and restart and services depending on OpenSSL.

OpenSSL 1.0.2 users should upgrade to 1.0.2.g
OpenSSL 1.0.1 users should upgrade to 1.0.1s

ERIS proxy and all current ERIS CentOS builds have disabled SSLv2 and have been patched. Please restart any services that rely on OpenSSL for encryption (that might be Apache, Tomcat, JBoss, LDAP, etc).

DIPR VM users with custom builds (such as ubuntu, debian or other non-standard builds) will need to be patched by you or your system administrator.

Distribution specific versions should follow vendor guidelines (as they might also patch other bugs):

OpenSSL original security advisory (reference):

Additionally, we recommend you to harden default configurations shipped with some distributions. Bellow you will find a suggestion (minimum approach), if you server supports all these options (and if you can set your server to use only those ciphers):

SSLProtocol -All +TLSv1 +TLSv1.1 +TLSv1.2
SSLHonorCipherOrder On

Associated CVEs: CVE-2015-3197, CVE-2016-0702, CVE-2016-0705, CVE-2016-0797, CVE-2016-0800, CVE-2016-0799, CVE-2016-0703, CVE-2016-3197, CVE-2016-0704, CVE-2016-0293 

​Please patch your servers accordingly.

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REDCap Limited Service Alert Feb. 17-19

February 20, 2016 12:59 pm

There will be limited support this week while EDC Support attends a three day training course. 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. 

If you have any questions, please email

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REDCap Unexpected Downtime

February 12, 2016 11:14 am

REDCap ( experienced an unexpected outage due to MySQL database platform issues from 10PM to 12AM EST on February 11th, 2016. 

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

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MySQL Unexpected Downtime

February 11, 2016 10:00 pm - February 12, 2016 12:00 am had an unplanned outage from 10 pm EST to 12 am EST time, starting on 2/11/16.  At this time, all services have been restored, and no errors reported. 

If you have any questions, or issues connecting after the outage, please contact ERIS by emailing, a ticket will automatically be opened for you.


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Websites hosted on DIPR VMs Back Online

February 10, 2016 3:15 pm - 4:15 pm

Websites hosted on DIPR VMs were offline for approximately one hour on Wednesday, February 10, 2016. due to a proxy server issue. 

If you have any questions, please contact ERIS by emailing, a ticket will automatically be opened for you.

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Access to Lyris Mailing List System

February 10, 2016 3:15 pm - 4:15 pm

Access to the Lyris List Manager web interface at, was unavailable for approximately one hour on Wednesday, February 10, 2016. Access to the mailing lists is also available by visiting

Please contact if you have any questions or concerns and a ticket will be opened in your name.

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LimeSurvey Scheduled Downtime

February 1, 2016 3:05 pm

LimeSurvey ( upgrades scheduled for Monday, Feb. 1 at 8:00 PM EST are complete. Downtime was 1 hour.  

This upgrade will include a number of new features. Full release notes can be found here.

A condensed list of new features can be found here.

If you have any concerns about LimeSurvey being offline at this time, please email  

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StudyTRAX Scheduled Downtime

January 22, 2016 2:50 pm

StudyTRAX ( maintenance (operating system patches and server remediation) is scheduled for January 25th at 12:00 AM - 4:00 AM EST. Expect StudyTRAX to be unavailable during this window.

Please save your work and LOG OUT of the system by 11:50 PM EST.

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

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Vulnerability in Linux Kernel 3.8 +

January 20, 2016 12:00 pm

Applies To: All Linux Server/Workstations using Kernel 3.8 (or higher)

A new local privilege escalation vulnerability has been found in Linux Kernel 3.8 (and higher) [CVE 2016-0728]. 

This vulnerability affects multiple Linux distributions including Red Hat 7, CentOS 7, Ubuntu 14.04 LTS and others (mostly all distributions using kernel 3.8 or higher).

Patches are already available for most known distributions. Please patch your server/workstation and reboot it as soon as possible. This is considered high-risk, specially if your device is using a public IP.


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Syncplicity Access Issues

December 10, 2015 10:00 am - December 16, 2015 11:00 pm

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

Starting Thursday, December 10, 2015, 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 on Wednesday, December 16, 2015.

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Updates to Apple Product Procurement

December 16, 2015 9:00 am


Applies To: All Partners institutions & affiliates (except DFCI)

Since Harvard announced they were exiting the retail sales and services business last fall, ERIS has been working to secure Apple product purchasing services for the Partners community. We're pleased to announce that effective January 4, 2016, Partners will be working with the Apple Professional Services (APS) division for higher education customers as our official vendor.

APS will take the place of the work Harvard previously performed for us. Apple products will continue to be ordered with proposal and Purchase Order (PO) through Apple, then shipped to an APS provider to be inventoried and asset tagged. Macintosh laptops/desktops will be enrolled in the PEAS program as part of this process. After professional services have been rendered for each device, the product(s) will then be shipped directly to the Ship To recipient specified in the PO. 

Purchasing through Apple direct will allow our community to pay educational cost for products, as well as the opportunity to receive additional promotional savings, which are offered for most laptops and desktops. As part of this service transition, fees will be reinstated for each of the following products ordered:

  • Laptops/desktops (MacBook, MacBook Air, MacBook Pro, iMac, Mac Mini, Mac Pro) $26.95
  • iPads (iPad Air, Pro or Mini) $20.95 
  • Apple Thunderbolt Display $20.95 

We are also pleased to let you know that you can now develop your own proposal to purchase Apple products. Instructions can be found on our website, including step-by-step directions, videos, and the opportunity to participate in a training webinar.

If you have any questions or concerns, please contact the PEAS team for assistance by opening an IS Service Desk request. We thank you for your patience during this transition and expect these new services will better serve our community.

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Two updates for the Mac Community, Office 2016 & El Capitan

December 11, 2015 2:00 pm

Mac OS X 10.11 (El Capitan) is Ready!

The Partners Enterprise Apple Support (PEAS) team is pleased to inform you that testing is complete and you may now upgrade to Mac OS X 10.11 El Capitan.  Before upgrading, please review the El Capitan Guide and check the compatibility chart to ensure software you may use is compatible.

Office 2016 for Mac is Now Available

  • Mac OS X 10.10 or newer is required.

How to request and install Microsoft Office 2016:

1. Call the Partners IS Service Desk 617-726-5085 and request an Office 365 subscription.
2. Follow step by step instructions in the KnowledgeBase article, HOWTO: Install Microsoft Office 2016 for Mac.

Known Issues:

  • The Symantec Enterprise Vault plug-in for Outlook for Mac is not compatible with Outlook 2016. The vendor has discontinued development of the Enterprise Vault plug-in for Mac. You can still access your archived email through the web interface by navigating to

Note: Apple, and therefore PEAS, supports the current OS and two prior versions. If you're running Mac OS X 10.8 Mountain Lion or older it is recommended that you upgrade. The Mac OS X 10.11 El Capitan upgrade is available from the Self Service app in your Applications folder or Apple's App Store. 

For any questions on El Capitan or technical assistance with upgrading, please submit a request for assistance to the Partners IS Service Desk.