Service Alerts

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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.

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RISC Website Maintenance

December 7, 2015 7:00 am - 8:00 pm

This website and KnowledgeBase were unavailable while work was completed on Monday, December 7, 2015 from 7-7:20a.m. The updates addressed security, small bugs and feature updates. Please contact if you have any questions or concerns.  

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SSH (Secure Shell) Gateway Server Storage Quota

January 15, 2015 8:00 am

SSH (Secure Shell) Gateway Server - 1GB Storage Quota effective January 15, 2016

This is a reminder that the SSH server is to be used for temporary file staging only and not for storage. Each account is allotted 100MB of storage. Please remove any files that are no longer in use in the SSH server home folders. Beginning Friday, January 15, 2016, the hard quota for storage on the SSH Gateway Server will be set to 1GB.

In 2016, the SSH service will be migrated to a new ResLink platform that allows for security enhancements and a hardware refresh. The hard quota storage limit will be 100MB on the new platform. If you are currently using more than 100MB of storage, please begin to move your files to a separate location. Additional details will be sent regarding the new platform in 2016.

If you have any questions or concerns regarding data storage options at Partners, please visit our website or contact ERIS at   

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Lyris List Manager: Known Issues

November 2, 2015 4:32 pm

We are aware of several issues that you might experience with the Lyris List Manager system ( The following issues will be resolved with the next upgrade. 

  • The Image Library does not support an image located at an SSL site
    • Workaround: Contact and we can upload your images to the server.
  • List Manager not working in Firefox browser version 39
  • Paste from word option in the HTML editor not working with IE 11
    • Workaround: Use Firefox, Chrome or Safari to use the paste from word option
  • Unable to add a clickable link in a mailing or create a merge tag, when using Windows 7 with IE11
    • Workaround: Use Firefox, Chrome or Safari to create hyperlink or merge tag

The exact upgrade schedule will be posted and communicated to List Administrators as soon as it is confirmed. If you have any questions or additional issues, please email and a ticket will be opened for you.


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StudyTRAX Database Issue

October 30, 2015 9:25 am - 10:19 am

The StudyTRAX database experienced an issue and required a restart. StudyTRAX was unavailable from 9:25 - 10:19 AM, October 30, 2015.

The cause of the issue is still being investigated.

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MySQL connection issues

October 26, 2015 9:50 am - 10:27 am

Applies to: MySQL instance - experienced a heavy load from 9:50 am to 10:27 am this morning, October 26, 2015, which caused MySQL to be non responsive. MySQL is now running under normal load, and has no issues to report. 

We will be investigating the cause of disruption of service this morning and work to rectify the issue. If you are still experiencing connecting issues, please email us at, and we will assist you with your connection issues.

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REDCap Upgrade 6.5.15

October 28, 2015 6:00 am - 6:38 am

Partners Healthcare REDCap: Upgrades Complete

REDCap ( has been upgraded to v6.5.15 on Wednesday, Oct. 28.  Systems were offline from 6:00 AM - 6:38 AM ET.

This upgrade included a number of minor bug fixes.

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

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Policy Central is live

November 17, 2015 8:00 am

Partners HealthCare is introducing a new policy and procedures website, Policy Central. This replaces Trove Library. All active policies for Partners HealthCare, Spaulding Rehabilitation Network, and Partners Community Physicians Organization have been migrated to Policy Central.              

How do I access Policy Central?

  • From a Partners-managed Windows device, Go to Partners Applications > Policies and Procedures > Partners Policies and Procedures > You are redirected to Policy Central > Select your institution from dropdown menu.
    • Note: If you do not see Partners Policies and Procedures in your Partners Applications right away, please log off and log back in.
  • From a Mac or a non-standard Partners Windows device, visit:

Users must have a Partners network ID and password in order to access Policy Central. More information and a user guide is available in the IS Service Desk:   

If you have any questions, please contact the IS Service Desk.

Thank you,

Jigar Kadakia
Chief Information Security and Privacy Officer

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Monthly IS Maintenance (ISM)

October 19, 2015 2:00 am - 4:00 am

Applies To: All Users

Information Systems Maintenance (ISM) was performed on Monday, October 19 from 2:00 am to 4:00 am.

During this time, planned system maintenance and testing were 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.
  • All Cache Classis applications, except web paging, will be down from 2:00 am to 4:00 am.
  • The Specific applications within Cache Classic that will be down are listed below:
    • Partners-wide: LMR, Medication and Allergy Services, COE (Chemo Order Entry), CAS, EMPI
    • BWH: BICS, Historical Order and eMAR Viewer
    • MGH: eMAR, MGH POE and MGH EDIS, MGH OR Applications
    • All Cache Classic and Ensemble data interfaces and web services will be unavailable from 2:00am-4:00am.

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 2015 IS System Maintenance (ISM) Schedule in the IS Service Desk Knowledgebase (Partners login required).

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RISC Site Team Offices Closed on Tues 10/13/2015

October 13, 2015 8:00 am - 5:00 pm

RISC Site Team Offices are closed on Tues 10/13/2015. Urgent Issue? Contact IS Service Desk:

Closures include:

  • BWH (RICS) Site Team at 221 Longwood
  • MGH Site Team at Bartlett Hall Extension
  • McLean Site Team at the North Belknap Building