Category Archives: Faculty Computing

iSites brief outage on February 2, 2011

iSites service was interrupted briefly on Wednesday, February 2, 2011 from approximately 3:00 pm to 3:45 pm due to a network issue connecting to database servers on the central campus.  The issue was resolved quickly and iSites is fully functioning.

If you are still experiencing any issues with iSites, please contact the HSPH Helpdesk at 432-HELP.

Safeboot update

Update
Our work with McAfee on the laptop encryption issue was successful.  We believe that we have resolutions for the initial issue that occurred on Sunday and as well as this morning’s issue.  Both issues were caused by configuration settings made by McAfee technicians.

The Helpdesk is calling people who have notified us of laptop login issues.  For most users, we can fix your laptop over the phone.  If you would prefer to bring your laptop to the Helpdesk, we can fix the issue there.  Finally, we have technicians in the field making visits to assist with the problem.


Please contact us at 432-HELP if you are still having an issue.

Thank you for working with us.  We hope to have this issue fully resolved shortly.

9:51 am
We are having additional issues this moring with our Safeboot laptop encryption software.  Both desktop and server teams are currently working with McAfee on a resolution.

If you have an encrypted laptop and are still having difficulty logging in, please contact the Helpdesk at 432-HELP for further information.

We apologize for the inconvenience and will update you as soon as we have a resolution.

Safeboot issue

Our Safeboot server that manages laptop encryption began experiencing issues on Sunday afternoon and has impacted some HSPH users.

Server administrators are working with McAfee to resolve the issue as quickly as possible. If you are having trouble logging into your encrypted laptop, please contact the HSPH Helpdesk at 432-HELP.

Spam Warning

Dear HSPH Community,

A spam message that asked for username and password was delivered to many mailboxes at HSPH this morning (see copy of message below).

Please delete this message and do not respond.  Please be reminded that the HSPH Helpdesk will never ask for credentials through email.  The HSPH Helpdesk will not ask for password information under any circumstances.

If you did respond to this email with your credentials, please visit https://password.sph.harvard.edu to reset your password or contact the Helpdesk at 432-HELP for assistance.

Thank you,
HSPH Helpdesk
——-

Dear valued Webmail ® member.

THIS MESSAGE IS FROM OUR Web-Mail Customer Security  Service TEAM
This message is  sent automatically by the computer.

Dear Member, this mail in to notify you that we are currently  under going maintenance in our webmaster service to upgrade to a  more secured and faster internet service . We having to find out that most account have not be active for some time due to one or another reason, we are currently deleting account from our main server to reduce the load since it has been rendered useless. We suggest you help us to protect your account.  If you are receiving this message it means that your Email has been queued  for deactivation: this was as a result of a continuous error script (code:505) received from your Email resolve this problem and we are about deleting your account service. To verify that your Email is active, you must reply to this e-mail by providing us the following Information for confirmation.

Current Email User Name : {         }
Current Email Password :  {         }
Re-confirm Password:      {         }

Note: Providing a wrong information or ignoring this message will resolve to the deactivation of your Email Address from our control panel.

Thank You
© 1999 – 2011 Web-mail. All
rights reserved.
Web technical Support team

Upcoming System Maintenance on Thursday, January 13, 2011

On Thursday night, January 13th, we will be performing our normal system maintenance to all servers and network equipment. 

The maintenance window will last from 7:00 PM until 1:00 AM.

The following services will have one or two small outages:
(You can continue to work, but may have brief pauses while services
restart)

The following services will be unavailable for the duration of the maintenance window:

All future planned down times are Thursday nights from 7PM to 1AM on the following dates:

  • 2/10/2011
  • 3/13/2011 (Sunday, due to academic calendar)
  • 4/14/2011
  • 5/15/2011 (Sunday, due to academic calendar)
  • 6/16/2011
  • 7/14/2011
  • 8/11/2011
  • 9/15/2011
  • 10/13/2011
  • 11/10/2011
  • 12/15/2011

Winter Break Phone Support

The HSPH Department of Information Technology help desk will be closed for the winter break beginning on Thursday, December 23rd.  We will reopen on Monday, January 3rd.

We will provide phone support for emergency situations during break.

Phone support hours:
Monday, December 27th – Thursday, December 30th
9:00 AM – 1:00 PM
Phone: 617-515-5496

Please note that all HSPH systems, including Groupwise Email, network drives, print services, and web servers are monitored 24 hours a day and 7 days a week throughout the year including during the winter break.

If you have any questions, please contact the Helpdesk at 432-HELP.

Thank You,
IT Helpdesk

Disaster Recovery Testing on December 27 and 30, 2010

UPDATE: Date postponed until Tuesday, 12/28/2010 at 5:00PM due to weather.

Over the holiday break, the Department of Information Technology will have two service interruptions which are required for our disaster recovery testing. The first is on Monday, December 27, 2010 and the second is on Thursday, December 30, 2010.  Work will begin at 5 pm on both days.

During this time, we will be performing a full test of our disaster recovery implementation simulating an emergency situation. We expect to have all services back up and running by midnight.

All HSPH mission critical servers and data are replicated at a remote site.  In case of an emergency at HSPH that affects our server rooms (i.e., flood), we are able to switch to the remote location restoring core services to the community as quickly as possible.  Examples of core services include email, file sharing, and web services. The following services will be unavailable for the duration of the switch-over on December 27th beginning at 5 pm:

On Thursday, December 30th from 5PM to 12AM, we will have the final service interruption in order to return to normal operations back at HSPH.  We expect to have all services up and running by midnight.  The following services will be unavailable for the duration of the switch-back on December 30th:

The Forum at HSPH: Friday, November 5 at 1:30 pm

The first Forum at HSPH event, The Impact of the 2010 Elections on US Health Reform, will be held on Friday, November 5, 2010 at 1:30 pm.

Tune in at http://www.forumhsph.org and watch the event live on your PC or MAC.

Using a mobile device?

View video optimized for

The new 10th floor Forum room features seating for 40 people as well as state-of-the-art audio and video, production lighting and sound, video conferencing, and web streaming.

Sarah Bearse, HSPH’s audio-visual engineer, played a key role in designing the audio-visual room system with Ian Tosh from Rule Engineering and Jon Barkan from Communications for Learning. 

Many other IT staff members participated throughout this project making important contributions including

  • Christopher Ternan (graphic design and web development), Blain Smith (web development and streaming), 
  • Kevin Wnek (web development and streaming),
  • Nate Varney (audio-visual engineering),
  • Chris Riley (video) and Steve Riccardi (network and telepresence).

Finally, thank you to Larry Bouthillier, Eric Parker, and others on the Icommons staff for their assistance and support with mobile streaming.
We look forward to many great events in the room!

A second iPad brownbag luncheon scheduled for November 17, 2010

On October 26, 2010, User Services’ Patrick Creedon hosted a brown bag luncheon on the iPad at HSPH.  The event filled up quickly and was well received.  Thank you to all that attended!

We have arranged for a second session on Wednesday, November 17th in Kresge room 110 at 12:00pm.

Space is limited so please RSVP to the Helpdesk by email at helpdesk@hsph.harvard.edu. Look for announcements on future brown bag discussions:

  • December: Communication options (Skype, Webex/web conferencing, video conferencing and telepresence)
  • January: Mac support at HSPH

Ipad Event Information:
You may have noticed that User Services’ staff members have been accessing Helpdesk tickets and completing other field work on iPads.  Over the past three months, we have been piloting iPads to assist us in our day-to-day activities.  We would now like to share with you what we have learned about their usefulness at HSPH.

Please join us on Tuesday, November 26th in Kresge room 110 at 12:00pm for an informal session on this emerging techology.  This session will be hosted by User Services’ Patrick Creedon.  Patrick previously worked part-time at the Apple Store and is our local Mac expert.  We will have iPads on hand for you to test.

Some topics Patrick will cover:

  • Learn about purchasing and basic information
  • Learn about popular Ipad applications
  • Learn about email, calendaring, viewing meeting materials, and more
  • Bring your questions!

New Help Desk at Landmark Center

The Department of Information Technology is pleased to open a new Help Desk at Landmark Center on Tuesday, November 2, 2010.

The new Help Desk may be found at Landmark East, 3rdFloor, Section 22, workstation 3 and is conveniently located next to the LM 3 Lobby and near the two 3rd floor conference rooms. 

Hours are as follows:
Mondays: as emergencies/tickets arise
Tuesdays:  10 am to 1 pm
Wednesdays:  1 pm to 4 pm
Thursdays: 10 am to 1 pm
Fridays: as emergencies/tickets arise

The new location will allow User Services staff to do more work at Landmark (i.e., laptop repairs, PC setups, software installs) and will improve response time for issues and general computing questions. 

The Landmark community should continue to call the main Help Desk line at 432-HELP.  All phone calls and emails will continue to be routed through the main desk. 

The Helpdesk is located behind Louise Bishop’s cubicle which is to the left of the LM 3 Lobby and behind the orange curved wall. Please look for the Helpdesk signs.

We would like to thank the Department of Nutrition for generously providing the work space.
If you have any questions on this new offering, please contact Christopher Cahill, User Services, 432-6272.