Technical Support

Code42, previously known as CrashPlan, is a backup software solution provided by Research Computing Infrastructure for the protection of desktop and laptop computers. It allows you to protect your local machine's files on network storage for safekeeping. 
Please note that we don't consider local external storage media solutions like TimeMachine to be sufficient as a backup solution for research data. While local external storage solutions can be useful, they can and do fail.

If you are a lab member, please contact your department manager or administrator to request additional computers.

Partners PCs - "Standard Builds": Please review the workstation standards page to see what will be suitable for your needs. Follow these instructions for ordering. 

Non-Partners PCs: Contact information: 

• Apple: Kevin Black - Inside Account Executive
• Dell: Scott Versaggi or Corinne Cioffi - Inside Sales Account Managers
• Lenovo: Kevin Mullin - A-TRAC approved Lenovo reseller

Note: All computers connecting to the DFCI network must be encrypted. Please view our encryption information to learn how to request this service.

Printers: purchasing information is located here.  

Cables, Mice, keyboards purchasing info may be requested from Connection.com email: elizabeth.gosselin@connection.com

Crowdstrike software is required on Macs in order to connect to the Partners network. It compliments other antivirus software and is an industry standard for stopping viruses. You can install it yourself by opening the Self Service app in your Mac's application folder and clicking the Crowdstrike Install button. Further instructions here.
Note: PEAS enrollment required.

Research Computing Storage Management (RCSM)
Storage service which manages the lifecycle and archival of data. RCS Wiki: Research Storage

You can check your email anytime via Outlook on the web. At the first screen, use your email address and at the second screen where it says Access Office 365, enter your Partners username and email password. 
 

Dana-Farber encryption policy requires anyone using a flash drive (thumb drive) to use a hardware encrypted flash drive.
Kingston 32GB DataTraveler Vault Privacy 3.0 Flash Drive is one of the approved encrypted USB flash drives available from PC Connection. 
Contact Beth Gosselin to order. 

DFCI requires that all devices used for any DFCI business to be encrypted. If you have purchased a computer through DFCI purchasing, encryption is part of the acquisition process, and you don't need to do anything further. However, if you are using a device for business that has not gone through DFCI's purchasing process, please contact the IS Service Desk and note in the request: "DFCI Research—Encryption Request."
When we receive a new laptop (purchased with DFCI funding), we install a STOP tag and a Warning sticker. These allow us to identify a device if it is lost or stolen.
Mac users have the ability to encrypt automatically by installing the PEAS Self Service software. Read about it here.

• Partners PC:
  • Partners Network or VPN connection:
    • Click on Windows Start Menu Programs, All Programs, Workspace Favorites Folders, then select EPIC -or-
    • Use My Citrix / Workspace Apps: link on the Partners Applications menu, launch Epic Hyperspace
  • Off Network (no VPN):
    • In a web browser, navigate to Partners Workspace and select Epic
• Macs and non-Partners PCs:
  • Partners Network or VPN connection:
    • Launch the Citrix Workspace app
  • Off Network (no VPN):
    • Use Firefox or Chrome to access Partners Workspace. Detailed instructions can be found here. -or- 
    • Launch the Citrix Workspace app using VPN first, and then modify the Citrix Workspace app for future use: In Citrix Workspace Preferences, Accounts, add https://workspace.partners.org
  • Note: Mac users are unable to print reports
• iOS devices (iPhone, iPad, iPod touch): enroll in MobileIron to access Partners email, and other Partners resources.
  • If you use an iPad to access Epic, but have trouble after log in, you need to contact the IS Service Desk and ask for the Haiku/Canto team.

If you have trouble connecting to Epic, first make sure your Citrix Receiver software is up to date. Do not upgrade to the latest version of Citrix if you are using a Partners PC. After installing Citrix on Windows 10, check the default app to handle .ica file extensions is Citrix Connection Manager, detailed instructions here.

Further information on each tool can be found on the linked pages:

• Dropbox for Business is a secure, encrypted version of Dropbox, intended for file sharing.
• Livelink is a collaboration tool, used primarily for collaborative workspaces, online forms, and workflows. 
• OneDrive for Business is a place where you can store files in the cloud, access them from any device, or share them with others.
• Partners Secure File Transfer allows all employees to share large files without the use of email. (Biscom Delivery Server is currently unavailable)
  • When outside the Partners network, please use the secure URL: https://transfer.partners.org
  • When inside the Partners network, please use the standard URL: http://transfer.partners.org

Access CAMS outside of DFCI Network
Access CAMS inside DFCI Network

Connect or remove your freezer to CAMS
When you purchase a new freezer, you need to connect your freezer to the CAMS, When you move your freezer, or disconnect your freezer, you need first to remove your freezer from CAMS. To do so, you need to create a work order request using AWARE. Use the AWARE to submit requests for

• CAMS installation for new freezers.
• Temporarily remove a freezer from CAMS when defrosting, or moving.
• Update CAMS Responder information.
• Any other non emergency requests for the CAMS Administrator.

To request a Google email account (Gmail), please complete the request form and request a Google apps account. The email address will be <firstname_lastname>@mail.dfci.harvard.edu
If two-factor authentication (2FA) is needed, include it in the request. RCS Wiki: cloud account information

GPT4DFCI, a private, secure, HIPAA-compliant generative AI tool based on GPT-4, is now available to Dana-Farber workforce members to try out for work purposes, excluding clinical care

To request access:

1. If working remotely, be sure you're connected to VPN.
2. Visit the Informatics & Analytics GPT4DFCI sign-up page.
3. Log in with your MGB username and password.
4. Complete and submit the ticket.
5. Once your access is granted, visit https://gpt4dfci.dfci.harvard.edu 

Please review Dana-Farber’s new policy on acceptable use of generative AI. Workforce members are required to use generative AI systems in a manner that maintains the protection of protected health information (PHI), personally identifiable information (PII), and other confidential information. It also must be used in a manner that maintains the integrity required for scientific analysis as well as generation of scientific content such as text, images, graphics, and figures.

Please remember, publicly available AI tools can pose significant privacy and security risks. For this reason, only Dana-Farber-approved AI tools can be used for work purposes.

Do you want to discuss an idea for a custom GPT? Would you like API access? Get in touch.

Cluster Information: argosECard.pdf
User Guide: argosUserGuide.docx
Service Level Agreement (SLA): Argos_SLA_2020wg1.docx

Research Computing Services Wiki: Research Compute

For urgent issues, please do not submit a web ticket. Call the IS Service Hub at 617-632-3399 for these issues and indicate the priority. 
Non-urgent issues can be submitted via a web ticket. Find detailed instructions here.

For lab equipment other than computer purchases, you need to place your order through PeopleSoft. 
To have a new supplier added to PeopleSoft, fill out a New Supplier Request form.

Please review DFCI's Purchasing Policies and Procedures for information on purchases greater than $3,500. 
Policy requires three written, sealed bids or quotes for purchases of $10,000 or more. For items between $2,500 and $10,000, two quotes are required. In some situations, departments may request a waiver of the process by completing a waiver obtained from the Purchasing department.

DFCI's Communications Department offers a Lab Website Program (LWP) at no cost, utilizing DFCI branded templates designed for non-technical professionals to learn and use.
Contact to get started: Luise Dittrich - Project Manager, LWP.

As a Dana-Farber employee you may install Office on a PC/Mac, phone, or tablet. You will have 5 user licenses per class of device; 5 PC/Mac, 5 phones, and 5 tablets for a total of 15 possible installs on personal devices. NOTE: These licenses will be revoked upon end of employment at DFCI, and the software will revert to only allow reading of documents and worksheets. It will not allow Saving.

Partners PCs:
You can identify a Partners PC by labels annotated as “Partners Healthcare System”, “Device #” and barcode. Additionally, Partners PCs will have a grey and red window for a screensaver and login. If a machine you’d like office installed on is a Partners PC, the installation is  managed by our colleagues in Information Services.
All other computing devices - PC/MAC:
Use a web browser to go to portal.office.com and enter your DFCI email address. On the next page, enter your Partners User Name and password. Click the button on the right - “Install Now”.
Phones and Tablets:
Office is available on iOS, Android, and WinOS phones and tablets. Follow the link in the Microsoft portal page “Get Office on your devices” and follow those instructions.

If you are unable to log into the portal webpage, please contact the help desk @ 617-632-3399 or submit an IS Service Desk ticket with the description “DFCI Research – Provision Office 365 account for non-standard devices.”

Equipment can be purchased through Peoplesoft by navigating to eMarketplace, then Supplier Websites. Two suppliers are "The Ergonomic Group" as well as "PC Connections Sales Corp"
If you do not have access to Peoplesoft for ordering, you can reach out to the DFCI contacts listed here. 

NAC checks devices connecting to the Mass General Brigham network for compliance with specific security policies. The agent currently used at Mass General Brigham is ForeScout SecureConnector, which is already installed on most Mass General Brigham standard Windows workstations, some PEAS-enrolled Macs and mobile devices. Linux computers are exempt at this time.
Please see the DFCI Online NAC page for more information

Researcher Application form: GettingStartedwithSTRIDES.docx
The application form must be filled out and sent to Jim Coyne at Onix in addition to submitting a request on the Research Computing Infrastructure request form

As of Monday April 20, 2020 DFCI will be participating in the NIH STRIDES Initiative.  Joining the initiative will give researchers with NIH funded grants, access to discounts for services offered by Google Cloud Platform (GCP). 

The NIH STRIDES initiative promotes the use of cloud technologies in research.   Currently the NIH has negotiated with Google and Amazon to provide discounts to those researchers that would like to use these technologies.  The NIH  promises that in the near future, data sharing by funded institutions as well the NIH itself will be available. 
From the NIH Website “STRIDES Initiative”
“…NIH to explore the use of cloud environments to streamline NIH data use by partnering with commercial providers. NIH’s STRIDES Initiative provides cost-effective access to industry-leading partners to help advance biomedical research. These partnerships enable access to rich datasets and advanced computational infrastructure, tools, and services.”

Additional reference documents: GoogleCloudforStrides , STRIDESGCPProfessionalServices

Frontline Support provides advanced technical support to DFCI faculty and staff, distinct and in addition to the Partners Service Desk (Help Desk). Included in our support domain are non-standard equipment and configurations that are part of the diversity of tools and configurations critical to successful research work. Our goal is to have a well-staffed support team with the right blend of technical expertise and knowledge to support the wide array of activities carried out by DFCI faculty and staff.

We are available to consult and assist in addressing research issues, which can be complex and diverse, and may not easily fit into the generic help-desk model.

Access Outlook off site
Activate and setup Outlook 2016 for Mac

Mac users: Please do not use the "New Outlook" option -- it causes problems.

Access Shared Mailboxes
Open Public Folders

Research Computing provides the following remote access services, as well as information about frequently requested remote access topics (two-factor authentication, VPN, GoToMyPC):

Terminal servers for Mac users needing PC resources
For DFCI researchers whose primary workstation or laptop is a Mac, Research Computing provides a set of terminal servers to access PC resources and Partners applications. The software works as an emulator of a Partners PC workstation. To access the terminal services, please follow these instructions.

Two-factor authentication
DFCI has adopted the same security process for accessing a number of DFCI information systems as Partners Information Services. Accessing these systems from outside the DFCI/Partners network, or from DFCI’s onsite guest network, requires an additional step beyond submitting your username and password. Get DFCI-specific information on the two-factor authentication policy and process, as well as a DFCI-only process for international access.

Virtual Private Network (VPN)
A Virtual Private Network (VPN) allows someone to work remotely from DFCI while having access to all systems and software as though they were at their onsite work space. VPN is available for Macs and PCs, and is the recommended way to access DFCI resources remotely. Learn more at Partners Research Computing website: Request VPN access, VPN access links, Mac VPN instructions

GoToMyPC (managed by DFCI Client Services)
GoToMyPC creates a secure connection between an offsite computer and a computer on the DFCI campus, interfacing with the onsite computer via an offsite computer screen, keyboard, and mouse. Depending on the speed of the network connection, a user may experience slight delays when typing or clicking. Learn how to request a GoToMyPC account.

Network Access Control (NAC) checks devices connecting to the Partners network for compliance with specific security policies. The agent currently used  is ForeScout SecureConnector. Partners PCs have this software installed automatically. Research computers that are not standard Partners builds must install it manually.
How to verify a computer has SecureConnector installed

Teamviewer allows Frontline Support engineers to remotely connect to both Mac and Windows devices. If you have a Mac enrolled in PEAS, you can open the Self Service app in the Application folder, and install the Partners Teamviewer QuickSupport. After you run it, it will display the ID and password that you will need to supply to the support engineer allowing them to connect to your device.

This web page displays your profile information. For example, which Partners drives are available for you to access.
Log in with your Partners username and password.

Visio licenses are obtained by submitting an IS Service Desk request.