Get help and find information about service issues.
HSC Technology Support provides support for core services to all Health Science Center (HSC) faculty and staff for standard HSC-owned and -operated workstations. These services may not apply to non-standard workstations or departments with independent technical staff.
There are no outages to report at this time.
Check in on any upcoming changes to HSC systems or services. During changes, there may be technology outages. We apologize in advance for any inconvenience.
View the Global HSC Change Calendar. For further assistance, call HSC IT at 505-272-1694.
Monthly HSC Maintenance Window - 7:00 am - 9:00
HSC IT Systems has established an ongoing maintenance window that will be on the third Saturday of each month from 7:00 AM to 9:00 AM. This window is intended to allow IT staff to perform critical system updates and server reboots when necessary in order to ensure a stable and secure environment. During this window, some academic and research services may be intermittently unavailable.
Clinical and patient care related services will not be affected by this window.
If you have any questions, please contact: CIO-Sys-Maint@salud.unm.edu
7/7 - New Mail Manager Feature Implementation 10:00 am
Mail Manager is a new way for your to manage your incoming mail. You will have the ability to release your own attachments that would have been stripped due to policy, allow senders you deem safe, or block senders you no longer want to receive mail from or that you think is malicious. You will receive a daily email at 6am with all of the mail that was stripped or marked as spam over the last 24 hours.
6/26 - Network Hardware Upgrade
Our HSC Network team will be preforming hardware upgrades on Sunday, June 26, 2022 beginning at 9:00 a.m. This work is expected to last throughout the day. These hardware upgrades will improve network stability for our Tricore Laboratory interfaces and Phillips Monitor interfaces. Please insure that all personnel who will be working on Saturday, June 25 are aware of this network upgrade.
Impact to Users During Upgrade:
• The Network team DOES NOT anticipate a downtime for the Tricore Laboratory System or Phillips monitors.
• If a downtime occurs, additional communications will be sent via email and the Cerner Banner.
• Users may experience random, short lived delays to these systems as the upgrade work is completed.
• Users may experience issues accessing the PACS archive system during this upgrade.
We recognize that this type of work can be disruptive to workflow. Thank you for your cooperation and patience while with work with our vendor to complete this hardware upgrade. We believe the new hardware will improve your work experience. If you experience issues with systems other than Tricore and Phillips during this upgrade work, please contact the Service Desk at 2-DATA (272-3282) or via the intranet at https://requestit.uhapps.health.unm.edu/.
5/30 thru 5/31 - Automated removal of the McAfee Client from Workstations
During this period the McAfee client will be removed from all workstations. The HSC no longer uses McAfee for endpoint security.
5/11 - Pulse VPN Upgrade Outage 5:30 am - 7:30 am
The Pulse VPN will not be accessible for 20 minutes during this period of time to complete the upgrade. This will not impact the Radiology or UNMH VPN.
4/10 - Network Perimeter Maintenance 6:00 am - 10:00 am
Adjusting Internet Protocol addresses on the perimeter of the network. Phillips monitoring and Tricore interfaces will be off-line. Cerner access will not be affected.
3/18-3/20 - Lobomart Upgrade
Please be advised that the LoboMart application will be undergoing a scheduled upgrade this weekend. The upgrade window is from Friday, March 18, 2022 at 7:00 PM until Sunday, March 20, 2022 at 10:00 AM. Users may experience a downtime during this window.
Any questions or comments should be directed to the Purchasing Department at purch@unm.edu.
2/16-2/17 - Remove News and Weather Icons on Windows Task Bar
This change will free up space on the workstations task bar. There will not be a reboot of the workstation.
2/8-2/9 Pulse VPN Upgrade
Upgrade the Puse VPN from version 9.1R13.1 to 9.1R14
11/7 - Enable Multifactor Authentication on the Citrix Gateway
Enable MFA on Citrix Gateway https://citrixweb.health.unm.edu
9/14 - VPN Multifactor Authentication Change
On September 14, 2021, the Duo application for VPN authentication will be replaced by the Microsoft Multi-Factor Authentication (MFA) product. After this date, when you logon to Pulse VPN, you will be prompted to grant VPN access via Microsoft MFA. This is the same product we moved to in August for email/O365 multi-factor authentication.
Version update of the VPN service. The HSCVPN will be unavailable during this time.
7/20-9/31 Implementation of Multi-Factor Authentication (MFA)
Monthly HSC Maintenance Window - 7:00 am - 9:00
HSC IT Systems has established an ongoing maintenance window that will be on the third Saturday of each month from 7:00 AM to 9:00 AM. This window is intended to allow IT staff to perform critical system updates and server reboots when necessary in order to ensure a stable and secure environment. During this window, some academic and research services may be intermittently unavailable.
Clinical and patient care related services will not be affected by this window.
If you have any questions, please contact: CIO-Sys-Maint@salud.unm.edu
7/7 - New Mail Manager Feature Implementation 10:00 am
Mail Manager is a new way for your to manage your incoming mail. You will have the ability to release your own attachments that would have been stripped due to policy, allow senders you deem safe, or block senders you no longer want to receive mail from or that you think is malicious. You will receive a daily email at 6am with all of the mail that was stripped or marked as spam over the last 24 hours.
6/26 - Network Hardware Upgrade
Our HSC Network team will be preforming hardware upgrades on Sunday, June 26, 2022 beginning at 9:00 a.m. This work is expected to last throughout the day. These hardware upgrades will improve network stability for our Tricore Laboratory interfaces and Phillips Monitor interfaces. Please insure that all personnel who will be working on Saturday, June 25 are aware of this network upgrade.
Impact to Users During Upgrade:
• The Network team DOES NOT anticipate a downtime for the Tricore Laboratory System or Phillips monitors.
• If a downtime occurs, additional communications will be sent via email and the Cerner Banner.
• Users may experience random, short lived delays to these systems as the upgrade work is completed.
• Users may experience issues accessing the PACS archive system during this upgrade.
We recognize that this type of work can be disruptive to workflow. Thank you for your cooperation and patience while with work with our vendor to complete this hardware upgrade. We believe the new hardware will improve your work experience. If you experience issues with systems other than Tricore and Phillips during this upgrade work, please contact the Service Desk at 2-DATA (272-3282) or via the intranet at https://requestit.uhapps.health.unm.edu/.
5/30 thru 5/31 - Automated removal of the McAfee Client from Workstations
During this period the McAfee client will be removed from all workstations. The HSC no longer uses McAfee for endpoint security.
5/11 - Pulse VPN Upgrade Outage 5:30 am - 7:30 am
The Pulse VPN will not be accessible for 20 minutes during this period of time to complete the upgrade. This will not impact the Radiology or UNMH VPN.
4/10 - Network Perimeter Maintenance 6:00 am - 10:00 am
Adjusting Internet Protocol addresses on the perimeter of the network. Phillips monitoring and Tricore interfaces will be off-line. Cerner access will not be affected.
3/18-3/20 - Lobomart Upgrade
Please be advised that the LoboMart application will be undergoing a scheduled upgrade this weekend. The upgrade window is from Friday, March 18, 2022 at 7:00 PM until Sunday, March 20, 2022 at 10:00 AM. Users may experience a downtime during this window.
Any questions or comments should be directed to the Purchasing Department at purch@unm.edu.
2/16-2/17 - Remove News and Weather Icons on Windows Task Bar
This change will free up space on the workstations task bar. There will not be a reboot of the workstation.
2/8-2/9 Pulse VPN Upgrade
Upgrade the Puse VPN from version 9.1R13.1 to 9.1R14
11/7 - Enable Multifactor Authentication on the Citrix Gateway
Enable MFA on Citrix Gateway https://citrixweb.health.unm.edu
9/14 - VPN Multifactor Authentication Change
On September 14, 2021, the Duo application for VPN authentication will be replaced by the Microsoft Multi-Factor Authentication (MFA) product. After this date, when you logon to Pulse VPN, you will be prompted to grant VPN access via Microsoft MFA. This is the same product we moved to in August for email/O365 multi-factor authentication.
Version update of the VPN service. The HSCVPN will be unavailable during this time.
7/20-9/31 Implementation of Multi-Factor Authentication (MFA)
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