FAQ Cyber attack UM
Which systems are available?
Currently, a lot of work is being done to make all systems available again. All processes and systems for education and research grant applications have the highest priority. Certain important systems that are needed for the education processes are available since 2 January. Which UM wide systems are available now? Click here for the latest overview for:
This overview will be updated daily. If (unit specific) systems are missing in this overview, please contact the ICT staff of your management unit.
Can I use Wifi?
Yes, UM wifi is working, albeit to a limited extent. You can use it for internet and to enter the UM systems that are back online. This includes the online library and all the actual full text sources on the web. These sources are also accessible from outside the UM network, via an external internet connection. The UM network drives are only accessible via a wired network connection, not via WiFi.
How about the internet?
Access to the internet was already possible via WiFi, and as from 17 January also via a wired connection.
Can I use VPN?
Employees have access to the Virtual Private Network (VPN) again. The start-up dialogue box shows an extra field, with 'Employees' as the default choice.
Can I print, scan or copy?
Print, scan and copy orders can be given again by selecting the printer installed on UM workstations. The myprint website is also operational.
My connection is unstable, what can I do?
It appears that some laptops, when connected to both Wi-Fi and a network cable, sometimes switch between these two connections. This can cause systems to be on and off accessible. If you experience these problems, we advise you to turn off Wi-Fi.
Is my password safe?
As a precaution, we will reset the passwords of all staff members and students. Please note that if you have changed your password, don't forget to update it on other devices to reconnect with WiFi.
- Students: go to Student Portal (studentportal.maastrichtuniversity.nl) and login with your current username and password. You will be prompted to change your password automatically. You can do this either within or outside the UM network. Check out the UM password policy. Please note: do not use the password recovery option!
- Staff members go to UM intranet (intranet.maastrichtuniversity.nl) and login with your current username and password. You will be prompted to change your password automatically. You can do this either within or outside the UM network. Check out the UM password policy. Please note: do not use the password recovery option!
Letters are not capitalised when entering a new password
On some devices (including iPhone and iPad) capitalized letters are displayed in lower case in the password entry boxes. Please note that the letters are actually registered capitalized (as intended). When in doubt you can always change your password on another device.
I've forgotten my current password, now what?
If you have forgotten your current password, please got to the MyAccount website (https://myaccount.maastrichtuniversity.nl) to request a recovery link to be sent to an alternative email address. Students can request a recovery link on their personal email address that was used in their application on Studielink. Employees can only request a recovery link if they registered an alternative email address earlier (for example during the password-reset campaign in 2018 / 2019).
If you don’t succeed with MyAccount, please go to the ICT Front-desks in the University Library locations (open Monday-Friday 9.00-12.30 and 13.00-16.30). Please note that you must be able to identify yourself.
In case it is impossible for you to request a recovery link on MyAccount and you are not able to travel to Maastricht to reset your password at one of the ICT Front-desks you can follow the procedure below:
Please send us a copy of your valid passport or id-card by e-mail (Servicedesk-icts[at]maastrichtuniversity[dot]nl) and include your UM login name (for students: your UM student number) and a valid cell phone number we can text the password to. It is advisable to use the KopieID App to make a secure copy of the document. This is an app created by the government that allows you to add a watermark to the copy of your identity document and to delete data that are not required. UM advises you, to render your BSN number, passport photo and the so-called Machine Readable Zone at the bottom of the document illegible and indicate on the copy that it is only for use as a one-time password reset for Maastricht University.
Can I turn on and use my computer/device?
You can use your device.
Are any files stored on network drives safe?
Yes, all files saved on the central network drives (I:, J:, K:, L:, N: and P:) are safe.
Do I have access to files on the central network drives?
The UM network has special, highly protected "file sharing" network drives in place, such as the J drive, for storing data files. Please note that the initial letter may be different for each university department or unit. These drives are fully accessible again from Tuesday 7 January; files can be opened, viewed, edited, saved and overwritten as usual, but only through a wired connection within the university (not Wifi).
Now all file servers are functioning normally again, make sure you upload your edited files back to the server and delete all local copies.
Does my UM email work?
Outlook, including email and calendar, are fully operational from Tuesday 7 January. All emails sent since 23 December will come in.
Have any email messages disappeared?
Are all email messages sent and received prior to 23 December available (and can they be opened safely)?
Can I work on my UM computer as normal?
Yes, but access will be limited. You will be able to use Microsoft Office on your UM computer and access files stored on the central network drives (provided you have a wired connection to the UM network).
Is Student Desktop Anywhere (SDA)/ Virtual Desktop Infrastructure (VDI) live?
In addition to laptops and PCs, UM also has a VDI/SDA system (workstations linked to a little black box). VDI/SDA are operational again from Monday 6 January.
How do I know if my device has been affected by the cyber attack?
Staff members: To our current knowledge, the cyber attack was a targeted attack on the central servers and systems and individual work places/devices have not been affected. There is active monitoring on infected devices; after detection, these will be isolated and you will not be able to continue working. In that case, contact your own unit via the mail addresses in the sidebox.
How do I install the monitoring software (Carbon Black)?
The software is installed on most computers automatically, or your local IT contact will make an appointment to do so manually. On the first day that you start using your computer at the UM please restart it at least twice while it is connected to a network cable to enable the automatic installation.
Can I check if the Carbon Black software is installed?
Yes that is possible. Open “Task manager” and search for the process “Cb Response Sensor”. When this process is running the software is installed.
What do I need to do if the software is not installed?
Please contact your local IT support. In case your computer is equipped with AthenaDesktop ICTS will contact you in due time to check and install the software.
Is it possible that my other devices (mobile phones, tablets etc.) have also been affected by the cyber attack?
To our current knowledge, these devices were not affected.
Can I open or use my files that were stored locally on UM devices?
Are external storage media (usb sticks) that were connected to the UM network also damaged?
We have no reason to assume that external storage media are affected by the hack. However, you need to check this yourself. We advise you to do so from an updated machine with a current virus scanner with Carbon Black installed.
Whom can I turn to for help with lost data (files, emails, etc.)?
Staff members: send an email to the faculty mail address (see sidebox).
Students: send an email to servicedesk-icts[at]maastrichtuniversity[dot]nl.
Can Apple computers/devices be safely used?
We are still investigating that.
How can I book a room?
Room booking is not available yet. We'll get back to that asap.
As from 24 January, the temporary email addresses are no longer in use. (Prospective) students and employees can reach us through the regular communication channels again (please check the website of your own faculty, service centre or study programme for which you are applying).
Did you already send an email to a temporary email address and haven’t received an answer yet? Please send your question again to the contact address of your faculty, service centre or study programme, and you will receive an answer as soon as possible.
Students who have questions that are not answered in the FAQ and that are not related to their study programme, can send an email to study[at]maastrichtuniversity[dot]nl.
Click here for an overview of the available systems for students
If you have cyber attack related questions than mentioned in this FAQ, please contact the callcenter (study[at]maastrichtuniversity[dot]nl, tel +31 43 388 5388). For questions concerning your study programme: contact your own faculty through the regular channels or visit the education desk at your faculty.
Study delay due to cyber attack and Leniency Committee
Students who have experienced obstacles in their study progress due to the cyber attack can address a leniency committee, led by vice-rector Harm Hospers. Information about the procedure can be found here.
The general alumni email account alumni[at]maastrichtuniversity[dot]nl is available again.
The accounts and passwords for the lifelong alumni mail account (@alumni.maastrichtuniversity.nl) and the alumni portal have not been affected by the cyber attack, but are still blocked. So you cannot change your password, register for events or change your name and address details at this time. For (urgent) questions related to alumni matters, such as the registration for events or changes in your contact details, you can send an email to alumni[at]maastrichtuniversity[dot]nl.