Hamilton library computers, other services remain down, 3 months after ransomware attack

Three months after a ransomware attack on the City of Hamilton's systems, public computers remain shut down across all of Hamilton Public Library's 23 branches with no certain timeline of when the popular service will be restored.

Library computer usealong with other services, such as printing and online holds, were suspended when cyber criminals launched the attack on Feb. 25.

In response, thelibrary followed the city's lead and "shut down everything" to ensure the impacts didn't spread, said chief librarian and CEO Paul Takala.

Since then the library has restored some services like its free WiFi while IT staff build a more secure network, which will allow staff to turn back on the public computers, Takala said.

How long that will take is unknown, said Takala.

"It's not really helpful for us to speculate," he said. "I would hope it's going to be fairly soon, but we have to be very careful. We can't commit to that."

Watch: Nearly 3 months after cyberattack, Hamilton libraries continue to rebuild their network:

Nearly 3 months on, Hamilton libraries continue to grapple with ransomware impacts, says CEO

5 months ago

Duration 1:11

Chief librarian and CEO Paul Takala can't provide a timeline for when all services, like public computers, will be restored but says IT staff are working as quickly as possible to rebuild the system. This update comes nearly three months after Hamilton experienced a ransomware attack, suspending many services.

'Alot of people who don't have other options'

It's already felt like too long for Deepthi Jayatunge, 50. Outside Central Library last week, he listed all the ways he normally relies on the computers there.

He's working toward a certificate at McMaster University and usually prints out his lecture slides and notes at the library another free service for cardholders that's currently unavailable.

The library computers are also faster and more reliable than his one at home and he uses them to connect with family back home in Sri Lanka and send photos and documents, he said.

There's also helpful library staff "with technical know-how" to assist with any computer issues and help him avoid online scams, Jayatunge said.

Working as a cook at the Salvation Army emergency shelter across the street from Central Library, Jayatunge said he's seen the impact on men experiencing homelessness who have no way to search for housing or jobs other than the library computers.

Their lives are on hold, he said.

The public was relying heavily on library computers leading up to the ransomware attack, using them for over 750 hours a day, on average and across all branches, in the first seven weeks of 2024, according to library data.

"Obviously right now we're very concerned that computers aren't working," Takala said. "There's a lot of people who don't have other options."

All library services currently not available, according to the city:

• Public computers

• Printing, scanning and photocopy

• Borrowing or placing a hold online

• Self-check kiosks

• Virtual programming

• Some services in the Makerspaces

• Extended access at rural branches

• Help with tech devices

People can still check-out books in person, browse the library's website and access e-books and audio books. WiFiis also available at all branches except Ancaster.

Toronto experienced 4-month freeze

Toronto's library experienced a cyberattack last year, which limited services for over four months beginning on Oct. 28. Like the City of Hamilton, it did not pay a ransom to recover stolen material and instead rebuilt its system.

In Toronto's case, its website, online user accounts, digital collections, public computers and printing services were all unavailable until early 2024, but it kept its branches open.

That's Hamilton's approach too restoring services gradually and offering as much as possible to the public, said Takala.

As the library rebuilds, it's hoping the new system will allow it to serve the public during natural disasters and other emergencies.

"We need to make sure we have an effective plan so a power outage doesn't disable us completely, or if there's a big storm, how can we be ready to support the community?" Takala said.

"The library is not only a shelter for people, but the place they can contact family, to say, 'I'm OK.'"