Hamilton Public Library's services have been severely disrupted for three months following a ransomware attack on the City of Hamilton's computer systems. Public computers remain offline at all 23 library branches, and there's no clear timeline for when these services will be restored.
The cyberattack occurred on February 25, forcing the library to shut down various services to prevent further damage. Chief librarian and CEO Paul Takala explained that this was a necessary precaution to ensure the safety of the library's systems. Although some services, like free WiFi, have been restored, the process of building a more secure network to safely reintroduce public computer access is still ongoing.
The uncertainty surrounding the timeline for full restoration is a major concern. "Speculating isn't helpful," said Takala. "We hope it will be soon, but we must be careful and can't make any commitments."
The prolonged outage has had a significant impact on library patrons like Deepthi Jayatunge, who relies on the library's computers for various tasks. Jayatunge, who is studying for a certificate at McMaster University, typically prints lecture materials and uses the library's reliable internet to connect with family in Sri Lanka. The absence of these services has created difficulties, especially for those who do not have alternative access.
Jayatunge, who also works at a Salvation Army emergency shelter, has observed the struggles faced by homeless individuals who depend on the library's computers to search for housing and employment. "Their lives are on hold," he noted.
Prior to the attack, the public heavily relied on library computers, averaging over 750 hours of use per day across all branches in early 2024. This heavy reliance underlines the critical role these services play in the community.
Currently, the library is unable to offer several key services, including public computers, printing, scanning, online holds, self-check kiosks, virtual programming, some Makerspace services, extended access at rural branches, and technical help with devices. However, patrons can still check out books in person, browse the library's website, and access e-books and audiobooks. WiFi remains available at all branches except Ancaster.
The Hamilton library's approach mirrors that of the Toronto Public Library, which experienced a similar cyberattack last year. Toronto faced over four months of disrupted services and chose to rebuild its system rather than pay the ransom demanded by the attackers. Hamilton is taking a similar path, gradually restoring services while enhancing the security of its systems.
Hamilton Mayor Andrea Horwath confirmed that the city did not pay the ransom demanded by the hackers, although she did not disclose the amount. Efforts to restore and rebuild the city's systems are ongoing, but officials have not provided a specific timeline for when normal operations will resume.
As the library works to rebuild, it aims to create a more resilient system that can continue to serve the community during future emergencies, such as power outages or severe weather events. "The library is not only a shelter for people, but also a place where they can contact family to say, 'I'm OK,'" said Takala.
The ongoing disruption of library services surfaces the immense need for secure and resilient public infrastructure to support community needs, especially for those who rely heavily on these services, for studying and otherwise.