The online system of the Toronto public library is unavailable due to a cybersecurity breach

Why can't I access my Toronto public library's online account?

Toronto Public Library's digital infrastructure has fallen victim to a ransomware attack, impacting several essential services. Currently inaccessible are tpl.ca, the "your account" feature, tpl:map passes, and digital collections. Additionally, public computers and printing services at our library branches are temporarily unavailable due to this incident. The Toronto public Library is working diligently to restore these services.

What is a ransomware attack?

A ransomware attack is a type of malicious cyberattack in which an unauthorized party encrypts a victim's files or entire computer system, rendering them inaccessible. The attacker then demands a ransom, typically in cryptocurrency, in exchange for providing the victim with the decryption key or a means to regain access to their data.

The primary goal of a ransomware attack is financial gain for the cybercriminals. Once the victim's files are encrypted, they receive a ransom note containing instructions on how to make the payment. The ransomware perpetrators may threaten to permanently delete the files or increase the ransom amount if the victim does not comply within a specified timeframe.

Ransomware attacks can target individuals, businesses, or even entire government organizations. They often spread through phishing emails, malicious links, or exploit vulnerabilities in software. In some cases, ransomware may also propagate laterally across a network, infecting multiple connected devices.

Preventing and mitigating the impact of ransomware attacks involves employing robust cybersecurity measures, such as regularly updating software, implementing security patches, conducting employee training to recognize phishing attempts, and maintaining up-to-date backups of critical data. Additionally, organizations often deploy antivirus software and other cybersecurity tools to detect and block ransomware threats.

Is my personal information, stored at the Toronto public library, leaked due to this ransomware attack?

Updated on November 15, 2023: The Toronto public library has determined that the leaked data include current and former staff employed by the Toronto public library. The leaked data include information about individuals' names, social insurance numbers, birth dates, and home addresses.

Updated on November 11, 2023: unfortunately, the Toronto public library has now determined that sensitive data may have been exposed. Investigation is on-going to determine whose and which kind of information are affected.

Outdated update on November 9, 2023: as per the official statement from the Toronto Public Library, there is currently no evidence indicating any compromise of personal information belonging to the library's staff or customers.

This matches our expectation and experience with this type of attack since ransomware attacks typically focus on encrypting or blocking access to files and systems rather than directly stealing Personal Protected Information (PPI). Personal Protected Information, often referred to as Personal Identifiable Information (PII), includes sensitive details like Social Security numbers, credit card information, or banking details. While the primary aim of ransomware is to extort money from victims by encrypting their data, it doesn't usually involve the theft of PPI.

When did this ransomware attack targeting the Toronto public library happen?

The incident was discovered on October 28, 2023.

When will the Toronto public library's website and its functionalities restore?

According to the official update on November 9, 2023, it will take a week or more before all systems can be fully restored. Thus, the earliest expected recovery date may be November 16, 2023.

Can I renew my expired, or soon expired, Toronto public library card?

Regrettably, card renewals are temporarily unavailable. However, there's no need to worry; both library and digital access cards will remain valid during this period. You can continue borrowing items and accessing digital services like OverDrive, Hoopla, and Kanopy as usual. Rest assured, all cards will receive automatic extensions when regular services resume.

I can’t view or download my MAP (Museum + Arts Pass) reservation. What can I do?

For those encountering difficulties in downloading tpl:map reservations, a member of the tpl:map team will promptly contact you. They will discuss options, including the possibility of emailing the pass or assisting with the cancellation and rebooking process for future use. Your prompt assistance and understanding are greatly appreciated.

I cannot check whether my hold became available. What should I do?

For those uncertain about the availability of their holds, please take the following steps:

1. If you received a notification before Saturday, October 28, stating that your hold is ready, consider calling or visiting your designated pick-up branch to confirm its availability.

1. If you had a book in transit before October 28, it might now be ready for pick-up. To confirm, we advise calling or visiting your branch.

Taking these actions will provide you with clarity regarding the status of your holds and ensure a smooth pick-up process.

I think my hold might be available for pick up, but I’m not sure. What should I do in this situation?

If you received a notification before Saturday, October 28 indicating that your hold was available, please call or visit your pick-up branch to confirm availability. Also, if you had a book in transit before October 28, it may be available for pick up now. Again, we recommend calling or visiting your branch to confirm.

Will I be charged if I don’t pick up my hold since I am unsure whether my hold is available?

Rest assured, there will be no charges incurred for holds that remain unclaimed during this period. Your understanding and flexibility are appreciated as we work to provide the best possible service to our patrons.

What will happen if my hold is in transit? Will I be charged if I do not pick it up on time?

No, you will not be charged. For those with holds currently in transit, the system will maintain their existing status during this period. Once our system is operational again, these in-transit holds will undergo processing and become available for customers to pick up. Your patience and understanding during this process are greatly appreciated.

May I renew my books?

Renewing a book is a straightforward process. You can either visit your local branch with the book or simply call the branch and provide the barcode number for renewal. Choose the option that suits your convenience, and the library staff will assist you promptly.

Item due Soon? The Toronto public library no longer charges a late fee.

Rest assured, late fees are a thing of the past! Since June 2022, we've transitioned to a fine-free model. While there's no need to stress about late fees, we do encourage you to renew or return your items promptly for the consideration of other customers. Your cooperation is greatly appreciated.

Can I still borrow books while Toronto public library system is unavailable due to this ransomware attack?

Even with our system undergoing maintenance, borrowing and returning items at branches remain fully operational. Additionally, patrons can explore a vast collection of ebooks, audiobooks, films, and music through digital platforms such as OverDrive, Hoopla, and Kanopy (view the complete list at tpl.ca). Continue to enjoy the extensive offerings available while our system undergoes necessary updates.

May I still book a study room at the library?

Yes. Library staff are currently managing study room reservations manually, adhering to a first-come, first-served basis. To confirm the availability of study rooms, we encourage patrons to call or visit their preferred branch. Your understanding and cooperation are appreciated during this period of adjustment.

What about the library events, workshops and programs? Are they cancelled?

While most events are proceeding as scheduled, it's important to note that programs and workshops in Computer Learning Centres have been canceled until further notice. Here's how you can stay informed:

• In-Person Events:
• For local events, please call the host branch to confirm details.
• Check Eventbrite for our signature series such as Salon Series and On Civil Society.

• Online Events:
• Explore and register for upcoming events on Crowdcast for TPL Programs, TPL Culture, and TPL Kids.

Stay connected and engaged with our diverse range of programs, whether in-person or online. For any specific inquiries or confirmation, feel free to reach out to your local branch.