Differences

This shows you the differences between two versions of the page.

--- support:it_troubleshooting [2023/01/17 19:57] – [1. Compatibility Checker] dpatenaude
+++ support:it_troubleshooting [2023/02/16 18:30] (current) – [Common Issues and Resolutions] dpatenaude
@@ Line 27: / Line 27: @@
     * .decimal applications require specific urls(or IPs) and ports to be unblocked and unimpeded in order to authenticate and place orders to .decimal's servers. Refer to the System and Network Requirements document provided by .decimal staff. At a minimum the url direct.dotdecimal.com (64.128.252.104) port 443 is always used. You may also refer to the [[support:it_troubleshooting#app_specific_network_requirements|.decimal client app network requirements]] for each application's latest network requirements (please ensure you have the correct application and app version).
       * **Note:** If using p.d 5.3 you'll also need to ensure update.dotdecimal.com (65.128.252.105) port 443 is also fully accessible.
-  - **Proxies / Web Security Appliance (WSA)**:
+  - **Proxies**:
-    * Some WSAs will attempt to decrypt and inspect our HTTPS traffic. Some customers have needed to include an exception in this network security device as this can impact and cause our encrypted and authenticated HTTPS traffic to encounter errors while in transit between the client software installed at the clinical facility and .decimal's servers. WSAs can lead to errors such as:
+    * .decimal internet traffic imposes strict client/server verification to ensure secure connections between the software installed at the clinic and our servers. As such, traffic from .decimal applications may encounter issues if a proxy is re-routing .decimal's traffic. Traffic from .decimal's software must be whitelisted to skip any network proxies if errors occur. See the Web Security Appliance (WSA) bullet below for more in depth explanation details and potential error messages due to using a proxy.
-      * Errors Include: ''"Request failed..."'' or ''"SSL handshake failed"'' or ''"SSL connect error"'' or ''"Could not connect to login server"''
+  - **Web Security Appliance (WSA)**:
+    * Some network security hardware (notably Proxies or WSAs) will attempt to decrypt and inspect our HTTPS traffic. Some customers have needed to include an exception in this network security device as this can impact and cause our encrypted and authenticated HTTPS traffic to encounter errors while in transit between the client software installed at the clinical facility and .decimal's servers. Network security hardware can lead to errors such as:
+      * Errors can Include (but are not limited to): ''"Request failed..."'' or ''"SSL handshake failed"'' or ''"SSL connect error"'' or ''"Could not connect to login server"'' or ''401'' errors or ''Error Getting the public key for JWT token''.
       * Common Required SSL Exemptions include (refer to the [[support:it_troubleshooting#app_specific_network_requirements|App Specific Network Requirements]] for detailed list):
         * ''dotdecimal.com''