support:it_troubleshooting
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support:it_troubleshooting [2021/11/17 20:48] – [Compatibility Checker] dpatenaude | support:it_troubleshooting [2023/02/16 18:30] (current) – [Common Issues and Resolutions] dpatenaude | ||
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====== IT/Network Troubleshooting ====== | ====== IT/Network Troubleshooting ====== | ||
- | Each customer and hospital IT department | + | <WRAP center round info 55%> |
+ | **.decimal System Status**\\ | ||
+ | Prior to beginning the network troubleshooting steps refer to our [[https:// | ||
+ | </ | ||
+ | |||
+ | |||
+ | As the software provided by .decimal requires access to the internet to place orders, the proper functioning of our software | ||
+ | |||
+ | |||
+ | ---- | ||
===== Traffic Architecture ===== | ===== Traffic Architecture ===== | ||
- | .decimal' | + | .decimal' |
- | {{: | + | {{: |
+ | |||
+ | |||
+ | ---- | ||
===== Common Issues and Resolutions ===== | ===== Common Issues and Resolutions ===== | ||
- **Blocking or filtering the required .decimal urls or ports**: | - **Blocking or filtering the required .decimal urls or ports**: | ||
- | | + | |
- | - **Proxies / Web Security Appliance (WSA)**: | + | * **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**: |
+ | * .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' | ||
+ | - **Web Security Appliance (WSA)**: | ||
+ | | ||
+ | * Errors can Include (but are not limited to): ''" | ||
+ | * Common Required SSL Exemptions include (refer to the [[support: | ||
+ | * '' | ||
+ | * '' | ||
+ | * .decimal software requires verbose SSL client to server verification of the encrypted HTTPS traffic. As such, any WSAs may cause .decimal client software to fail the SSL verification if the HTTPS traffic is intercepted by a WSA. This can lead the client or server software to assume a 'Man in the Middle' | ||
+ | - **Users not receiving decimal Direct email invites**: | ||
+ | * Refer to the decimal Direct [[direct: | ||
- | ===== Troubleshooting Steps ===== | ||
+ | ---- | ||
- | ==== Compatibility Checker ==== | + | ===== Troubleshooting Steps ===== |
+ | |||
+ | The following steps may help when troubleshooting network security and IT issues for your facility. | ||
+ | ==== 1. Compatibility Checker ==== | ||
Running the compatibility checker will ensure that all required .decimal IP addresses and ports are not being blocked. | Running the compatibility checker will ensure that all required .decimal IP addresses and ports are not being blocked. | ||
- | **Note: The Compatibility Checker only ensures that the primary .decimal IPs and ports are not being completely blocked or blacklisted. Additional network security devices may impede or be filtering the HTTPS traffic. If .decimal software continues to encounter problems, please ensure other network security appliances and devices are not filtering or impeding .decimal' | + | Download the Compatibility Checker by logging in to [[https:// |
+ | |||
+ | <WRAP center round info 80%> | ||
+ | **Note:**\\ The Compatibility Checker only ensures that the primary .decimal IPs and ports are not being completely blocked or blacklisted. Additional network security devices may impede or be filtering the HTTPS traffic. If .decimal software continues to encounter problems, please ensure other network security appliances and devices are not filtering or impeding .decimal' | ||
+ | |||
+ | Please refer to [[support: | ||
+ | </ | ||
+ | |||
+ | |||
+ | {{ : | ||
+ | |||
+ | If any of the above tests fail, then a required URL/Port is being blocked. Refer to the System and Network Requirements document provided by .decimal staff. You may also refer to the [[support: | ||
+ | ==== 2. Guest/ | ||
+ | |||
+ | This option is advised if your network IT has whitelisted and unblocked .decimal' | ||
+ | |||
+ | - Attempt to download and install the .decimal client software on a device (e.g.: a laptop) not connected to your main cooperate network (e.g.: a guest WiFi network or smart phone hotspot) that has absolutely zero security or firewall blocking, filtering, or packet inspection. | ||
+ | - Attempt to login to the .decimal client software | ||
+ | - Confirm you are able to download, install, login, and use the .decimal software on an unrestricted device on an unrestricted internet connection. This ensures no security, firewall, or packet inspection security policies are interfering with your HTTPS connection and traffic to .decimal servers. | ||
+ | - **Conclusion: | ||
+ | |||
+ | ---- | ||
+ | |||
+ | ===== App Specific Network Requirements ===== | ||
+ | |||
+ | The below table provides the location for the network requirements for each of the .decimal client side applications. Please ensure you have the correct application and app version when looking up the network requirements below. | ||
- | {{:support:compatibility_checker.png?400|}} | + | ^ Application |
+ | | decimal Launcher | All | [[decimalauncher:decimallauncher# | ||
+ | | p.d | 5.2 & 5.3 | Contact .decimal Customer Support (customersupport@dotdecimal.com or 1-800-255-1613) | | ||
+ | | p.d | 5.4 | [[pdotd:rn-29# | ||
+ | | decimal3D | ||
+ | | decimal eRT | All | [[electronrt: |
support/it_troubleshooting.1637182127.txt.gz · Last modified: 2021/11/17 20:48 by dpatenaude