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Table of Contents
IT/Network Troubleshooting
Each customer and hospital IT department can implement their own unique security and firewall policies that can impact .decimal's software. This guide provides some general troubleshooting steps to help IT departments ensure they are not blocking or interfering with .decimal software and the HTTPS requests to .decimal's servers that are required to install, authenticate, and place device orders.
Traffic Architecture
.decimal's applications communicate via HTTPS to our server resources. The diagram below demonstrates this:
Common Issues and Resolutions
- Blocking or filtering the required .decimal urls or ports:
- .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.
- Proxies / Web Security Appliance (WSA):
- Some WSAs will attempt to decrypt and inspect our HTTPS traffic. Some customers have needed to include an exception in this 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.
Troubleshooting Steps
Compatibility Checker
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's HTTPS traffic.
