support:it_troubleshooting
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support:it_troubleshooting [2021/11/17 21:45] – [Traffic Architecture] 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 ====== | ||
- | <WRAP center round info 80%> | + | <WRAP center round info 55%> |
**.decimal System Status**\\ | **.decimal System Status**\\ | ||
Prior to beginning the network troubleshooting steps refer to our [[https:// | Prior to beginning the network troubleshooting steps refer to our [[https:// | ||
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- | Each customer facility | + | As the software provided by .decimal requires access to the internet to place orders, the proper functioning of our software can be affected by the local network within which the software is installed. Since each customer facility |
+ | |||
+ | ---- | ||
===== Traffic Architecture ===== | ===== Traffic Architecture ===== | ||
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- **Blocking or filtering the required .decimal urls or ports**: | - **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' | + | * .decimal applications require specific urls(or IPs) and ports to be unblocked and unimpeded in order to authenticate and place orders to .decimal' |
- | - **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. |
- | * 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' | + | - **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)**: | ||
+ | * 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' | ||
+ | * 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: | ||
+ | |||
+ | |||
+ | |||
+ | ---- | ||
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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. | ||
+ | |||
+ | Download the Compatibility Checker by logging in to [[https:// | ||
<WRAP center round info 80%> | <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' | **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/ | ==== 2. Guest/ | ||
- | This option is advised if your network IT has whitelisted and unblocked .decimal' | + | 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 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 | - 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. | - 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: | + | - **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. | ||
+ | |||
+ | ^ Application | ||
+ | | decimal Launcher | All | [[decimalauncher: | ||
+ | | p.d | 5.2 & 5.3 | Contact .decimal Customer Support (customersupport@dotdecimal.com or 1-800-255-1613) | | ||
+ | | p.d | 5.4 | [[pdotd: | ||
+ | | decimal3D | ||
+ | | decimal eRT | All | [[electronrt: |
support/it_troubleshooting.1637185518.txt.gz · Last modified: 2021/11/17 21:45 by dpatenaude