support:it_troubleshooting
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support:it_troubleshooting [2022/11/09 20:14] – [1. Compatibility Checker] dpatenaude | support:it_troubleshooting [2023/02/16 18:30] (current) – [Common Issues and Resolutions] dpatenaude | ||
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* .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' | ||
* **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. | * **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' | + | * .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' |
- | * Errors Include: ''" | + | - **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 | ||
+ | * 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' | * .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: | + | 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: | 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: |
support/it_troubleshooting.1668024844.txt.gz · Last modified: 2022/11/09 20:14 by dpatenaude