Differences

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

--- support:it_troubleshooting [2022/11/23 13:36] – [Common Issues and Resolutions] 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''
+        * ''auth0.com'' (for users using the [[decimalauncher:decimallauncher|decimal Launcher]])
     * .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' attack.
   - **Users not receiving decimal Direct email invites**:
-    * IT security protocols may include filters that block invitation emails. Please ensure the domain ''dotdecimal.com'' is added as an allowed sender to bypass your spam/inbox filtering rules.
+    * Refer to the decimal Direct [[direct:userguide#site_management_issues|Site Management Troubleshooting]] guide.
@@ Line 45: / Line 50: @@
 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://direct.dotdecimal.com|decimal Direct]] with your .decimal account credentials.
 <WRAP center round info 80%>
@@ Line 53: / Line 60: @@
-{{ :support:compatibility_checker.png?400 |}}
+{{ :support:compatibility_checker.png |}}
 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: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).