.decimal System Status
Prior to beginning the network troubleshooting steps refer to our status page to determine if there is a service outage with any of the .decimal backend services.
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 implements their own unique security, firewall, and networking policies we cannot guarantee support for all configurations. Therefore, this guide was created to provide general troubleshooting steps to help our customers and their 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.
.decimal's applications communicate via HTTPS to our server resources. The diagram below demonstrates how our HTTPS traffic flows through each piece of infrastructure and identifies common failure points:
“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
.dotdecimal.com
auth0.com
(for users using the decimal Launcher)The following steps may help when troubleshooting network security and IT issues for your facility.
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 decimal Direct with your .decimal account credentials.
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.
Please refer to Proxies / Web Security Appliance (WSA) for further details.
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 .decimal client app network requirements for each application's latest network requirements (please ensure you have the correct application and app version).
This option is advised if your network IT has whitelisted and unblocked .decimal's urls and ports (as evidenced by a successful Compatibility Checker run), but you still encounter issues using .decimal's software and communicating to .decimal's servers.
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 | Version | Network Requirements Document |
---|---|---|
decimal Launcher | All | decimal Launcher Network Requirements |
p.d | 5.2 & 5.3 | Contact .decimal Customer Support (customersupport@dotdecimal.com or 1-800-255-1613) |
p.d | 5.4 | p.d 5.4 Network Requirements |
decimal3D | All | decimal3D Network Requirements |
decimal eRT | All | decimal eRT Network Requirements |