Remote Support Bulletin

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Remote Support Bulletin
This support bulletin will address some recent disturbances for remote support, and we wanted to address the cause, short-term, and long-term fix. We also want to discuss how this will impact PCC (Point Click Care) customers specifically.
In recent weeks some sites have lost remote access requiring a manual disabling and enabling of remote support. All distributors should review their sites to determine which were affected. These disconnections occurred during updates to our VPN server that we regularly conduct for security reasons. Given the importance of speed surrounding security issues, we can’t always have these changes scheduled. These security measures are a common and necessary practice for all servers and will continue to be. We have confirmed a way to correct the source of the issue with the service that manages the VPN connection allowing remote access. Please continue to report issues with remote access as soon as possible.
For PCC facilities, in particularly we will lose syncing capabilities without this access. Once facilities with PCC have are back online, we will need a manual sync.
Email to Text:
This form of notification should not be considered a primary method of notifying caregivers. Any sites relaying strictly on this form of notification should conduct a review to make the necessary changes. The main function of this service is to allow escalation to administrative staff when calls are not being answered or in otherwise emergencies where regular notification hardware requires replacement. Additionally, at any time, any site can change to their SMTP server or 3rd-party service to send these alerts.
Scheduled reports:
Any reports that do not go out as scheduled due to disruptions in remote access can always generate these reports manually for the time being.
We will be applying the solution to our server here on the morning of 12/02/2019. There will be no downtime or need to concern facilities as these changes are not done on the cubes themselves. None of the security updates will occur until after this time. For any sites not on remote access at this time, we will need to re-push our solution when they do come back online to prevent future disruptions.
1. Disable and Re-enable remote support via front panel

a. Use the Scroll Down Button and select Remote Support on the Main System menu.

b. Press the Select button when you are done.

c. If Remote Support is disabled, the screen will ask you if you want
to enable it.
d. If Remote Support is enabled, the screen will ask if you want to
disable it.

e. Select Yes or No using the Scroll Up or Scroll Down Button.
f. Press the Select button when you are done.
g. When you finish, press the Exit Button.
h. Repeat these steps to re-enable

2. Disable and Re-enable remote support via interface

a. Log in to server locally if IP address is known
b. Select System Settings
c. Select Network Settings
d. Change “Enable remote Support to “No”
e. Save Changes
f.  Repeat steps to re-enable remote support
We recognize the frustration of losing access to sites that require remote access to send emails or texts. For sites currently online this will no longer be an issue after 12/02/2019. Furthermore, the steps above can be sent directly to end users to prevent the need for any onsite visits. Please remember to review current access for all sites as well as review to ensure there are adequate notification configurations in place.