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Remote Support Changes
ABSTRACT:
We will be switching our public IP address for our remote support server on Saturday, March 16th 2019. We are changing ISP’s here and will be receiving a new Public IP address.
TECH SUMMARY:
Currently the remote support server is on public IP address 209.252.247.27 and only this IP address. It will be moving to 184.9.55.187. Normally, opening Outgoing Port 1194 or 1195 and entering in a valid Gateway and DNS into the cube’s network configuration will be enough to get the facility’s nurse call system on remote support.
However, some facility’s IT staff requires that these outgoing ports be limited to the specific IP address of our Remote Support Server in order to prevent unwanted guests. Given the nature of the variety of different hardware and firewall configurations, we cannot provide a universal set of instructions for how to ensure this transition goes smoothly. This change is the responsibility of whomever manages the firewall configuration for these facilities.
Any server built or that has received in-house service since November 26th, 2018 will be on port 1195 instead of Port 1194. It is strongly advised that everyone open both ports 1194 and 1195 to 184.9.55.187 though as every single facility will require an update to their remote support key that will use port 1195. It is important to note that no changes to the server itself are necessary for any of these changes.
 
SOLUTION:
It is paramount that you contact your facility IT department or whoever manages the facility’s firewall to verify whether they have configured their firewall to point to our public IP address. If they have, they should add the new network information immediately.
Sites that are restricting outgoing port 1194 or 1195 need to add in the new address, preferably on Friday, March 15th 2019 before these changes are made to assure a minimal service interruption.