If you are a new user attempting to access ProKnow DS from within your organization's network, you may encounter issues while attempting to log in to ProKnow DS or access patient data—especially if you are one of the first people in your organization to use ProKnow DS. This is because your organization's IT department may have firewall policies in place that restrict access to unfamiliar websites or web traffic that it is unable to scan. If you are experiencing any of these symptoms, a firewall configuration may be responsible:
- When you attempt to access your organizations page at https://custom-domain.proknow.com (where custom-domain is your organization's specific domain), the page is blank and/or does not bring you to a page to enter your login credentials.
- After entering your credentials into the login form, the page "hangs" on the login form or goes blank.
- Some patient data, such as image slices or dose displays, do not load properly in the browser.
When you run into any of these issues, contact us at email@example.com so that we may set up a meeting with you where we'll determine if it's related to a firewall setting within your network. If we determine that it's related to a firewall setting, you will need to contact your IT department to request that they add a firewall rule to whitelist ProKnow DS traffic. We can help you draft an email or memo with respect to your specific network setup. Here is a sample template we might use:
To Whom It May Concern:
I am attempting to access ProKnow DS (https://proknow.com), which is a cloud-based tool used to visualize and analyze radiation therapy data, and the browser-based application is [describe problem].
After contacting the developer of the application, they were able to help me inspect the network responses to my browser, and [describe outcome of investigation].
The developer would be happy to answer any questions you might have related to the content or functionality of the application. They indicated that emailing firstname.lastname@example.org would be the fastest way to answer IT and security related questions that you might have.
Please let me know if you need any additional information in order to resolve this issue, and thanks in advance for your assistance.
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