RSvP Troubleshooting

There are 3 main use cases for establishing connectivity from the RSvP agent on the modality to the GE web server.

1. Customer Provided DNS (domain name server):

   The domain name server returns the IP address associated with a provided URL. For the RSvP agent the URL is https://insite.gehealthcare.com and the associated IP address may change in the future. Using DNS allows the modality to stay connected by configuring a single URL that doesn’t need to be changed. This is considered typical internet access. DNS server IP addresses are configured on the modality. Failure to configure DNS will result in lack of connectivity.

2. Customer Provided Proxy Server:

   Some customers may choose to have the modality configured to send traffic to a proxy server on their network. This server will handle the connection from the modality destined for the GE web server. Instead of standard internet access, the customer provided proxy IP address and port are configured on the modality. Authentication (user name & password) may also be required. This method does not require DNS configuration.

3. IPSec VPN Typically Associated With InSite 1 System:

   Use of the existing IPSec VPN is discouraged for latency and functionality concerns. Connection speed will be affected. Currently, Flexera software download is not allowed over VPN connections in the GE infrastructure. At some customer sites, VPN may be the only possible method of connectivity, these should be handled on a case by case basis with your GE connectivity support team.

There are 4 main status indications on the RSvP agent. It is recommended that each modality implement this, however not all products have this feature.

1. Agent Running:

   RSvP agent software has been configured and the process is running on the modality. The agent should be attempting to establish a connection with the GE web server.

2. Agent registered:

   The agent has successfully established an HTTPS connection to the GE web server. Associated modality specific information has been communicated to the server.

3. CRM Verified:

   The system ID that is configured on the modality has matched successfully with the asset record associated with the CRM platform. The CRM system ID configured on the modality must match exactly.

4. Quarantine:

   In the event that two or more systems that are actively establishing HTTPS connections with the GE web server using the same CRM number (system ID), they are placed in quarantine condition. This requires a case to be submitted with the FFA support team to resolve.

In the event that the modality agent is configured but does not show a registered status, there are 3 main reasons.

1. The modality simply does not have internet access. There is no path for the modality to reach public internet space. This may be by design as some customer network segments are meant to restrict access to the internet, or there may be a network configuration issue that the customer will need to resolve.
2. The modality technically has internet access but does not have DNS configured. Since the modality will have a URL configured, DNS server IP addresses need to be configured to resolve the IP address associated with the GE web server URL.
3. Customer security policy does not allow access until an internal review process has been completed and access is granted. Many customer sites have advanced security layers to deal with internet related traffic on their network. This can include IPS/IDS (intrusion prevention/detection) sensors that must be explicitly configured to allow RSvP agent traffic to the GE web server.

The associated troubleshooting flowchart has some simple tests to help determine if the agent does not register due to an internet access or DNS issue.

1. For Windows based systems we can leverage the built-in web browser. If you have a DNS or Customer Proxy connection, simply try the URL (https://insite.gehealthcare.com) and if that fails to load try the IP address (https://198.169.189.25). If the URL fails but IP passes, this is likely a DNS problem. If a customer proxy is being used, we assume the same proxy configured on the RSvP agent is configured on the browser. Issues that appear to be customer proxy related will be more difficult to determine and will need customer assistance.
2. For Linux based systems we can leverage the built-in command line.
   1. The modality has DNS configured so we attempt a connection using the curl command to the web server URL (curl -k -v https://insite.gehealthcare.com)
   2. If the test fails in step (a) we modify the curl command to specify the web server IP, this can help determine the issue is DNS resolution related (curl -k -v https://198.169.189.25)
   3. If the modality RSvP agent is configured with a customer provided proxy we modify the curl command to specify the proxy IP and port.

      [curl -k -v https://insite.gehealthcare.com -x <proxy IP> : <port>].

      Example: [curl -k -v https://insite.gehealthcare.com -x 10.150.2.2:8002].

   4. We can also attempt to pass the IP of the GE web server to the customer proxy, the result may be useful in fault isolation.

      [curl -k -v https://198.169.189.25 -x <proxy IP> : <port>].

      Example: [curl -k -v https://198.169.189.25 -x 10.150.2.2:8002].