Resolving Common CollaborateMD Connection Issues
This article reviews two of the most common connection problems that can occur when communicating with CollaborateMD servers: DNS and Firewall issues. If you are unable to connect to the CollaborateMD server and this article does not help resolve the problem, please contact your CollaborateMD support representative.
1. Diagnosing a DNS Issue
In order for CollaborateMD to connect to the application server, it must be able to properly resolve hostnames to their corresponding IP addresses. This process of hostname resolution is typically done by your Internet Service Provider (ISP) using a service called the Domain Name System (DNS). The following table displays the proper Host Name to IP Address mapping for services that are important to CollaborateMD. If your DNS does not properly resolve these names it could lead to connectivity issues.
| Host Name | IP Address |
| appsvr01.collaboratemd.com | 174.46.103.201 |
| appsvr02.collaboratemd.com | 174.46.103.202 |
| appsvr03.collaboratemd.com | 174.46.103.201 |
| appsvr04.collaboratemd.com | 174.46.103.202 |
| appsvr05.collaboratemd.com | 174.46.103.201 |
| www.collaboratemd.com | 174.46.103.101 |
| portal.collaboratemd.com | 174.46.103.101 |
| api.collaboratemd.com | 174.46.103.101 |
In order to determine if your connectivity problem is caused by DNS, do the following.
- In CollaborateMD, go to the System Section and select the Diagnostic tab.
- Deselect all the diagnostic options.
- Select "Resolve Host Name".
- In the "Host Address" field, type one of the Host Names listed above (i.e. appsvr01.collaboratemd.com).
- Click "Run Diagnostic".
- The result of the name resolution will be displayed (i.e. "Resolved as 174.46.103.201").
- Repeat steps 4-6 to verify each of the hostnames in the table above.
- If a hostname does not resolve to the appropriate address, your connectivity problem is probably due to a DNS issue (see Resolving a DNS Issue below).
2. Diagnosing a Firewall Issue
If names are resolving properly, but CollaborateMD still cannot connect, the issue may be related to firewalls. There are two types of firewalls that can restrict Internet activity: local and network. Local firewalls, like McAfee, are software applications running on your computer that control what applications can access the Internet. Network firewalls are PCs or hardware that control access to the Internet for your entire network.
Typically network firewalls are setup to allow outbound traffic to the Internet, and prevent unwanted inbound traffic. In these networks, CollaborateMD will perform normally. In some networks however, like those found in hospitals, outbound Internet traffic is also restricted. In order for CollaborateMD to operate properly in these networks it is important to configure the firewalls to allow outbound traffic to CollaborateMD services.
The following table displays general IP Addresses and Ports that CollaborateMD needs to communicate with in order to operate properly.
| IP Address | Ports |
| 174.46.103.201 | 1550-1599,7676 |
| 174.46.103.202 | 1550-1599,7676 |
| 174.46.103.101 | 80,443,8443 |
The following tables break down the hosts and ports by version and by service.
Versions 8.2.6 and 8.2.7
| IP Address | Ports | Ports |
| CMD Name Service | 174.46.103.201-174.46.103.202 | 1570 |
| CMD Update Service | 174.46.103.201-174.46.103.202 | 1571 |
| CMD App Service | 174.46.103.201-174.46.103.202 | 1577 |
| CMD Report Service | 174.46.103.201-174.46.103.202 | 1578 |
| CMD Document Service | 174.46.103.201-174.46.103.202 | 1579 |
| CMD Eligibility Service | 174.46.103.201-174.46.103.202 | 1599 |
| CMD Notification Service | 174.46.103.201-174.46.103.202 | 7676 |
| CMD Web Services | 174.46.103.101 | 80 |
| CMD Web Services | 174.46.103.101 | 443 |
| CMD Web Services | 174.46.103.101 | 8443 |
Versions 8.2.8
| IP Address | Ports | Ports |
| CMD Name Service | 174.46.103.201-174.46.103.202 | 1570 |
| CMD Update Service | 174.46.103.201-174.46.103.202 | 1571 |
| CMD App Service | 174.46.103.201-174.46.103.202 | 1598 |
| CMD Report Service | 174.46.103.201-174.46.103.202 | 1578 |
| CMD Document Service | 174.46.103.201-174.46.103.202 | 1579 |
| CMD Eligibility Service | 174.46.103.201-174.46.103.202 | 1599 |
| CMD Notification Service | 174.46.103.201-174.46.103.202 | 7676 |
| CMD Web Services | 174.46.103.101 | 80 |
| CMD Web Services | 174.46.103.101 | 443 |
| CMD Web Services | 174.46.103.101 | 8443 |
Versions 8.3.0
| IP Address | Ports | Ports |
| CMD Name Service | 174.46.103.201-174.46.103.202 | 1560 |
| CMD Update Service | 174.46.103.201-174.46.103.202 | 1561 |
| CMD App Service | 174.46.103.201-174.46.103.202 | 1562 |
| CMD Notification Service | 174.46.103.201-174.46.103.202 | 7676 |
| CMD Web Services | 174.46.103.101 | 80 |
| CMD Web Services | 174.46.103.101 | 443 |
| CMD Web Services | 174.46.103.101 | 8443 |
In order to determine if your connectivity problem is caused by a firewall, do the following.
- In CollaborateMD, go to the System Section and select the Diagnostic tab.
- Deselect all the diagnostic options.
- Select "Check Connection To Host".
- In the "Host Address" field, type a IP address and port to test separated by a colon (i.e. 174.46.103.201:1560).
- Click "Run Diagnostic".
- A result of "Connected!" will be displayed if there are no connection issues.
- Repeat steps 4-6 to verify each of the address:port values you wish to test.
- If you are unable to connect to a required host and port, your connectivity problem is probably due to a firewall issue (See Resolving a Firewall Issue below).
3. Resolving a DNS Issue
Typically DNS issues will work themselves out with time. If a hostname or IP address is changed, it takes time to propagate to all DNS servers all over the world. If you are experiencing a DNS name resolution problem that persists for a long time, you could attempt contacting your Internet Service Provider and letting them know the hostnames that are not resolving properly.
If you are in desperate need to connect, there is a known workaround for DNS issues. You can override hostname mappings using your "hosts" file. Every windows machine has a "hosts" file which allows for DNS override. While this will resolve any DNS issue for the short term, it may cause long term issues if IP addresses ever change in the future. It is recommended only to do the following as a temporary fix.
- From the start menu select the "Run" option.
- The "Run" window will appear.
- In the "Open" field type "C:\WINDOWS\system32\drivers\etc\hosts". Click the OK button.
- The "Open With" window will appear.
- In the Programs list select "Notepad" and click OK.
- A Notepad window will display with the "hosts" file open
- Enter the required IP Addresses and their appropriate hostnames.
- Save and close the hosts file
- Restart CollaborateMD.
4. Resolving a Firewall Issue
Contact with your network administrator and provide them with the required IP Address and Port information required to connect to CollaborateMD. Have your network administrator contact CollaborateMD support if they have any questions.
5. Contacting Support
If you have gone through the diagnostic steps in this article and are still unable to connect to CollaborateMD, please contact your CollaborateMD support representative. Support can be reached by phone at 888-348-8457 or by email at support@collaboratemd.com.