Welch Allyn PartnerConnect ®
Welch Allyn
Welch Allyn PartnerConnect is an innovative feature of the Welch Allyn Partners in Care℠ Services program
that enables remote diagnostics and management of devices and systems. Software installations, updates and
upgrades can all be delivered and performed remotely. PartnerConnect also enables preemptive service
capabilities on the Welch Allyn platform, allowing our Partners in Care Technical Support Center to remotely
gives you
need to proactively
your devices
and system configurations
via the
to you
manage your devices and systems, improving efficiency and overall costs.
Device and system operational support Enhanced troubleshooting License delivery
Software updates and enhanced options Installation assistance
Why Welch Allyn PartnerConnect?
PartnerConnect is designed to enable remote troubleshooting and diagnostics with minimal time and effort on
your part. Automated device-related data transfers supply our service technicians with near real-time
information, expediting problem resolution.
Helps you schedule required maintenance to ensure
device availability with maximum up-time
Helps optimize device deployment to reduce
total cost of ownership
•Lets you install firmware and software upgrades/
updates at your convenience to minimize patient
care disruption
Device Data Flow
•Enhances troubleshooting and installation assistance
from our Technical Support Center and your IT/biomed
Enhances learning opportunities through troubleshooting
and quick issue resolution via screen-sharing capability
HIPAA compliant. No patient identifiable data transferred.
Just like a browser accessing a website,
PartnerConnect remote access software
communicates with the PartnerConnect server
using your existing network connection—
with the Internet access and network security
that’s already in place, so there’s no impact to
your existing IT infrastructure.
Highly Secure
Welch Allyn recognizes that security is one of your primary concerns. Welch Allyn PartnerConnect utilizes your current
network security model out into the cloud environment, ensuring that critical certification and compliance requirements
are met. The system offers intentional granular attended, unattended or one-time control over user access, and can
offer easy-to-use audit and tracking capabilities. It is important to note that the PartnerConnect Cloud solution is
delivered via our ISO 27001 certified and SSAE 16/SOC 2 audited on-demand datacenters.
Outbound Information
PartnerConnect is noninvasive and never enters your network. The PartnerConnect Agent, installed locally, only sends
device-relevant service data, never patient identifiable data, out of your network—so you’ll never have to accept
any outside connections for PartnerConnect to operate—and addresses are never revealed outside the network.
PartnerConnect Agents are configured with FIPS mode enabled, which imposes the stricter security standards that
are often required in government settings. The PartnerConnect Agent functionality along with our remote technical
support sessions capabilities (described below) create a full service support offering.
Encryption and Authentication
PartnerConnect works with a complete encryption based on RSA public/private key exchange and AES (128-Bit) session
encoding. As the private key never leaves the client computer, it is ensured by this procedure that interconnected
computers—including any routing servers—make it virtually impossible to decipher the data stream. Each PartnerConnect
client has already implemented the public key of the master cluster and can thus encrypt messages for the master server
and check the signature of the master, respectively. The PKI (Public Key Infrastructure) effectively prevents “Man-in-themiddle-attacks.” In addition to the encryption, the password is never sent directly but only through a challenge-response
procedure and is only saved on the local computer.
The connection IDs are automatically generated by the service itself based on hardware characteristics. The master
servers check the validity of the ID before every connection so it is virtually impossible to generate and use fake IDs.
Delivery of Remote Technical Support
Included with PartnerConnect is our remote technical service capability. Welch Allyn service technicians have
the ability to remotely access your systems to help perform upgrades, troubleshoot an issue or check performance.
These connections allow real-time diagnostics of non-patient device data to help Welch Allyn technical support:
•Deliver the appropriate service level, while ensuring that all security measures are in place
• Access system event and error logs to define conditions
• Observe workflow to help isolate issues more quickly
Welch Allyn wants to connect to
Remote-Access client and sends the
connect command to a Master Server.
Facility will be notified by Welch Allyn Tech
Support that a Remote-Access client wants
to connect. This message contains the IPAddress of the connection router and the
Session-ID. The client connects to the router.
Welch Allyn receives an IP back from one of
approximately 500 worldwide routers. A router
in the area responds back with an IP and a
Session-ID. The connection to the router is via
TCP on Port 5938/443 (or with HTTP).
The router connects these two clients with each
other and will forward the data streams directly
to the clients. As this stream is encrypted, the
router is virtually impossible to understand
the data stream.
Creation of a Remote Support Session and Types of Connections
Remote connections may be configured to allow automatic approval, or only
established upon your request and approval, and will always be limited locally
at your site. Multiple remote connections can be opened to allow other Welch
Allyn subject matter experts to connect instantly along with Welch Allyn
technical support.
When creating a session, our remote service determines the optimal type of
connection. After the handshake, a direct connection is typically established
via either UDP or TCP (even behind standard gateways, NATs and firewalls).
The remote service will work if standard access to the Internet is possible. As
an alternative to port 443 HTTPs, port 80 HTTPs is also available. In addition,
it is also possible to open only port 5938 TCP on the outgoing side. Data
traffic should then be able to pass through on this port without any problems.
In some cases, port 17001 may be used for remote access to your systems,
contingent upon the specific application being used for connections.
Port #
Support Session
& 5938
Welch Allyn RSDS
& 3030
Axeda® Desktop
Axeda® Remote
Welch Allyn
Service Monitor
Welch Allyn
Service Tool
Welch Allyn Service Tool
Verify that the host computer meets the following hardware and software requirements:
• Windows 7 or Windows XP with SP3
• Net Framework 3.5 (included with installation)
• Processor: 400 MHz Pentium processor or equivalent (minimum); 1GHz Pentium processor or equivalent (recommended)
• RAM: 1 GB (minimum); 2 GB (recommended)
• Hard disk: Up to 10 GB of available space may be required
• CD ROM drive
• Display: 800 x 600, 256 colors (minimum); 1024 x 768 high color, 32-bit (recommended)
• USB: 2.0
Internet connection required to download files.
When you use the service tool to license or download firmware, network traffic travels over nonregistered ports. You must
open these ports for TCP/IP and UDP traffic on your PC or network firewall:
Ports Description
• 5093, 5094 Welch Allyn licensing server
• 5920 Welch Allyn PartnerConnect
Visit www.welchallyn.com for product service software compatibility information.
Connex® Dashboard/Service Monitor Technical Guidelines
The Service Monitor Server relays technical and service messages and files to and from the medical device and the Connex
Dashboard Server (PartnerConnect). We recommend a dedicated server for the Service Monitor to separate the clinical
and service related data.
The Service Monitor Server software is compatible with the following operating systems:
• Microsoft Windows® 2008 R2 (64-bit)
• Windows 7 (32-bit and 64-bit)
• Windows 7 Embedded
The following are our recommended minimum specifications for the Service Monitor Server (Virtual or Physical):
• Dual-core 32-bit 2.0GHz
• 4 GB memory
• 40 GB of free disk space for software, log files and Interface transaction information2
• 100/1000 MB Ethernet
Server specifications will need to be adjusted to the size of your facility and the number of connected devices.
Welch Allyn Service Software is a flexible solution that allows device service related messages and files to be transferred
via a network that supports TCP/IP version 4.
Internet access is required for the server hosting the Service Monitor.
Visit www.welchallyn.com for product service software compatibility information.
For more information please contact Welch Allyn Customer
Support at 1.800.535.6663 or visit www.welchallyn.com/service
Welch Allyn Corporate Headquarters
4341 State Street Road, P.O. Box 220
Skaneateles Falls, NY 13153-0220 USA
(p) 800.535.6663 (f) 315.685.3361
SM4099 REV B
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