Orchid

Please be advised that our integrated credit card processing through Card Connect is currently experiencing transaction timeouts and failures. Investigations are underway and a resolution is coming soon. For more immediate updates, visit status.cardconnect.com and subscribe for text and email alerts. We apologize for the inconvenience and thank you for your patience!

Happy Holidays! Please be advised that our offices will be closed December 24th, 25th, 31st, and January 1st to allow out employees to spend time with their families this holiday season.
Thank you for your understanding.

>System Maintenance is scheduled Sunday night, April 22nd, between 10:00 PM and 5:00 AM EST Monday, April 23rd. While these database upgrades and maintenance is necessary, it will mean that our online services will not be available during this maintenance window. These services include: online booking, messaging, remote access, memberships or any account management. We apologize for any inconvenience this work may cause and thank you for your service and patience.

We recently experienced a service outage related to some Amazon Web Services, which affected key functionality of our Remote Access Service. This interruption happened on Thursday, June 22nd, between the hours of 9:00pm and 2:00am EST. The Remote Access Service is now fully restored. If you continue to experience issues with your Remote Access Service, please follow the directions on this Support Article to restart the Remote Access Service and try reconnecting again. You can also restart your computer to restart your service. If you are still experiencing issues afterwards please contact our support team at 1 (800) 604-2040.

All of our services have been restored after a brief interruption that impacted our Cloud online services. This interruption occurred between 9:45 a.m. and 10:55 a.m. EST on September 18th. We apologize for the inconvenience and thank you for your patience!

Remote Access & Firewalls

Depending on the level of security in the Windows Firewall and any other anti-virus firewalls running on your server computer, you may need to make some exceptions if you cannot connect with Remote Access. These instructions detail the specific rules to enable for Remote Access to work properly.

If you receive a message form the software that Remote Access or your software cannot detect an Internet connection:
  1. Check your Internet connection. If your Internet connection really is not working, Remote Access cannot be used. If you have verified that it's functioning properly and continue to receive the error message, then you will need to make exceptions in your Windows Firewall.
  2. Go to Control Panel > System & Security > Windows Firewall.
  3. Select Advanced Settings on the left.
  4. The Windows Firewall with Advanced Security window will open.
  5. Click on Inbound Rules in the upper left.
  6. Scroll through the list and find File and Printer Sharing (Echo Request - ICMPv4-In).
  7. You may see this entry listed multiple times. Right-click on each one and select Enable Rule.
  8. Click on Outbound Rules in the upper left.
  9. Repeat Steps 6 & 7.
  10. These may be the only enabled rules needed to get Remote Access working. Go back into your software and attempt to connect with Remote Access again. If the connection fails again, continue to Step 11.
  11. Select New Rule... in the Actions pane on the right.
  12. Select the Port radio bubble and click Next.
  13. Select the TCP and Specific local ports radio bubbles, enter 8080-8085 into the box, and click Next.
  14. Select the Allow the connection radio bubble and click Next.
  15. Apply the rule to all three network types by checking each box and click Next.
  16. Name the rule 'Remote Access TCP' and click Finish.
  17. Click on Inbound Rules in the upper left.
  18. Repeat Steps 11-16.
  19. Go back to your software and attempt to connect with Remote Access again. If these extra rules still do not fix your firewall issue, make sure to check any anti-virus software and make exceptions there as well. Refer to vendor specific literature or a local network technician for assistance making the proper exceptions.

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