If Plumb's or Standards of Care displays an error saying your IP address isn't recognized, your practice's network address hasn't been added to your group's IP authentication list. Enterprise and group accounts are typically set up via IP authentication, so access is only granted from IP addresses that have been registered for your group. To fix this, submit a request to support with your group name and your practice's current IP address.
Before you begin
Find out who manages your group's Plumb's or Standards of Care account (your group administrator).
Make sure you're connected to the practice's network (not a personal device on mobile data or a home network) when you look up the IP address.
Find your practice's IP address
Open Plumb's or Standards of Care from a computer at the practice. The error message displays the IP address that was not recognized.
If the error message does not display an IP address, open a web browser on the same network and search for what is my IP address.
Copy the IP address exactly as it appears.
Request an IP address update
Contact support via live chat or email: [email protected] for Plumb's or [email protected] for Standards of Care.
Include the name of your practice/group and your IP address.
State which product you are using: Plumb's, Standards of Care, or both.
Wait for confirmation from support that the IP address has been added.
Note: If your group administrator manages your account, they may need to provide the IP address on behalf of the practice. |
Frequently asked questions
Why was my IP address not recognized?
Your group's IP authentication list only includes the IP addresses your group administrator has provided. If your practice's IP address changed, or was never added, the system will not recognize it.
Do I need to update the IP address every time it changes?
Yes. If your internet provider assigns your practice a new IP address, submit a new request with the updated address.
Does this apply to both Plumb's and Standards of Care?
IP authentication applies to group accounts for both products. Include the product name in your request, so support updates the correct list.
Can I sign in from home?
Access from an IP address that is not on your group's list will be blocked.
Still need help?
Contact support via live chat or email [email protected] (Plumb's) or [email protected] (Standards of Care).