Migration to new US Data Center

Details of the migration and associated customer requirements

Elias Moura avatar
Written by Elias Moura
Updated over a week ago

Starting in September 2023, Pulseway will be starting the process of migrating SaaS customers based in North America and South America to a new Data Center.

This move is designed to improve both the performance and reliability of our service as well as enhance security.

What this means for you

  • Support for TLS 1.0 and 1.1 will be deprecated

  • As a result, we will no longer be supporting Windows XP and Windows Server 2003 - any such devices will appear as off-line in the RMM. However, there is a workaround using a proxy server. This method is documented here

  • We will be enforcing secure TLS 1.2 and TLS 1.3 Cipher Suites

  • 2FA will be enforced on all accounts after the move to support the new secure environment.

  • Public IP addresses will change to:

    • 52.144.54.117

    • 52.144.54.118

    • 52.144.54.119

    • 52.144.54.120

    • 52.144.54.121

  • We will be migrating customers in batches - you will be given advance notice of your migration. You will be given the option to opt-out.

  • During the migration, Pulseway will experience a partial system failure. During this time, you will still be able to see systems and remote control into them, but you will not be able to run tasks & workflows. Notifications will not be saved during this period and may not work.

What you have to do

  • If possible, enable 2FA before the move. If you don't, the first time you log in to Pulseway after the move you will be prompted to set it up - instructions will be provided. For more information, read this article

  • If you still need to monitor Windows XP or Server 2003 machines, set up proxy server as described here

  • Use the IIS Crypto tool to ensure that TLS 1.2 and TLS 1.3 Cipher Suites are enabled on your systems

  • Change any public IP addresses used in whitelisting to the ones shown above

  • Ensure your Windows patching is up to date, otherwise, some systems may not be visible

    • A quick way of checking that there are no issues is to connect to https://uslb.pulseway.com. If the page loads then the migration can proceed.

Troubleshooting

  1. If you see errors immediately after the migration such as 503 Service Unavailable, this is typically caused by a delay in the DNS propagation to the new servers. This is temporary, but you can force the propagation by running ipconfig /flushdns as an administrator on affected systems.

  2. In some circumstances, you may see this error when using Remote Control.

This can be resolved by launching the remote control as an administrator at least once on each machine where you are having the problem. Try this on just one machine. If this resolves the issue, repeat on all impacted machines. If it does not, follow the instructions in this article.

Thank you for your cooperation in this move - it will deliver a better, more reliable service.

Did this answer your question?