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Firewall/Network Issue

K
Written by Kristen
Updated over a week ago

If certain parts of PHOX are not loading properly — for example, a section stays blank, doesn’t respond, or gets stuck while loading — the issue may be caused by your dispensing software’s firewall or network restrictions, not your browser or device.


Some pharmacy systems include cybersecurity tools or firewalls that block external domains PHOX relies on to function. This can interfere with how information is retrieved and displayed in the app.


Here are steps to help identify and resolve the issue:

  1. Refresh your connection

  2. Log out of PHOX and log back in. This may resolve temporary connection or loading problems.

  3. Try on a different computer

  4. If you have access to another workstation, try using PHOX there. If it works on another system, the issue may be isolated to a specific machine.

  5. Try a different internet connection

  6. Connect to a different network — like your mobile phone’s hotspot. If PHOX loads properly this way, it means your main internet connection is likely blocking access to PHOX services.

  7. Check if PHOX is being blocked

  8. Ask someone at your pharmacy to open the following link in a browser:

  9. https://gen-server.phox.app/drug/fullDrug

  10. If it shows a message like:

  11. gen-data-api 1.1.0: Unauthorized access. Please login to access this resource.gen-data-api 1.1.0: Unauthorized access. Please login to access this resource.

    • That means access is working.

    • If the page doesn’t load or times out, it means the connection is being blocked by your network.

  12. Check your dispensing software or cybersecurity provider

  13. Do you have a cybersecurity plan or filtering system in place — such as one provided by Pharmacy Technology Solutions / McKesson?

  14. Or does your dispensing software include built-in firewalls or network restrictions?

  15. In either case, ask your IT provider, head office, or software support to allow the following domains through your network:

If you’ve gone through these steps and PHOX is still not working as expected, contact our support team at support@pharmaguide.ca — we’ll be happy to help troubleshoot further.

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