Pneuma Solutions**Update: Recent findings indicate this issue appears to have been resolved.**
Attention all #RemoteIncidentManager users, particularly those on #XFinity or #Comcast internet plans:
We have been made aware of, and been able to reproduce, an issue impacting downloads of the RIM installer when on XFinity networks.
It has come to our attention that XFinity's XFi Advanced Security has falsely-flagged the url for our RIM download endpoints as unsafe. This has resulted in failed attempts to download the RIM installer. Even in cases where the initial installer itself successfully downloads, the installer fails to fetch the data, thus resulting in a silent termination.
We are in communications with XFinity's escalations team and are doing our level best to ensure this issue's resolution as quickly as possible. Meanwhile, here are some immediate take-aways:
1. We wish to assure each and every one of you that Remote Incident manager is certifiably secure, with a security-by-default, privacy-first design from the outset. We as a company actively hold a SOC 2 Type II certification, which requires strict compliance with rigorous security standards. If you are a user who currently has a copy of RIM installed, rest assured that the program remains safe to use. What's more, existing installations are not impacted, and as such remain fully operational. This appears to only impact new installs, particularly under Comcast/XFinity service.
2. If you are in immediate need of a RIM installer and are impacted by this issue, we have found non-XFinity cellular hotspots or any other form of secondary network outside of XFinity to be an effective workaround. Download and run the installer while off of your main network. Once RIM has been installed, you can re-enable your main internet and continue to use RIM normally.
3. We encourage any impacted XFinity customers to submit unblock requests via their provided contact form. In order to do this:
A. Visit:
https://spa.xfinity.com/check_url_status
B. Enter the following URL:
https://rim.pneumacdn.net
C. Solve the Google re-captcha (no QR code required for this one), then click the "Submit" button. you will unfortunately not receive a confirmation of submission, so wait about ten seconds.
D. Navigate to and activate the line that says "clickable a request for re-assessment . ".
E. Fill out the resulting form that appears. the URL field should pre-populate. If not, enter:
https://rim.pneumacdn.net
before submission.
We apologize for the inconvenience and are again doing our best to ensure a quick resolution.
Attention all #RemoteIncidentManager users, particularly those on #XFinity or #Comcast internet plans:
We have been made aware of, and been able to reproduce, an issue impacting downloads of the RIM installer when on XFinity networks.
It has come to our attention that XFinity's XFi Advanced Security has falsely-flagged the url for our RIM download endpoints as unsafe. This has resulted in failed attempts to download the RIM installer. Even in cases where the initial installer itself successfully downloads, the installer fails to fetch the data, thus resulting in a silent termination.
We are in communications with XFinity's escalations team and are doing our level best to ensure this issue's resolution as quickly as possible. Meanwhile, here are some immediate take-aways:
1. We wish to assure each and every one of you that Remote Incident manager is certifiably secure, with a security-by-default, privacy-first design from the outset. We as a company actively hold a SOC 2 Type II certification, which requires strict compliance with rigorous security standards. If you are a user who currently has a copy of RIM installed, rest assured that the program remains safe to use. What's more, existing installations are not impacted, and as such remain fully operational. This appears to only impact new installs, particularly under Comcast/XFinity service.
2. If you are in immediate need of a RIM installer and are impacted by this issue, we have found non-XFinity cellular hotspots or any other form of secondary network outside of XFinity to be an effective workaround. Download and run the installer while off of your main network. Once RIM has been installed, you can re-enable your main internet and continue to use RIM normally.
3. We encourage any impacted XFinity customers to submit unblock requests via their provided contact form. In order to do this:
A. Visit:
https://spa.xfinity.com/check_url_status
B. Enter the following URL:
https://rim.pneumacdn.net
C. Solve the Google re-captcha (no QR code required for this one), then click the "Submit" button. you will unfortunately not receive a confirmation of submission, so wait about ten seconds.
D. Navigate to and activate the line that says "clickable a request for re-assessment . ".
E. Fill out the resulting form that appears. the URL field should pre-populate. If not, enter:
https://rim.pneumacdn.net
before submission.
We apologize for the inconvenience and are again doing our best to ensure a quick resolution.
