Symptoms

Certificate Error: Please import the Signing and Encryption Certificate

Cause

You have imported the PCEHR Certificate but not the HI Certificates.

Solution

Import the HI Certificates

If you have not received (or cannot locate) your HI Certificate, cancel now, and obtain the HI Certificates, importing all three certificates at a later stage. The HI Signing and Encryption Certificates are required to access PCEHR. You will need to import these Certificates first, in order to import the PCEHR Certificate.

Symptoms

Certificate cannot be used for key encryption

Cause

You have imported the Signing Certificate instead of the Encryption Certificate.

Solution

Import the Encryption Certificate

Symptoms

Medical Director Clinical Error: This certificate cannot be used for digital signature

Pracsoft Error:  The selected certificate cannot be used for digital signature

Cause

Importing Encryption Certificate instead of the Signing Certificate.

Solution

Import the Signing Certificate

Symptoms

Problem retrieving IHI History

Cause

Loss of network connection during the retrieval process.

Solution

Close and re-open Clinical and validate the IHI again.

Symptoms

Error loading IHI certificates

Cause

Loss of network connection during the validation process.

Solution

Close and re-open Clinical and validate the IHI again.

Symptoms

Certificates already expired

Cause

Expired Location Certificates.

Solution

Import current certificates either;

Via CD: see Requirement 1 - Integrating Healthcare Identifiers into Electronic Practice Records

If your certificates were exported via the PKI Certificate Manager, please contact MedicalDirector Customer Service.

Symptoms

The IHI search exceeds the time limit of 30 seconds

This may be due to a slow internet connection, please try again later

Cause

No internet connection, slow internet connection, or corrupt certificates.

Solution 1

Check internet connection

Open a web page. Does it load?

No - you will need internet to validate IHI status.

Yes - close Pracsoft / Clinical and re-open.

Validate the IHI Status again.

Solution 2

Have the correct certificates been imported?

Pracsoft: Setup > Global Settings > IHI Search

Clinical: Tools > Options > PKI

Solution 3

Have the certificates just been imported?

Close and re-open MedicalDirector Pracsoft / Clinical

Solution 4

Check Network Connectivity

Open MedicalDirector Maintenance via the Desktop

Maintenance Tasks > Common

Network Settings

Test Connection

If any errors are presented, please contact MedicalDirector Customer Service.

Symptoms

01418:(ERROR) The given name contains invalid characters. Only alpha and numeric characters, apostrophes and hyphens are acceptable. Spaces must not appear immediately before or after apostrophes and hyphens

Cause

Non-alpha-numeric characters in the patient’s name.

Solution

Correct the patient’s name, removing any non-alphanumeric characters.

Symptoms

Could not connect to https://www3.medicareautralia.gov.au/pcert/soap/services/. TCP error code 10060: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected....

Cause

Incorrect Proxy Settings.

Solution

Enter Correct Network Settings

Open MedicalDirector Maintenance via the Desktop

Select Database Tasks > Common

Network Settings

Symptoms

IHI Not Found

Cause

The patient has their middle name recorded in the first name field.

Solution

Remove the middle name from the first name field and add it to the known-as field.

This has been logged with MedicalDirector Development.

Symptoms

Could not establish secure channel for SSL/TLS with authority 'b2b.ehealthvendortest.health.gov.au'

Cause

PCEHR certificate has expired.

Solution

Import the current certificate.

Symptoms

INVALID WEB SERVICE MESSAGE

The web services request timestamp in the web service message is not valid.

The timestamp of the request is not supplied, is incorrect, or has expired.

Cause

Server time is not on the correct time zone and is out-of-sync with Medicare.

Solution

Correct the time zone

Right-click the Time on the task Bar > Adjust Date/Time.

Correct the time zone.

Symptoms

Not Authorised - PCEHR_Error_0004 - Authorisation Denied

Cause

The practitioner’s PCEHR registration is incomplete.

Solution

Please contact PCEHR Registration Group on 1800 723 471

Symptoms

PCEHR_ERROR_0519 - System authorisation denied

Cause

The practitioner or practice is not registered to use the PCEHR system.

Solution

Please contact PCEHR Registration Group on 1800 723 471

Symptoms

XDSRepositoryError-PCEHR_ERROR_0505 - Invalid HPI-O

Cause

The Practice’s HPI-O is incorrect.

Solution

Correct the Practice HPI-O via Clinical > Tools > Options > Practice Tab

Symptoms

PCEHR_ERROR_2501 - Document not found

Cause

This message occurs when the portal has been opened by one Practice/Doctor and the Practice/Doctor that uploaded the document has deleted the document whilst the portal is still open on the viewer’s end.

Solution

Close and re-open the PCEHR portal.

This issue has been reported to MedicalDirector Software Development.

Symptoms

This patient either does not have an active PCEHR Record or is hidden

Cause

This patient either has;

Not registered for a PCEHR record, and/or

Chosen to hide their data from the Practice/Practitioner

As the PCEHR system is patient-controlled the patient can choose these options.

Solution

The patient needs to setup up PCEHR or make their record available to the Practice/Practitioner

Symptoms

XDSRepositoryError-PCEHR_ERROR_0004_Authorisation denied

Cause

Any of the following:

Practice is not registered for PCEHR correctly.

Patient is registered but PCEHR, but their account is not activated. This can occur if the patient signed-up via phone/email/mail.

Patient has blocked access to their record.

Problem with the Patient’s PCEHR record.

Solution

If this occurs for all patients, ensure the practice is registered.

Ensure the patient has activated their PCEHR access by IVC on the eHealth website.

Has the patient blocked access to the Practice? If yes, the practice will not be able to access their record.

If these options do not resolve the issue, contact eHealth as there may be a problem with the patient’s PCEHR activation.

Symptoms

XDSRepositoryError-PCEHR_ERROR_3002 - Document metadata failed validation

Cause

Chart number in the document is failing validation.

Solution

This has been reported to NETHA and they are currently in the process of resolving it.

Once this is resolved, any documents that failed previous may then be uploaded.

Symptoms

Invalid HPI-O Number

Please enter a valid HPI-O number or leave the field blank

Cause

HPI-O number is in an invalid format; valid HPI-O numbers have 16 characters, e.g. 0000 0000 0000 0000

Solution

Enter the correct HPI-O number.