Online Claiming Error Codes

Is this a Terminal Server site? If so, check that the Terminal Server session is using the same Java version as the workstations.

Check environment variables.

Make sure if using Terminal Server, you have followed the online claiming setup document for Terminal Server environments (PS3-45 Medicare Australia Online - TS Installation and User Guide for Pracsoft)

Ensure that the correct version of Java is installed (version should be no higher than that supplied with Pracsoft).

If all appears OK, remove Medicare Australia Online, and then:

Rename the HIC folder (c:\program files\hic).

Run repair with latest CD/DVDto what they have installed.

Uninstall Medicare Australia Online via Add/Remove Programs.

Browse to C:\program files\ and delete the hic folder.

Run the MedicalDirector CD/DVD to perform repair role.

Check store location is correct in workstation settings.

Retype the store password*.

*If you do not know the store password, rename the existing store and reinstall the certificate.

Restart Pracsoft. Failing that, restart the computer.

Restart Pracsoft. Failing that, restart the computer.

Remove all Java and run a repair with the version of Pracsoft you have installed.

Remove all Java and run a repair with the version of Pracsoft you have installed.

Remove Medicare Australia Online via Add/Remove Programs, rename the HIC folder and run a repair of the Pracsoft version installed.

Check item number for odd character.

Retype the store password, save, close Pracsoft and reopen.

If this error is happening on all workstations, it may be a corrupt certificate. Rename correct certificate and recreate.

As last resort:

Remove Medicare Australia Online.

Rename the C:\program files\hic folder.

Run repair with MedicalDirector CD/DVD.

Have you just updated a certificate? Ensure you didn't use the update button and import CRLs. To check this:

Open the PKI Certificate Manager.

Click the down arrow besides View > Certificates.

Is CRLs greyed out or highlighted? If highlighted, then select it, and remove the entries. If greyed out, rename the certificate and reinstall it.

You may need to apply full permissions to the actual hic.psi file, but only as a last resort.

If a certificate update has been performed, and the old certificates are still in place, remove them.

Medicare path has no '.' between the www and the 2

Medicare path has no '.' between the www and the 2

Server ends with /pext

The system could be running low on resources - restart Pracsoft.

Ensure not too many people on the Internet.

Remove Medicare Australia Online, repair with the CD/DVD for the version of Pracsoft installed.

Rename the hic folder.

Repair with the CD/DVD for the version of Pracsoft installed.

If using an individual key, the password could be incorrect.

Rename the hic folder.

Repair with the CD/DVD for the version of Pracsoft installed.

Ensure the psijni.dll file is not missing from the bin folder on the computer you are transmitting from.

Check if you have full administrative access to the PKI folder and the hic.psi file.

Failing this, run the find hicalone file in the PKI folder and send the log files to Medicare for advice.

Try restarting the computer first.

Remove Medicare Australia Online, rename the hic folder, and repair with the CD/DVD for the version of Pracsoft installed.

Remove share from PKI folder, apply, and then re-share the folder.

Check if the item number is a referral-required item.

Practitioner may not be able to claim that item number.

Restart Pracsoft.

Restart computer.

Private patient account? You need the patient's Medicare number, name, item number, date of visit.

Bulk bill? You need the Transaction ID.

Undo batch (resubmit all). Re-batch.

Is this a locum? If so are they set to locum for themselves?

Is this a referral? Check referral details.

Check hic.psi file is in the correct store location as designated in Pracsoft's Workstation Settings.

Check store location, browse to location. Reset this.

Check network connectivity.

Check PKI folder is shared out correctly, with full access for everyone.

Report no longer available for retrieval - can only re request reports up to 6 months. Beyond that you must request a manual report.

Remove the first patient in the list of errors, batch then send.

Resubmit the batch, re-batched, batch then sent successfully.

As a last resort, send the claim manually.

If an immunisation claim:

• An immunisation Claim supports up to 5 services per patient, 20 patients per claim. Anything more generates error 2025.

  If a Medicare claim:

  Undo the batch.

  Go into the batching window, and note how many vouchers are in the batch (is likely to be 99).

  Go into Pracsoft's Global Settings > Bulk Bill and ensure the maximum vouchers is set to 80.

Duplication of data set for a voucher and associated information e.g.:

Same comment also appears in the explanation as to the service text.

Same practitioner provider number as what is record as the Facility ID.

If an immunisation claim:

• An immunisation Claim supports up to 5 services per patient, 20 patients per claim. Anything greater generates error 2025.

  If a Medicare claim:

  Undo the batch.

  Go into the batching window, and note how many vouchers are in the batch (is likely to be 99).

  Go into Pracsoft's Global Settings > Bulk Bill and ensure the maximum vouchers is set to 80.

Some item numbers require specific information, or practitioner to have certain qualifications to be able to bill it.

Check practitioner's referring provider number.

Can happen when performing copy check or transmitting claims.

Check that the installed Java version is no greater than that supplied with Pracsoft.

Try removing higher Java versions. If the error persists, remove all Java installations and repair with the CD/DVD for the version of Pracsoft installed.

Try restarting the computer.

Check if Medicare is having issues.

Check that Internet sharing is not being blocked.

Internet connection timeout.

ISP.

Proxy server.

Firewall / AV blocking.

Internet connection timeout.

ISP.

Proxy server.

Firewall / AV blocking.

Could also indicate problem with Medicare's server.

Remove Medicare Australia Online.

Rename the hic folder.

Repair with the CD/DVD for the version of Pracsoft installed.

Run findhicalone (in PKI folder) send log files to Medicare.

Try running an OPV Check first.

Failing that, contact Medicare Australia's eBusiness Service Centre to get it activated.

Ensure you have initialised defaults that the location in title bar of PKI certificate manager is same as the location in workstation settings.

Check Pracsoft's Global Settings:

• Medicare server = www2.medicareaustralia.gov.au/pext
• email address = ebus@medicareaustralia.gov.au

If location certificate, rename and reinstall.

Also check that practitioner Provider Numbers are registered correctly against the Minor ID number.

Check that the Medicare web site is not being blocked by your system or ISP.

Ensure you have an active Internet connection.

Ensure Pracsoft's Global Settings are correct for the Medicare server.

Can you connect to www2.hic.gov.au/pext/mecpsm/servlet/pci

Are there any problems at the Medicare end?

If it is not required, disable it.

If it is required, check for a solution as per error code 3036.

iKey may not be registered with Medicare. Contact HeSA 1300 660 035

Look for CRL's (using drop down menu to the left of setup button in the Certificate Manager). If any exist, remove them.

Ensure you have the latest version of the PKI Certificate Manager.

Within the Certificate Manager, check the 'other people' tab for expired Medicare Australia certificates.

Permissions on the PKI folder need 'Everyone' group with full access. If the site has high security, you may need to add each individual user will full permissions.

This can also occur if you have updated your version of Java, but chose not to restart the computer when prompted.

A location certificate is already installed, and when installing an individual certificate you selected to create a new store, instead of selecting to use an existing store.

Locked files - may need to go into computer management to unlock the hic.psi file on server, or restart the server.

Incorrectly installed hic.psi. Remove and reinstall.

Check Pracsoft's Global Settings - should be www2.medicareaustralia.gov.au/pext

Individual certificate - may be corrupt, remove and reinstall (will have to be removed via PKI Certificate Manager).

Check the individual certificate within the Certificate Manager, if there is a red cross beside an individual certificate, the root certificate is missing and can be obtained from www.certificates-australia.com.au (select secure net root ca certificate).

May have done certificate update using initialise defaults. Update certificate manager, check for CRL's.

Check Medicare number, remove and re-enter if required, with no spaces.

Check patient address for PO Box instead of physical address.

Check suburb field doesn't have a postcode in it.

Check item number - could be non-standard Medicare item number.

Check practitioner's provider number is correct and is 8 characters.

If occurs during transmission stage, check regional settings. Try changing time zone to some other zone, then back again to correct zone.

When this error occurs, you will usually get more information, such as:

Could not set Servicing Provider Number: This suggests the practitioner's Provider Number is incorrect. You must contact eBusiness on 1800 700 199 to verify the Provider Number.

Could not set clinical code RSN code in online Voucher: This is usually related to DVA vouchers - a 'clinical reason' is required. Note: If you have just switched over to online claiming, delete vouchers and re enter. Medclaims misses information fields that are required for online claiming. Only solution is to delete and re record visit.

Could not set Patient MC Reference Num in Medicare Australia Online Voucher: Perform an OPV check.

Could not set the vaccine batch number: HIC Online > View > Immunisation Claims > Find any claims that have hyphens, spaces or other symbols in the batch number. These need to be deleted.

Could not set the Item Number to 'X': 'X' is not a valid Medicare Item number. Edit the voucher and use only valid Medicare Item Numbers.

Could not set veterans file number in voucher: The Veterans Affairs number is incorrect. Correct it and the claim should prepare.

Could not set patient address, Locality: Check that the suburb is valid. Try deleting and re-entering.

Invalid value for data item: Check the 'Provider Number' for the 'Institution' (Hospital/Nursing Home) in the Referring Practitioners/Address Book

Workaround 1:

Close Pracsoft Waiting Room.

Change the computer's regional time setting to another zone, apply the change, then reselect and apply the correct time zone

• Ensure that AM and PM are not the wrong way around.
• If in Regional Settings you have English (Australian) and English (American), remove English (American).
• Check these settings on every computer.

  Workaround 2:

  Batch other outstanding vouchers.

  Undo the problem claim.

  Re-batch the claim.

Workstation pointing to incorrect location for store?

Check that only one copy of psi file on the network.

Have created store, but not imported the certificates?

Check size of hic.psi file - usually about 18kb.

Check the referral details.

Check is LSPN used, and check if setup correctly.

Check vouchers for txt against one item number but not all item numbers, this includes incentive items.

Check for procedural item numbers.

Open the online claiming window.

Select View > Immunisation Claims.

Right-click the claim and select 'modify'.

Locate the voucher with the invalid batch number.

Remove the immunisation record (delete).

Re-prepare the batch.

Option 2:

Release the claim. Then when you next enter online claiming, you should be prompted to import again.

Option 3:

For immunisation records, this will either have to be manually submitted to ACIR , or it can be deleted from the patient file in clinical package and re-entered.

Select View > Immunisation Claims.

Right-click the claim and select 'modify'.

Locate the duplicate immunisation.

Remove the immunisation record (delete).

Re-prepare the batch.

Workaround: store claim then transmit from send store and forward option.

Conducting an OPV? Provider number for the practitioner may be incorrect.

Provider may not be eligible to bill the item number.

Immunisation that cannot be charged with another immunisation.

Tumour removal and biopsy on the same account.

If unsure, contact Medicare for advice.