Pracsoft Knowledge Base
Easyclaim and Online Claiming Error Codes for Pracsoft

Troubleshooting

o      All batched claims will appear in Receipt Bulk Payments.

o      When receipting-off claims that have been sent to Medicare, you will be notified of the date the claims were sent. If there is no notification message, this indicates the claims have not been sent to Medicare.

o      Claim numbers can be found in the patient’s record on the Visits tab. No claim number indicates the voucher is not batched.

o      The status of claims can be found on Step 1 of the online claiming window.

o      The Bulk Claim Summary Report shows every claim ever batched, and the status of each.

Problem:

EFT Payment for (Claim Number) total amount expected ($figure) is not equal to deposit ($figure).

Cause:

Usually due to the claim having been altered in some way after it was sent electronically to Medicare Australia. It is possible that the amounts have been changed.

Resolution:

Problem:

9201: Could not set the vaccine batch number. Invalid format for data item.

Cause:

Caused by an invalid ‘Vaccine Batch Number’. Any Vaccine batch number which is blank or contains spaces, hyphens or any other special characters (e.g.: ! @ # $ % ^ and * / \) is invalid and cannot be received by ACIR.

Resolution:

o      Find any invalid batch numbers.

o      Make note of the patients and affected immunisation.

o      Highlight the affected immunisation and click the Delete button at the bottom of the screen. This will not remove the immunisation from this window, but changes the status to ‘deleted’.

o      Prepare and send the claim.

Note: In order to send the immunisations affected to ACIR you can delete and re-enter them in the patient file in MD, or you can simply phone ACIR and relay the details.

Problem:

Claims not showing in the Online Claiming Window.

Cause:

This is usually caused by the practitioner not being enabled to use online claiming, or they are inactive.

Resolution:

Problem:

Importing immunisations error message Practitioner is not setup in MedicalDirector Pracsoft.

Cause:

Practitioner is not setup in Pracsoft or provider no in MedicalDirector Clinical is different.

Resolution:

Check provider number, if it does not have a 0 in front of it in the error screen.

Problem:

Token required for claim authorisation when preparing/transmitting claims.

Cause:

Practitioner may be using a token/individual signing key. If not, please see resolution.

Resolution:

Problem:

OPV check functionality not available.

Cause:

No internet access or have just set up online claiming, or no access to the hic.psi store.

Resolution:

Problem:

Claims are not showing in the transmit window.

Cause:

The claims have errors and have failed preparation.

Resolution:

Tyro Error Codes

Code

Description

Possible Resolutions

6

Overflow.

Check your bank account details. The Merchant ID is either:

o       Missing.

400

Missing or invalid parameters.

o       Check your Tyro terminal screen – it may not be finalised, which puts a block on the machine as it is in use. Hold the Corr (yellow button) down for a few seconds to reboot the terminal.

1002

EFTPOS auto payment could not be processed.

You will not receive an option to swipe the card, and nothing will be displayed on the Tyro terminal. Contact Tyro on 1300 966 639.

1015

An error occurred while processing the EFTPOS / Medicare Easyclaim request.

Before attempting any resolution, confirm whether the issue exists on one workstation or all.

o      If no error appears, follow Resolution 1

o      If an error appears, follow Resolution 2

 

Resolution 1

If the error appears on workstations only, first check that there is network connectivity, and try a restart of the workstations.

 

Resolution 2

Workstation Specific: Add an alias.

 

All System: Try a restart of the server. Failing that, follow steps below:

3.       Restart Pracsoft.

8000

Business rule failed. Check internal section.

If you are unsure which provider is causing the error, examine the eftpos.log file. This can be found under MedicalDirector Maintenance - logs. This will give the provider number that is causing the error.

10030

Transaction Declined.

Contact Tyro on 1300 966 639.

20010

Server adapter error.

Restart the system, including the Tyro terminal (unplug the power connection and re plug it back in).

40010

An error has been raised in the client adapter while retrieving the report.

o       Check version of Java running (should be 6 update 13).

Online Claiming Error Codes

Code

Description

Possible Resolutions

1001

Unable to load /connect to Java Virtual Machine.

o       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)

1003

Medicare Australia Online Claiming is not operational.

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

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

1004

 A session could not be established.

o       Run the MedicalDirector CD/DVD to perform repair role.

1006

PKI login failure.

Indicates a problem with the PKI login - either the store location or store password is incorrect.

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

1007

Transmission failure.

Try to resend.

1008

Medicare Australia Online Claiming already operational.

 Check network connectivity.

o       Restart MedicalDirector Pracsoft. Failing that, restart the computer.

1010

Medicare Australia Online Claiming session already exists.

o       Restart MedicalDirector Pracsoft. Failing that, restart the computer.

1011

Unable to find Java Virtual machine library.

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

1012

The CLASSPATH environment variable cannot be found.

Check environment variables are correct, mainly the lib directory.

1014

Unable to locate the EasyclaimAPI class.

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

1015

Create Cryptostore failure.

Rename and reinstall certificate.

1019

Config parameter cannot be set as Medicare Australia Online Claiming already operational.

Restart Pracsoft.

1702

XML to JAVA classes conversion failure.

o       Check item number for odd character.

1703

Client Adaptor session does not exist.

Client adapter has not started. Restart the computer.

1704

Desecure failure.

As last resort:

o       Run repair with MedicalDirector CD/DVD.

1705

Secure failure.

Are you using proxy server? Refer to Microsoft ISA Proxy Setup Guide for Medicare Australia Online

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

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

1711

Unexpected protocol exception.

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

1712

HTTP server error.

Check that Pracsoft’s Global Settings are correct, web mail and email address is correct:

o       Medicare path has no ‘.’ between the www and the 2

1713

Protocol error.

Check that Pracsoft’s Global Settings are correct:

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

Ensure not too many people on the Internet.

1714

Error occurred attempting to load logic pack.

Restart Computer.

1715

The added content was created with a LogicPack with a different major and minor version therefore it cannot be loaded.

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

1717

No logic packs have been loaded.

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

1722

Intermittent problem signing using the HCI token. Repeating the function call should be successful.

If using location certificate, rename and reinstall.

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

1998

An undefined error has been detected in C DLL.

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

1999

An undefined error has been detected in Java API.

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

2004

The element name supplied is not valid or does not apply to the current function.

This is usually associated with error 2051.

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

2011

The information being set is inconsistent with the information currently set for this claim.

o       Practitioner may not be able to claim that item number.

2012

Transmission in progress. The requested action cannot be done until the current transmission is sent or cancelled.

o       Restart computer.

2014

The current claim has already been processed (submitted or accepted). Get details then clear the claim.

o       Bulk bill? You need the Transaction ID.

2015

No voucher exists within the session for the supplied VoucherSeqNum.

o       Undo batch (resubmit all). Re-batch.

2017

The Payee Provider specified is the same as the Servicing Provider.

o       Is this a referral? Check referral details.

2021

Invalid directory or directory not found.

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

2023

The report is not available yet or is no longer available for retrieval.

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

2024

A voucher with the quoted sequence number already exists in the claim/session.

 Try one of the following workarounds:

o       As a last resort, send the claim manually.

2025

The maximum number of child business objects for the parent business object type has been reached

Also see error 2037

If an immunisation claim:

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

If a Medicare claim:

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

2030

The data element being set is inconsistent with other data elements already set OR a data element has been set and a related conditionally required data element has not been set.

Could get error 2030 on server and 1005 on workstations.

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

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

2037

An error was detected with the voucher sequencing. The sequence numbers must begin with 01 and increment by one as each voucher is added.

Also see error 2025

If an immunisation claim:

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

If a Medicare claim:

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

2038

The referral/request type is inconsistent with the service type set for this claim.

o       Check practitioner’s referring provider number.

2051

The position of the business object in the hierarchy of business object types is invalid.

Usually associated with 2004

Can happen when performing copy check or transmitting claims.

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

3001

Communication error. Check that you have a current internet session. For further assistance contact the Medicare Australia eBusiness Service Centre.

o       Check if using a proxy server. If so, consult Microsoft ISA Proxy Setup Guide for Medicare Australia Online

3002

The response from the central site was not received within the permitted response time.

 Usually associated with a 3005

o       Firewall / AV blocking.

3003

The Medicare Australia server is not operational. Try again later. If the problem persists, contact the Medicare Australia eBusiness Service Centre.

Contact Medicare.

3004

The request cannot be dealt with at this time because real-time processing is not available or the system is down. Contact the Medicare Australia eBusiness Service Centre for further assistance.

Usually relates to Medicare being closed.

3005

The message format received by the Client Adaptor was not valid (PKI).

Usually associated with a 3002

o       Firewall / AV blocking.

3006

The message could not be decrypted. Contact the Medicare Australia eBusiness Service Centre for further assistance.

o       Could also indicate problem with Medicare’s server.

3007

The Client Adaptor could not decrypt the return message. Contact the Medicare Australia eBusiness Service Centre for further assistance.

 Using the incorrect client adapter:

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

3008

The sending Location could not be identified at the Client Adaptor.

Likely you have just updated your location certificate, but it has not been activated at Medicare’s end.

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

3009

The Medicare Australia signing certificate could not be found in the PSI store OR the passphrase used did not match the Individual certificate. If problem persists contact the Medicare Australia eBusiness Service Centre.

       Medicare server = www2.medicareaustralia.gov.au/pext

       email address = ebus@medicareaustralia.gov.au

3012

The message received at the Client Adaptor was not signed. Messages should be signed by the sending Location.

o       If location certificate, rename and reinstall.

3013

The signing Location is unknown. For further assistance contact the Medicare Australia eBusiness Service Centre.

The Minor ID number on site may not be the one registered with Medicare. Contact Medicare Australia eBusiness Service Centre.

3016

The supplied location ID does not match the HCL For further assistance contact the Medicare Australia eBusiness Service Centre. [No longer used]

Check RA # (Certificate Manager) and HSS number with what Medicare has registered.

3017

The transmission date is not the current date. Check the system date set in the transmitting computer.

Check for an incorrect date on the server and each workstation, via Regional Settings.

3021

The sending Location could not be identified at the Server. Contact the Medicare Australia eBusiness Service Centre for further assistance.

3029

HTTP redirection attempted

3030

HTTP client error

3031

The server cannot fulfil this request

o       Are there any problems at the Medicare end?

3032

Bad Gateway encountered

Check the web address in Pracsoft’s Global Settings.

3036

The sending Location's details failed validation against the Registration File. Contact the Medicare Australia eBusiness Service Centre for further assistance.

Check that the RA number and HSS number registered with Medicare are correct.

3037

The sending Individual's details failed validation against the Registration File. Contact the Medicare Australia eBusiness Service Centre for further assistance.

Individual signing has been selected.

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

3039

An error occurred during transmission to Medicare Australia. It is unknown whether the claim was processed. Contact the Medicare Australia eBusiness Service Centre.

Contact Medicare with the claim number, transaction id and patient information (depending on type of claim - Private or Bulk Bill).

5001

The quoted Individual Certificate RA number is registered to another individual.

 Individual key used by a practitioner who is not registered for it.

5010

The subscription ID supplied has been identified as in-active Inactive provider number?

Check with Medicare.

8003

Patient is currently ineligible for Medicare. This status can be confirmed for today only.

Check the patient’s Medicare number with Medicare. You may also need the item number being billed.

8005

The individual has been matched using the submitted data however differences were identified. Please check the information returned and update your records.

Conduct an OPV check on the patient. If the error persists, check the patient’s Medicare number with Medicare.

9001

The Location is not authorised to undertake Online Claiming transactions. The transmission has been rejected. Contact the Medicare Australia eBusiness Service Centre for further assistance.

Check with Medicare that the HSS Number and Provider Number are registered.

9002

The individual signing the claim or making the request is not authorised to undertake Online Claiming transactions. The claim has been rejected. Contact the Medicare Australia eBusiness Service Centre for further assistance.

 The individual key Provider Number Is not registered.

9003

The provider is identified as inactive for Online Claiming purposes. Contact the PKI Customer Service Centre for assistance.

Check the provider number with Medicare. You may need to complete a registration on the HeSA website. Contact PKI customer service 1300 660 0355 or E-Business 1800 700 199 for assistance.

 

9005

The signature (HCI) is not that of the Servicing Provider.

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

9007

The Location is not authorised to undertake the function on the date of transmission. The transmission has been rejected. Contact the Medicare Australia eBusiness Service Centre for further assistance.

Are you eligible to transmit this item number?

9008

Claims from this provider must be signed using their Individual Certificate.

Have the practitioner sign using their iKey.

9009

This transaction type is not permitted from this type of client.

Check what you are transmitting – the practitioner may not be eligible.

9010

The software product used to create the transaction is not certified for this function. Contact the Medicare Australia eBusiness Service Centre for further assistance.

This suggests Pracsoft is not eligible to transmit to Medicare. Contact MedicalDirector Customer Care.

9011

Billing Agent is not recognised as belonging to the transmitting Location.

Problem with transmission. Contact Medicare.

9102

The Location Certificate (HCL) has expired. Contact the Registration Authority.

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

9103

The token relating to the individual certificate could not be found.

Individual signing ticked.

9105

Invalid certificate type. The certificate type is either location or individual.

9111

If createCryptoStore - a PSI Store already exists in the nominated folder. Otherwise a problem has been encountered using PKI services. Repeating the function call should be successful.

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

9112

Location signing Certificate not found in the PSI Store.

o       Incorrectly installed hic.psi. Remove and reinstall.

9119

The provider is identified as inactive for Online Claiming purposes. Contact the PKI Customer Service Centre for assistance.

Provider not registered, refer to Medicare or eBusiness 1800 700 199

9120

The Individual Certificate used has been revoked by the Registration Authority. Contact PKI Customer Service Centre for assistance.

Refer to eBusiness 1800 700 199

9121

Desecure failure at Medicare Australia. Contact the PKI Customer Service Centre for assistance

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

9123

The HCL Certificate used to sign the transmission is not the Certificate currently registered against the Location Id

May have updated to a new certificate, but the new certificate is not activated with Medicare yet. Check with Medicare.

9128

MultipleProcedureOverrideInd is an invalid value

Check service text on voucher.

9202

Invalid value for data item. The data element does not comply with the values permitted or has failed a check digit check.

See also 9204.

 

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

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

9203

Date of service must be no more than six (6) months in the past

This message should only now occur for pre-3.94 versions. The limit is now 2 years.

9204

Date in future. The date supplied must not be in the future

You may have at some stage received an error regarding ‘Date in the future’ on resubmitting vouchers. You should have then been prompted with a 9202 error on transmission. The 9202 error does not relate to patient details not being complete or voucher details not being valid in this case.

 

Workaround 1:

o      Ensure that AM and PM are not the wrong way around.

o      If in Regional Settings you have English (Australian) and English (American), remove English (American).

o      Check these settings on every computer.

 

Workaround 2:

3.       Re-batch the claim.

9205

Requested data item is empty.

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

9314

Patient/Claimant locality must be supplied or all claimant address elements removed

Check patient address details - may have suburb and state in the suburb field.

9315

Patient/Claimant postcode must be supplied or all claimant address elements removed.

Check patient record for address details - may be new suburb which is not currently in the database. If so, email MedicalDirector Customer Care and log an enhancement request to have the postcode and suburb tables updated. Ensure you give name of missing suburb and postcode.

9316

The Referring/Requesting Provider cannot be the Servicing or Principal Provider.

o       Check is LSPN used, and check if setup correctly.

9337

At least one service in the voucher must have a non zero charge amount.

Check item numbers on voucher for a $0.

9341

More information required. Either text must be keyed against a service or a time supplied for the voucher.

o       Check for procedural item numbers.

9356

Vaccine code missing or invalid

Option 1:

 

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.

9363

Encounter already contains equivalent antigen(s)

6.       Re-prepare the batch.

9601

The claim needs to be referred to a Medicare Customer Services Officer for further assessment. The claim will be processed and payment notification will be sent in the near future.

Claim successfully transmitted and pending further assessment by a Customer Support Officer. Claimant will be advised of outcome by mail.

9624

A subsequent consultation has been keyed and the date of service is after the referral expiry date.

Get patient’s Medicare card number, item number and date of service. Contact Medicare.

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

9635

Check Servicing Provider. May not be able to provide the service for this item at date of service

o       Provider may not be eligible to bill the item number.

9636

Check Payee Provider.

Locum? Check Payee Provider.

9638

Claimant details required. Patient or quoted claimant is a minor.

Check payer for patient - cannot be ‘self’ if patient is under the age of 12.

9641

A restrictive condition exists.

Two item numbers that cannot be charged together e.g.

If unsure, contact Medicare for advice.

9645

The claim identified for deletion has a status other than Paid Same Day.

Attempting to conduct a same-day delete, but the account has already been paid.

9646

The claim could not be located by Medicare Australia.

Attempting to conduct a same-day delete, but Medicare was already contacted and deleted it. Contact Medicare for advice.

9650

The patient data supplied failed validation checks against Medicare data.

Attempt an OPV check. Failing that, contact Medicare.

General Errors

Where

Description

Resolution

Preparing Claims.

*****CLAIMS SELECTED TO PREPARE : CLAIM#****

*****END OF CLAIM (): Claim not processed - provider has not been confirmed as added to location certificate.

Preparation / Authorisation of claims(s) completed. Check messages above to determine whether to proceed to transmit stage.

Check practitioner’s details to ensure they have ticked the check box ‘added to location certificate’.

Pairing up Tyro machine with Pracsoft.

Easyclaim Terminal Connection was unsuccessful, please try again or contact support for help.

o       Could add an alias (NOT TO BE DONE ON SERVER), but this should only be done as last resort. The alias will be for the ESP instance, if you add one for ESP, you need to add one for HCNSQL07 as well.

Patient files.

Transmitted a claim from a private account to Medicare, but received an error during the process (unspecified error - can vary). When examining the patient’s record, the account / visit is not recorded.

Re-record the visit. Instead of selecting payment type as EFTPOS auto, select EFTPOS Manual.

 

Resolve exceptions.

Voucher returned with a reason code of 621 - previously been paid, but no visit recorded in patient file.

Resubmit the voucher, but retain the claim for later lodgement. Batch the voucher into a claim, manually receipt off.

Benefit not Payable.

Private patient being receipted and patient has a payer. This error may occur when doing the refund.

This error can occur under the following circumstances:

7.       Resolve this by conducting a manual OPV check on Patient A – the system should update their record accordingly.

Private billing.

Refund window doesn't show.

o       Check that Online Claiming is setup correctly - no errors should appear when opening Pracsoft.

Record visit button says voucher not claim.

When recording visit and have Easyclaim enabled, the button should read ‘Claim’.

o       Do you actually have a location certificate?

Requesting reports.

Processing report not yet processed by Medicare.

       Easyclaim - need to wait until after 5pm day after sent.

       Online claiming - can take a few days for reports to be available, even though payment in bank.

       DVA - have been known to take weeks to have reports available, depending on backlog.

Transmitting claims.

No Prepared bulkclaims.

Return to step 2 of the Online Claiming process - the claim will have failed preparation. Read the processing information line for line to obtain a reason for the failure.

Send Store and Forward.

Sending store and forward claims. Claim window just disappears with no confirmation of transmission or failing to send.

Try sending again, but don’t select the first patient. If same thing happens, get a list of patients and Medicare card numbers, contact Medicare and they can tell you which patient is the problem. Will likely be a specific patient, and that patient may have already been transmitted - just delete the problem patient from list of Store and Forward.

OPV check.

OPV check message.

Current Medicare card has expired. Patient to contact Medicare, as claims using this Medicare card may be rejected.

Preparing claims.

Service must have been referred, requested or self deemed or an override set.

o       Check if LSPN is setup correctly.

Resolving exceptions.

AddVoucher function has failed with insertservice no.1 within visit no. 1.

o       Recorded Bulk Bill / DVA voucher with item number of 11 or more characters. Adjust item number to fix.

Saving Dr details.

This provider has been enrolled for Medicare Australia Online Claiming, however they have not been confirmed as being added to the Location Certificate for the surgery or received their iKey for individual signing.

You will not be able to prepare Online claims for this provider until they are added to the Location Certificate.

Do you wish to continue saving the Practitioner details?

Check the practitioner’s details, ensuring that ‘added to location certificate’ is ticked.