All known issues

Indigo SP1 and SP2

When submitting vaccination records to AIR electronically, if a patient has incorrectly entered demographic information (for example, their suburb and postcode do not match), selecting Send to AIR will cause an error message.

The error message indicates that the last patient listed has incorrect demographic information. However, any patient listed may actually have incorrect details.

1. Narrow down the list of patients by changing the filters Immunisations given since and Filter by doctor.
2. Click Send to AIR.
3. Repeat steps 1 and 2 until you have a small list of vaccines that will not send.
4. check the demographic information of each patient in the list and ensure that the following fields have been recorded correctly:
   • Address (to include residential address information)
   • City/Suburb (to include just city or suburb information, for example 'Bundaberg', not 'Bundaberg QLD'
   • Postcode (ensure the postcode recorded has four digits and matches the city or suburb).

Once the patient is identified and their demographic information is amended, the rest of the vaccines will send correctly.

When importing an MDM HL7 message, Bp Premier uses the CDA Intended Recipient component to address the result, rather than the MSH component of the MDM.

No known workaround.

Not yet resolved.

BP-2019

If a practice has any SMS appointment reminder schedules existing, the option Use Bp Service for sending automated appointment reminders in Setup > Configuration > Bp Service has no effect. SMS appointment reminders will still send at the scheduled time even if this option is not ticked.

This known issue also exists in Jade and Jade SP1.

If your practice does not intend to send SMS appointment reminders by schedule, delete all SMS schedules defined in Bp Premier, and then untick the option Use Bp Service for sending automated appointment reminders.

Not yet resolved.

BP-2182

Duplicate payment records can occur if two users run Check for Payment at same time.

When running the Services - By Account Type (Grouped by item) report and similar reports, a 'Subquery returned more than 1 value' error may be returned. This error may be caused by performing multiple service adjustments within Online claiming.

This issue may also appear in Indigo and Indigo Service Packs.

Please contact Best Practice Software Support for advice if you experience this issue.

Jade

BP-1294

The appointment book will not automatically refresh and must be manually opened and closed to refresh.

This issue occurs if the operating system time on a Bp Premier client differs by more than a few seconds from the time on the Bp Premier server.

Resynchronise the time on the client machine to be exactly the same as the time on the Bp Premier server.

Close and re-open the appointment book to refresh.

Jade

BP-1585

When using a workstation with a database that has been remotely downloaded, an 'Invalid Object Name' error occurs when printing prescriptions. The prescription can be printed, but SafeScript checks will not occur.

No known workaround.

Jade

BP-1563

Users are omitted from a Shared Health Summary report if their User ID does not exist in the Invoices table (that is, the user has never been associated with an invoice).

Applies to practices that are running version Indigo and have run the February 2019 Data Update.

Create and cancel and invoice for any omitted users so that they are recorded in the Invoices table.

Install the March 2019 Data Update to install the corrected version of this report.

March 2019 Data Update.

BP-1584

When adding batches to the Banking window, some sites may experience long waits to load available batches.

Contact Best Practice Software Support for a script to resolve the issue.

Indigo SP1

BP-1478

During an upgrade to Indigo Service Pack 1, Update Databases may fail due to an error if the Windows user running the upgrade does not have local permission to access the directory C:\ProgramData\Best Practice\Log.

This can affect the transfer of your SMS credit balance.

You will need to manually rerun Update Databases after the upgrade. This can take up to two or more hours, depending on the size of your database, and is best run after hours.

Until you have performed the resolution steps below, SMS usage at your practice will be limited as follows:

• The use of SMS within the practice and all locations will cease to work, and all SMS schedules configured to run will not proceed.
• The practice would need to fail back to manually calling all patients with appointments for subsequent days to confirm patient attendance, and reschedule those patients waiting for an available appointment.
• The practice will not have the ability to send out ad hoc SMS notifications, such as a doctor running late.

Perform the following steps after normal business hours: 

1. Back up the Bp Premier database.
2. Double-click the file C:\Program Files\Best Practice Software\BPS\Update Database.exe.
3. Log back in to Bp Premier and check the vale of your SMS credit . The value from before the upgrade should be transferred.

If you have further concerns if your site experienced this error, and you have rerun Update Databases after hours, export BP log files using the instructions here and send the log zip file to Bp Premier Support.

This issue is caused by local permissions.

BP-1577

When enrolling a patient's phone number, Bp Premier checks to see if any other patients have the same mobile phone number recorded.

However, this check will not report a duplicate number if the same phone number has been recorded with spaces.

For example, if a number has been recorded as '0404040404' for one patient and '0404 040 404' for another, Bp Premier will not detect the duplicate.

This issue may also appear if you have upgraded to the Jade version.

Ensure that your staff record phone numbers with consistent formatting when entering patient details.

Jade SP1

BP-1672

Adjusting an invoice after a failed Bulk Bill Easyclaim transaction does not update the services on the invoice correctly. This issue most commonly occurs when the Tyro transaction fails because the patient’s Medicare card details have not been updated.

This issue may also be experienced for sites running Indigo and Indigo Revision 1.

If you experience this issue, call Bp Premier Support for assistance in correcting Bulk Bill Easyclaims that have required invoice adjustments.

Not yet resolved.

BP-1487

If a non-RTF format result file has been saved to a patient file under Investigations, and a workstation downloads the database remotely to operate in remote mode, the result file will no longer be viewable

If while in remote database mode the result file is moved to Correspondence In, and the remote database session is synchronised back to the server, the result file is replaced by the blank file and is no longer readable.

This also can also occur for sites running Indigo Revision 1.

If a blank result appears in Investigations while in Remote Database mode, do not move this file to Correspondence IN.

Not yet resolved.

BP-1593

Marking an item in the Correspondence In section of the patient record as 'Given' can cause slowness if the patient has a large number of documents in Correspondence In.

This issue also occurs for version Indigo.

No known workaround.

Not yet resolved

BP-1261

The HealthLink online directory does not refresh existing search results when a name is cleared from the Name search field.

Clear the postcode value and re-enter it to regenerate search results.

Not yet resolved

BP-1118

A 'numeric overflow' error may appear that is generated by Bp Premier's system logging.

If this error occurs more than once, restart Bp Premier on the computer that experienced the error.

Not yet resolved

BP-1200

The Backup database button on the BPS Backup utility may be disabled when running a manual backup.

Set the registry key HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Best Practice Software\Best Practice\Database > Server to 'local' and reattempt the manual backup. Your IT support can assist with updating the registry.

You may need to change the registry value back to its original setting.

Not yet resolved

BP-1336

The default location for a manual backup (normally the last manual backup location) is reset if an automatic scheduled backup is set up or run.

Manually change the default location to the desired location when performing a manual backup.

Not yet resolved

BP-1341

When you right-click a batch and select Get processing report, the Online claim processing report does not list the surname of the patient for DVA claims.

Save the report, double-click the batch, and review all of the rejections with the patients' first name and surname. If a practice is only interested in viewing the data, you can print the report or go to View > Processing reports.

Not yet resolved

BP-1116

When creating a Bp Comms SMS template with autopopulate fields that do not apply to the selected template type, an unrecoverable error can occur.

Do not manually insert or cut and paste fields between different SMS template types. Only ever insert autopopulate fields by selecting from the list of available fields in the Edit Bp Comms Template window.

Not yet resolved.

BP-1550

When searching the HealthLink online directory for contacts, the Maximum Distance search field is not consistently enabled when a postcode is entered.

No known workaround.

Not yet resolved

BP-1121

If a contact category has multiple specialist codes mapped, when searching for the category plus either a name or postcode, the results returned include providers that do not belong to the category selected.

No known workaround.

Not yet resolved

BP-1122

From the Follow up Reminders screen, selecting a reminder and clicking Contact Notes will only show those Contact Notes specifically related to that sent single reminder record, not all contact notes associated with the history of the reminder.

No known workaround.

Jade SP1

BP-1004

Indigo Revision 1

HealthLink Forms — An error occurs when opening a form if the patient has an investigation result that has a null value for the report header and report body.

Email Best Practice Software Support to resolve if this issue occurs.

Not yet resolved.

BP-988

HealthLink Forms — An error occurs during prepopulation when a clinical image does not exist in the document database.

Identify which clinical image does not open correctly. Contact the original sender of the clinical image for the image to be resent. Delete the original bad image.

Not yet resolved.

BP-977

Indigo

When adding or editing Carer details within the Care Plan window, the Delete button is only enabled if the patient has a Next of Kin set. When attempting to delete the details, an incorrect prompt appears.

Set a Next of Kin in the patient's demographics.

Jade

BP-192

HealthLink forms — error resuming all parked forms.

The workaround for this known issue is to not park a form.

Jade

BP-775

HealthLink — the description returned in the Patient_PastHistory_Description and Patient_Problem_Description concepts does not have the complete condition details. The description is missing the side, acute, severity, provisional and fracture details.

No workaround is available yet.

Jade

BP-886

Medicare certificates in the MedicareCerts folder are not imported when BPCertificateManager.exe is run from inside Bp Premier.

Run BPCertificateManager.exe as a Windows administrator from the /BPSupport folder on the affected computers and click Reinstall Certificates.

Indigo SP1

BP-96

Phone options have been removed when trying to create a manual query in the Database search utility.

After you have created your query using the Setup search buttons, manually edit the text in the SQL Query box to add the phone number fields and values to search on. You can search for 'HomePhone', 'WorkPhone', or 'MobilePhone'.

Indigo SP1

BP-782

In the Word Processor, inserting an AutoFill drops the cursor to a new line automatically when the user presses the space bar and not the Enter key.

Manually reposition the cursor on the same line after inserting.

Indigo SP1

BP-797

HealthShare actions are not automatically recorded in Today’s notes.

Manually record details in Today’s Notes when fact sheets have been given to the patient.

Indigo SP1

BP-706

The content for the ADF Post Discharge Summary is not generated until the user clicks the Preview button or finalises the EPC item.

Click the Preview button or Finalise the EPC item before saving and closing the window.

Indigo SP1

BP-703

Immunisation data is not being correctly output to a linked IMM.OUT file, including provider name, provider number, and sequence number. Duplicate vaccinations can be generated when output to IMM.OUT. 6 month Rotavirus (sequence 3) vaccination remains checked after it is deleted.

No workaround is available yet.

Indigo SP1

BP-772

The following error is logged at times when printing scripts using eRx: 'The description for Event ID 0 from source eRx Standard Adapter Service cannot be found'.

No workaround is available for Indigo.

Indigo SP1

BP-779

Online Claiming — Not duplicate service indicator missing when multiple services are marked NDS.

Send services on separate invoices and select appropriate indicators.

Not yet resolved.

BP-99

If a custom preparation is prescribed and printed, any changes made to the ingredients of the preparation are reflected in the past prescription entry in the patient record.

Create a new custom preparation if the ingredients need to be changed from a previous prescription. After you save the new custom preparation, you can delete the old custom preparation.

Not yet resolved.

BP-166

An error occurs when saving an immunisation when the user has No Access or View only permissions to clinical notes. The immunisation is not added due to this error.

Increase the user's permissions to allow access to clinical notes to save the immunisation.

Jade

BP-181

If a site links to Medilink and has enabled the floating waiting list, the floating Waiting List window function cannot be disabled in Indigo.

Try one of the following:

• Before you run the Indigo Program Update, go to Setup > Preferences > General > and untick the box Show waiting list if enabled to Medilink.
• If you have already run the upgrade, call Best Practice Software Support to receive a script to disable this function.

Not yet resolved.

BP-189

Appointment Book SMS Reminders — Exclude appointments made within the last x days default dependency issue.

The checkbox Exclude appointments that already have a reminder sent must be ticked for the Exclude appointments made within the last x days default to work. Otherwise, Exclude appointments that already have a reminder sent must be manually selected when sending the SMS.

Not yet resolved.

BP-193

An error code 50 that requires you to close Bp Premier can occur in any screen.

This known issue is under investigation. If this error occurs, check Bp Premier to make sure that the most recent data you entered before encountering the Error code 50 has been saved correctly. Any data that did not save will need to be re-entered.

Not yet resolved.

BP-707

Appointment Book — No prompt apears when moving an appointment which may run in to an On the day appointment.

Cut and paste the appointment you want to move into the correct appointment location.

Indigo SP1

DEV-8938

Unable to remove a reminder type if the reminder reason tied to this is deleted.

Contact Support to request a script to recover the deleted reminder reason.

Not yet resolved.

BP-701

Unable to submit surgical operation numbers (30071, 31356) via EasyClaim for private accounts.

Add separate sites restriction code to the item to allow the EasyClaim tickbox to be used.

Not yet resolved.

BP-874

After merging users, if the user was configured to use eRx, the settings for eRx will be lost.

Reconfigure eRx for the new merged user.

Not yet resolved.

BP-699

Opening Setup E-ordering window still reads from SONICPATH table.

Email Support for a script to remove old e-ordering paths.

Not yet resolved.

BP-976

Bp Device — Error inserting record when the name contains an apostrophe.

Remove the the apostrophe from the patient surname prior to completing the assessment. After the assessment the apostrophe can be put back into the surname.

Not yet resolved.

BP-970

Error populating data for HealthLink Smart forms.

Open the patient's demographics and resave.

Jade SP1

BP-947

Patient Search — Multiple word surnames causes result to disappear.

Add a comma after the surname.

Not yet resolved.

BP-796

You can no longer adjust the accept fee when adjusting a service in a manual batch from the Reconcile Direct Bill Batch screen. This action was possible in previous versions of Bp Premier.

No workaround is available yet.

Not yet resolved.

BP-761

You can no longer adjust the accept fee when adjusting a service from the Bulk Payment screen. This action was possible in previous versions of Bp Premier.

No workaround is available yet.

Jade SP1

BP-854

When importing a patient, new Audit-C items are not imported.

No workaround is available yet.

Not yet resolved.

BP-187

The multiple location work loads the selected location on the Login window into the User object. This only stores the Location in memory.

No workaround is available yet.

Not yet resolved.

DEV-7941

The accident date control is not shown when creating an account for a provider who does not have a default item number. Adding an item or performing an update of another control (e.g. entering notes, changing service date) makes the accident date control appear.

No workaround is available yet.

Not yet resolved.

DEV-10049

The Best Practice Help Library is outdated.

Select Help > Online to open the online Knowledge Base for Bp Premier.

Jade

DEV-9114

The SMS username field on the SMS Connection Information window (Setup > Configuration > SMS Messages) does not trim white space characters. This causes Test connection to display an error.

No workaround is available yet.

Not yet resolved.

DEV-9185

In the Deleted Clinical Data Utility, any Correspondence In or Out that has been deleted isn’t displayed.

No workaround is available yet.

Not yet resolved.

DEV-9745

Microsoft updates force a reboot when installing .NET features during Indigo installation; If IT have scheduled anything else during server downtime, IT cannot do this until Bp Premier upgrade or installation is complete.

No workaround is available yet.

Not yet resolved.

BP-709

Lava SP3

When reprinting any of the EPC documents (excluding Medication review), the first page of the printed report is in landscape orientation, with the rest of the report in portrait.

Open the documents and print rather than printing from EPC. Documents will be printed correctly.

Not yet resolved.

BP-891

Can't bill MBS item 30001 on a Medicare Direct Bill voucher.

No workaround is available yet.

Not yet resolved.

BP-907

MBS items 99 and 104 reconcile incorrectly when Medicare has paid the benefit for the 99 on 104. The same issue occurs when attempting to process an item 288 with other psychiatrist items (296, 306, 302, 291, 348, 352).

This issue can also occur when processing DVA batches that have the same item numbers.

No workaround is available yet.

Not yet resolved.

BP-689

Lava SP1

If a processing report is downloaded for a batch, and there is a service record in the Bp Premier database but the ClaimServiceID does not exist in the report downloaded, this service will have its Paid amount updated to its TotalFee, whether it was paid or not.

Bp Premier should correctly leave it as unpaid. The practice should confirm with Medicare whether the service was paid or not.

No workaround is available yet.

Not yet resolved.

BP-1027

Bulk Document Importer — Fatal error after changing file order for merged images.

Do not expand the display before assigning to a patient to prevent the error.

Not yet resolved.

BP-188

An error occurs when sending an eReferral or an Event Summary with an investigation result name containing the character '&'.

Exclude the test to upload the eReferral or Event Summary successfully.

Not yet resolved.

BP-702

If an appointment is booked into the first appointment slot after midnight, the appointment produces an error when opened on that day.

Do not create an appointment in the first slot after midnight.

Not yet resolved.

DEV-9025

When over 600 batches are returned when displaying Medicare claims, not all batches are displayed.

Choose a shorter date range to search for batches.

Not yet resolved.

BP-878

The Backup history in Bp Utilities does not display backup file sizes.

Print the backup history, which will print the correct information.

Not yet resolved.

DEV-9393

Lava

When searching for a drug in the Current Rx Add window, a refresh issue will occur if you misspell the medication. The window will display medications, but you cannot select one.

Spell the medication you are searching for correctly.

Not yet resolved.

DEV-9140

Reverse payment — The Credit payment to payer's account checkbox resets when you select from the Reason for Reversal dropdown.

Choose a reason for reversal before unchecking the credit check box.

Not yet resolved.

BP-134

Daily message font size not changing.

Use external software such as Microsoft Word to change font size or colour, and copy and pasted the adjusted text into the daily message window.

Not yet resolved.

DEV-5534

Word Processor — Data loss can occur when using large images.

Reduce the image height and width in the word processor before saving the document.

Not yet resolved.

DEV-3603

For Held accounts, the Multiple operations rule reduces the fee incorrectly.

1. Create an account billed to Medicare.

2. Add items 30196, 30195.

3. Hold the account.

4. Double-click on one of the items that are already reduced.

5. Add something like service text and click OK. The fee will now halve.

Not yet resolved.

DEV-7518

When the Prescriptions permission is set to 'View only', the user is unable to use the Show compliance option when viewing Rx.

Change the user's permission to 'Add/Edit/Delete'.

Not yet resolved.

DEV-7640

If a Provider who is set up for Medisecure prints stored prescriptions, Bp Premier will send all the stored prescriptions to Medisecure, regardless of the Medisecure status of the original prescriber.

Use the filtering options in the Stored Prescriptions window before printing to ensure that the user does not print prescriptions for any users who are not set up to use Medisecure.

Not yet resolved.

DEV-7686

Selecting Mark as fully paid in Online Claiming does not create any payment records for the service, and therefore the Payment reports do not match the Medicare batch reports.

Only use Mark as fully paid when Medicare has paid the batch external to the batch and the user wants to indicate that the item has been paid.

Not yet resolved.

DEV-6920

When importing an image via the Bulk Document Import Utility, the image can be rotated but will rotate back when the import window is refreshed by ticking any of the following: Inbox, Patient File, Default, Delete after importing, Add to selected image as a new page.

Tick the checkbox you want to apply before rotating the image: Inbox, Patient File, Default, Delete after importing, Add to selected image as a new page

Not yet resolved.

DEV-6152

In the Appointment Book, any slot in an extra session cannot be made unavailable if the time being made unavailable matches a slot in a session that is for the same day of week but has been set up as part of a cycle.

Modify the extra session to move the times that the user wants to make unavailable.

Not yet resolved.

DEV-7809

You may receive an error that says '… not able to access the database BPSDOCUMENTS1 under the current security context'.

Contact Best Practice Software support to request a script to fix the issue.

Not yet resolved.

DEV-7986

When adjusting the fee for a $0 custom item on a custom schedule from the Finalise Visit window, the amount entered is not retained when creating the account from the linked appointment. The item will appear as $0 in the Create Account window and the user will need to change the amount once again.

Try one or both of the following:

• Change the custom fee amount to $0.01 via Setup > Practice fees.
• Use the practice fee schedule (the fee schedule is unaffected).

Not yet resolved.

DEV-7992

Workstations running Remote Download cannot access HealthShare factsheets, HealthLink forms, or Online Help.

Bp Premier resources that require Internet connectivity cannot be accessed while the workstation is not connected to the Internet.

Not yet resolved.

DEV-8147

If a patient is bulk-billed a second visit on the same day after paying privately for the first visit (or bulk-billed the first after paying for the second), Medicare will reject the claim and say 'Benefit previously paid'. This is because a specific flag isn't set when claiming an additional service via bulk bill to indicate that the service is not a duplicate.

A possible solution is to create an additional bulk-bill account which will be recognised as '3rd visit same day'. Change the 3 to a 2 and transmit via Online claiming. This will add the required flag to indicate that the service isn't a duplicate. The received exceptions of 'Benefit has been previously paid' from the second account will need to be written off.

Not yet resolved.

DEV-8266

Duplex printing will only occur when items are sent to the Windows default printer.

Print all duplex-required printing to the Windows default printer.

Not yet resolved.

DEV-8272

When a CDA result is viewed in Document Viewer, Bp Premier may select the wrong XML file of the result to view and display the XML code instead of a readable document. The file system cannot guarantee the order of the files. The NTFS file system is supposed to order files alphabetically. However, this is not guaranteed.

This is not a common occurrence. If your practice encounters this issue, contact Best Practice Software Support for investigation.

Not yet resolved.

DEV-8323

In the Payment screen, an error appears when paying off a single invoice with two separate cheques.

Separate the cheques into multiple payments against the invoice.

Not yet resolved.

DEV-8501

Unable to have a different letterhead for each User's location.

Configure the letterhead for each letter when the location is different than the usual location or have the User profile set up for each location they work

Not yet resolved.

DEV-696

See BP-689 for more information.

If you experience this issue, contact Best Practice Software Support.

Not yet resolved.

DEV-8793

Issues may be encountered when merging users. Limited details are merged.

Contact Best Practice Software Support for more information on merging users.

Not yet resolved.

DEV-9042

See All known issues for more information.

Not yet resolved.

DEV-9299

If a long appointment is booked into a slot that has an unavailable slot before and after, the length of the long appointment cannot be reduced.

Remove one of the surrounding unavailable slots, which will allow you to edit the long appointment and reduce the length.

Not yet resolved.

DEV-9330

Medisecure — Error printing script with Medisecure app running on client.

Remove the Medisecure app from the client machine and only run from the Server

Not yet resolved.

BP-793

In the Clinical > Pregnancy list, the user list displays all users.

No workaround is available yet.

Not yet resolved.

DEV-8146

After a message is actioned from the Messages screen, Bp Premier will select the next most recent message instead of the next chronological message.

No workaround is available yet.

Not yet resolved.

DEV-8254

Information selected about 'Mobility Aid' is not displayed when printing a Health Assessment.

No workaround is available yet.

Not yet resolved.

DEV-8255

When booking an appointment in a session time slot that is longer than the default appointment length, the increments available allow you to exceed the maximum hours available in a day.

No workaround is available yet.

Not yet resolved.

DEV-8273

When importing patients, you may receive an error message 'Cannot open database BPSDocuments0 requested by login'.

No workaround is available yet.

Not yet resolved.

DEV-8744

When downloading a DVA processing report, the report will only display the total of services that have an explanation code.

No workaround is available yet.

Not yet resolved.

DEV-9282

Shortcut to underline text should be changed back to Ctrl+U.

No workaround is available yet.

Not yet resolved.

BP-885

Atomised Report values — Header falls out of alignment with the body when there are more than 340 values.

No workaround is available yet.

Not yet resolved.

BP-882

The multiple operations rule is still applied for Private fees.

No workaround is available yet.

Not yet resolved.

BP-754

When you add a patient directly to the waiting room using the "Add to waiting room" button, the list of users that is shown does not take into account what locations a provider works at, allowing the user to add patients at any location.

No workaround is available yet.

Not yet resolved.

BP-705

Unable to select a location when importing documents via the Bulk Document Import utility.

No workaround is available yet.

Not yet resolved.

BP-698