If you are having trouble connecting and sending requests to Medicare online, Best Practice Software recommend that you contact your IT technician and work through the following possible errors and resolutions. If issues still exist, contact Best Practice support for further assistance.
Before you begin
Check all of the following common problems first:
- Does C:\ProgramData\BPOnline exist?
- If this machine is the server, does the HIC.psi file exist in folder c:\ProgramData\BPOnline?
- Check Help > About > System Info. The variables at the bottom of the page must point to C:\ProgramData\BPOnline and not the old HIC folder.
- Is the correct version of Java installed:
- Bp Medicare V6 Module requires Java 6 update 26 SE 6u26
- Check there a file called HicOnline-6.11-2.jar in the folder C:\ProgramData\BPOnline\Lib.
- Select Setup > Configuration > Online Claiming from the main Best Practice screen. Click Check Certificate Expiry to check that all certificates are current.
- Check that the folder C:\Program Files\Best Practice Software\BPS\Medicare Certs exists on this machine.
If not, download and run the Bp Medicare Module utility for your version of Bp Premier. Steps are described in the first troubleshooting entry in the table below.
NOTE How to check the Java version depends on your Windows version. On Windows 8 and later, go to Start > Apps > Java > About Java. On earlier versions, go to Control Panel > Programs > Java.
Troubleshooting online claiming
Error Message | Issues and resolutions |
---|---|
Certificate Path could not be created | The BPOnline folder does not exist. To check, browse to the C: drive of the PC and look for the folder c:\ProgramData\BPOnline. If it does not exist:
Run the utility. This may require a reboot of the machine. |
| The passphrase you have entered is not correct. Ensure that you are typing the PIC code from the letter you received from Medicare with your certificates. |
Site Certificate could not be attached | The passphrase that was entered into Best Practice does not match the certificates. Check that the Medicare Disc has the same number as the PIC code document. |
| The site certificates are not for this practice or they are expired. |
PKI Certificate path could not be found | The configuration setting Path to certificate store on this workstation is not pointing to the BPOnline folder on the PC that MAOL was configured on first (\\server\BPOnline\).
|
| The BPOnline folder on the PC where the certificate store is does not have sufficient permissions, or is not set to shared. On the PC, check that the BPOnline folder is shared and that 'everyone' has full access to this folder. |
| Check the practice location is the first one in the database. |
The two SecureNet certificates were not imported during the Import Medicare certificates process.
If the system does not show six certificates:
Run the utility, which may require a reboot of the machine. This will place the six certificates needed into the Medicare Certs folder so you can import them again following the steps above. | |
Error 1014 Unable to Locate the EasyClaim PKI Class | The local machine environment variables are not set correctly.
Run the utility, which may require a reboot of the machine. This will set the variables required to point to Bp Premier. |
| The Path to certificate store on this workstation is not pointing to the BPOnline folder on the PC that MAOL was configured on first (\\server\BPOnline\).
|
Error 1011 Unable to find Java Virtual machine library | The Bp Premier Medicare module requires a specific version of Java:
Browse to the folder C:\Program Files (x86)\Java folder and check if there is a folder called or JRE6. If the folder does not exist:
Run the utility and check the Java version again. If it is still incorrect, you may need to contact your IT support, because your user account may not have permission to install new software on your PC. |
Error 9011 The software product used to create the transaction is not certified for this function. Contact the Medicare Australia eBusiness Service Centre for further assistance. | The local machine variables are not set correctly.
Run the utility, which may require a reboot of the machine. This will set the variables required to point to Bp Premier. |
A problem has been encountered accessing PKI services. Ensure that the Medicare Australia and site certificates have been imported and they have not passed their expiry date. | Check that the practice has the correct Minor ID (Site ID) in the Online claiming screen. |
| Most likely that the email address on the Medicare Certs is HIC rather than MedicareAust. Delete the Medicare certs and import them again from the BPS\MedicareCerts folder |
| The wrong passphrase has been entered into Bp Premier, the certificates may be expired, or a change of practice name has caused a mismatch between the name on the site certificates and the name registered with Medicare.
|
Error 9111 If createCryptoStore - a PSI Store already exists in the nominated folder or A problem has been encountered using PKI services. Repeating the function call should be successful | Check the permissions for the c:\ProgramData\BPOnline folder on the PC. Check that the file HIC.psi exists in this folder and also has the correct permissions. Check that the folder is shared and that 'everyone' has full control of this folder and the subfolders and files. |
| Can also be an issue with the wrong Medicare Certificates. Check the email address. If address is 'HIC', the wrong certificates are imported. Check that the certificates in the folder C:\Program Files\Best Practice Software\BPS\MedicareCerts are the latest. If not, run the utility BP_MedicareCerts.exe. |
Error 9422 Clinical condition information missing or incomplete | The BPOnline folder on this machine does not have the correct files in the Lib folder or the path is pointing to the wrong path. Check the BPOnline folder to see if the file HicOnline-6.11-2.jar is there. If the file is not there:
Run the utility, which may require a reboot of the machine. The BPOnline folder and variables will be updated. |
No Business Object for current user exists for the supplied session ID | The Medicare system variables aren't pointing to the correct path and an incorrect version of Java is installed. Disable RX HIC online
Download and run Bp Premier Medicare utility
This utility may require a reboot of the machine. This will install the BPOnline folder again and reset the environment variables. Check system variable
|
The HCL Certificate used to sign the transmission is not the Certificate currently registered against the Location ID | This means that the Medicare location certificate that has been imported is not registered for Online claiming. Contact Medicare to confirm that you have the correct certificate for your practice. |