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Troubleshoot online claiming

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.

NOTE  In Saffron SP3 and later, Medicare certificates no longer need to be configured. The functionality provided by Medicare certificates has been replaced by Medicare Web Services.

Before you begin

Check all of the following common problems first:

  1. Does C:\ProgramData\BPOnline exist?

    2. 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.

  2. If this machine is the server, does the HIC.psi file exist in folder c:\ProgramData\BPOnline?
  3. 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.
  4. Is the correct version of Java installed:
    • Bp Medicare V6 Module requires Java 6 update 26 SE 6u26

    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.

  5. Check there a file called HicOnline-6.11-2.jar in the folder C:\ProgramData\BPOnline\Lib.
  6. Select Setup > Configuration > Online Claiming from the main Best Practice screen. Click Check Certificate Expiry to check that all certificates are current.
  7. Check that the folder C:\Program Files\Best Practice Software\BPS\Medicare Certs exists on this machine.

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:

  1. Open the Best Practice Software website www.bpsoftware.net in a browser.
  2. Select Resources > Bp Premier Downloads from the menu.
  3. Under the Utilities section, click to expand Bp Medicare V6 Module.
  4. Click Download to download the .exe file to the default Downloads folder, or right-click download and select Save link as... or Save target as... to download the file to a known location.

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\).

  1. Select Setup > Configuration > Online Claiming from the main Best Practice screen.
  2. Check that Path to certificate store points to the correct BPOnline folder.

 

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.

De-Secure Failure

The two SecureNet certificates were not imported during the Import Medicare certificates process.

  1. Select Setup > Configuration > Online Claiming from the main Best Practice screen.
  2. Click Import Medicare Certificates.
  3. Click Change folder. Browse to the folder C:\Program Files\Best Practice Software\BPS\Medicare Certs and click OK. The system should show six certificates.
  4. Double-click on each of the certificates to attach them to the system.

If the system does not show six certificates:

  1. Open the Best Practice Software website www.bpsoftware.net in a browser.
  2. Select Resources > Bp Premier Downloads from the menu.
  3. Under the Utilities section, click to expand Bp Medicare V6 Module.
  4. Click Download to download the .exe file to the default Downloads folder, or right-click download and select Save link as... or Save target as... to download the file to a known location.

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.

  1. Open the Best Practice Software website www.bpsoftware.net in a browser.
  2. Select Resources > Bp Premier Downloads from the menu.
  3. Under the Utilities section, click to expand Bp Medicare V6 Module.
  4. Click Download to download the .exe file to the default Downloads folder, or right-click download and select Save link as... or Save target as... to download the file to a known location.

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\).

  1. Select Setup > Configuration > Online Claiming from the main Best Practice screen.
  2. Check that the Path to certificate store is set correctly. If not, click the browse button and browse to the folder on the server or workstation where the certificate store is located.

Error 1011 Unable to find Java Virtual machine library

The Bp Premier Medicare module requires a specific version of Java:

  • Bp Medicare Module V6 requires Java 6 Update 26 ( version 6.0.260)

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:

  1. Open the Best Practice Software website www.bpsoftware.net in a browser.
  2. Select Resources > Bp Premier Downloads from the menu.
  3. Under the Utilities section, click to expand Bp Medicare V6 Module.
  4. Click Download to download the .exe file to the default Downloads folder, or right-click download and select Save link as... or Save target as... to download the file to a known location.

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.

  1. Open the Best Practice Software website www.bpsoftware.net in a browser.
  2. Select Resources > Bp Premier Downloads from the menu.
  3. Under the Utilities section, click to expand Bp Medicare V6 Module.
  4. Click Download to download the .exe file to the default Downloads folder, or right-click download and select Save link as... or Save target as... to download the file to a known location.

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.

  1. Select Setup > Configuration > Online Claiming from the main Best Practice screen.
  2. Click Check Certificate Expiry:
  3. If the expiry check produces an error, delete the HIC.psi store file and import the certificates into Bp Premier again.
  4. If the Check Certificate Expiry screen opens, check the expiry date for all the certificates listed.

    If the site's certificates are expired, you must contact Medicare to obtain new certificates.

    If the Medicare certificates are expired, update using the certificates provided by Best Practice Software. Follow the steps in De-Secure Failure to update the Medicare certificates.

  5. From the Medicare online disc with the site certificates, copy the RA number that appears on the disc. The RA number can also be found by viewing the site certificate details from the Check certificate expiry screen.
  6. In an Internet browser, go to https://www.certificates-australia.com.au/general/cert_search_health.sht, type the RA number into the search box, and find the name that the certificates are registered to.
  7. Check that this is the same name used when submitting paperwork to Medicare to use Bp Premier for online claiming. If not, you will need to call E-Business, ask for the Revoke and Re-Issue certificates documentation, and fill the forms to get new site certificates.

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:

  1. Open the Best Practice Software website www.bpsoftware.net in a browser.
  2. Select Resources > Bp Premier Downloads from the menu.
  3. Under the Utilities section, click to expand Bp Medicare V6 Module.
  4. Click Download to download the .exe file to the default Downloads folder, or right-click download and select Save link as... or Save target as... to download the file to a known location.

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

  1. Log into RX.
  2. Select Utilities > Practice > Accounts tabs. On the left hand bottom corner, make sure option USE HIC ONLINE is ticked.
  3. Go to Utilities > HIC online. Delete the existing data path, leave the data path blank, and save.
  4. Select Utilities > Practice > Accounts tabs. Untick Use HIC online.

Download and run Bp Premier Medicare utility

  1. Open the Best Practice Software website www.bpsoftware.net in a browser.
  2. Select Resources > Bp Premier Downloads from the menu.
  3. Under the Utilities section, click to expand Bp Medicare V6 Module.
  4. Click Download to download the .exe file to the default Downloads folder, or right-click download and select Save link as... or Save target as... to download the file to a known location.

This utility may require a reboot of the machine. This will install the BPOnline folder again and reset the environment variables.

Check system variable

  1. From the Windows desktop, press the Windows key Windows Key + R to open the Run window.
  2. From the command prompt, type 'set' and press Enter.
  3. Find the string that reads 'java_jre_dll=C:\Program Files\Java\j2re1.4.2_17\bin\client\jvm.dll' and confirm it matches the one listed in RX.

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.

Last updated 23 July 2020

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