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Set up Clinical, manage configuration, user records, updates, back ups and other maintenance.
eHealth
eHealth Troubleshooting Guide
Troubleshooting Individual Healthcare Identifier (IHI)

Administration
Set up Clinical, manage configuration, user records, updates, back ups and other maintenance.
- MedicalDirector Automatic Updates
- Adding your Licence Details
  After installing Clinical, or if you renew your Service-Level Agreement (SLA) with MedicalDirector, you will be required to enter your licence details.
- System Configuration
  Manage database configurations.
- Managing Practitioner and User Records
- Merge Clinical Lists
- Custom Options
  Clinical provides numerous user-definable options for tailoring the program to your requirements.
- MyMedicare Import Wizard
  Use the MyMedicare Import Wizard to update the MyMedicare status of all your Clinical and Pracsoft patients simultaneously.
- Telehealth Widget
- Adding New Widgets
  Add new widgets from the widget store.
- eHealth
- Managing Communications
  Use the Manage Communications utility to configure how Investigation Results are imported to Clinical.
- Medicare Healthcare Identifiers Service
- Medicare's Health Identifier Service and Clinical
- HESA PKI Certificates
- Backup and Restore
  The MedicalDirector Backup and Restore utilities backup and restore Clinical and Pracsoft.
- MedicalDirector Mobility
  MedicalDirector Mobility is a utility for downloading patient records to a mobile computer, allowing you to work with them off-site.
- Technical Reference
- Language Codes Reference
  Instances of 'nec' found following refer to "Not Elsewhere Classified".
- Clinical System Requirements
  This information applies to MedicalDirector Clinical 4.3.

Troubleshooting Individual Healthcare Identifier (IHI)


Symptoms	Problem retrieving IHI History
Cause	Loss of network connection during the retrieval process.
Solution	Close and re-open Clinical and validate the IHI again.


Symptoms	Error loading IHI certificates
Cause	Loss of network connection during the validation process.
Solution	Close and re-open Clinical and validate the IHI again.


Symptoms	Certificates already expired
Cause	Expired Location Certificates.
Solution	Import current certificates either; Via CD: see Requirement 1 - Integrating Healthcare Identifiers into Electronic Practice Records If your certificates were exported via the PKI Certificate Manager, please contact MedicalDirector Customer Service.


Symptoms	The IHI search exceeds the time limit of 30 seconds This may be due to a slow internet connection, please try again later
Cause	No internet connection, slow internet connection, or corrupt certificates.
Solution 1	Check internet connection Open a web page. Does it load? No - you will need internet to validate IHI status. Yes - close Pracsoft / Clinical and re-open. Validate the IHI Status again.
Solution 2	Have the correct certificates been imported? Pracsoft: Setup > Global Settings > IHI Search Clinical: Tools > Options > PKI
Solution 3	Have the certificates just been imported? Close and re-open MedicalDirector Pracsoft / Clinical
Solution 4	Check Network Connectivity Open MedicalDirector Maintenance via the Desktop Maintenance Tasks > Common Network Settings Test Connection If any errors are presented, please contact MedicalDirector Customer Service.


Symptoms	01418:(ERROR) The given name contains invalid characters. Only alpha and numeric characters, apostrophes and hyphens are acceptable. Spaces must not appear immediately before or after apostrophes and hyphens
Cause	Non-alpha-numeric characters in the patient's name.
Solution	Correct the patient's name, removing any non-alphanumeric characters.


Symptoms	Could not connect to https://www3.medicareautralia.gov.au/pcert/soap/services/. TCP error code 10060: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected....
Cause	Incorrect Proxy Settings.
Solution	Enter Correct Network Settings Open MedicalDirector Maintenance via the Desktop Select Database Tasks > Common Network Settings


Symptoms	IHI Not Found
Cause	The patient has their middle name recorded in the first name field.
Solution	Remove the middle name from the first name field and add it to the known-as field. This has been logged with MedicalDirector Development.