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
  1. Open a web page. Does it load?
    • No - you will need internet to validate IHI status.
    • Yes - close Pracsoft / Clinical and re-open.
  2. 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
  1. Open MedicalDirector Maintenance via the Desktop
  2. Maintenance Tasks > Common
  3. Network Settings
  4. Test Connection
  5. 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
  1. Open MedicalDirector Maintenance via the Desktop
  2. Select Database Tasks > Common
  3. 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.