Home
Administration
Set up Clinical, manage configuration, user records, updates, back ups and other maintenance.
eHealth
eHealth Troubleshooting Guide
Troubleshooting My Health Record

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 My Health Record


Symptoms	Could not establish secure channel for SSL/TLS with authority 'b2b.ehealthvendortest.health.gov.au'
Cause	PCEHR certificate has expired.
Solution	Import the current certificate.


Symptoms	INVALID WEB SERVICE MESSAGE The web services request timestamp in the web service message is not valid. The timestamp of the request is not supplied, is incorrect, or has expired.
Cause	Server time is not on the correct time zone and is out-of-sync with Medicare.
Solution	Correct the time zone Right-click the Time on the task Bar > Adjust Date/Time. Correct the time zone. <</td>


Symptoms	Not Authorised - PCEHR_Error_0004 - Authorisation Denied
Cause	The practitioner's PCEHR registration is incomplete.
Solution	Please contact PCEHR Registration Group on 1800 723 471


Symptoms	PCEHR_ERROR_0519 - System authorisation denied
Cause	The practitioner or practice is not registered to use the PCEHR system.
Solution	Please contact PCEHR Registration Group on 1800 723 471


Symptoms	XDSRepositoryError-PCEHR_ERROR_0505 - Invalid HPI-O
Cause	The Practice's HPI-O is incorrect.
Solution	Correct the Practice HPI-O via Clinical > Tools > Options > Practice Tab


Symptoms	PCEHR_ERROR_2501 - Document not found
Cause	This message occurs when the portal has been opened by one Practice/Doctor and the Practice/Doctor that uploaded the document has deleted the document whilst the portal is still open on the viewer's end.
Solution	Close and re-open the PCEHR portal. This issue has been reported to MedicalDirector Software Development.


Symptoms	This patient either does not have an active PCEHR Record or is hidden
Cause	This patient either has; Not registered for a PCEHR record, and/or Chosen to hide their data from the Practice/Practitioner As the PCEHR system is patient-controlled the patient can choose these options.
Solution	The patient needs to setup up PCEHR or make their record available to the Practice/Practitioner


Symptoms	XDSRepositoryError-PCEHR_ERROR_0004_Authorisation denied
Cause	Any of the following: Practice is not registered for PCEHR correctly. Patient is registered but PCEHR, but their account is not activated. This can occur if the patient signed-up via phone/email/mail. Patient has blocked access to their record. Problem with the Patient's PCEHR record.
Solution	If this occurs for all patients, ensure the practice is registered. Ensure the patient has activated their PCEHR access by IVC on the eHealth website. Has the patient blocked access to the Practice? If yes, the practice will not be able to access their record. If these options do not resolve the issue, contact eHealth as there may be a problem with the patient's PCEHR activation.


Symptoms	XDSRepositoryError-PCEHR_ERROR_3002 - Document metadata failed validation
Cause	Chart number in the document is failing validation.
Solution	This has been reported to NETHA and they are currently in the process of resolving it. Once this is resolved, any documents that failed previous may then be uploaded.


Symptoms	Invalid HPI-O Number Please enter a valid HPI-O number or leave the field blank
Cause	HPI-O number is in an invalid format; valid HPI-O numbers have 16 characters, e.g. 0000 0000 0000 0000
Solution	Enter the correct HPI-O number.