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
  1. Right-click the Time on the task Bar > Adjust Date/Time.
  2. Correct the time zone.

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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.