Troubleshooting Individual Healthcare Identifier (IHI)

Table 1. Symptoms, Causes, and Solutions
Symptom Cause Solution
Problem retrieving IHI History Loss of network connection during the retrieval process. Close and re-open Clinical and validate the IHI again.
Error loading IHI certificates Loss of network connection during the validation process. Close and re-open Clinical and validate the IHI again.
Certificates already expired Expired Location Certificates. Import current certificates.

If your certificates were exported via the PKI Certificate Manager, contact MedicalDirector Customer Support.
The IHI search exceeds the time limit of 30 seconds

This may be due to a slow internet connection, please try again later

 No internet connection, slow internet connection, or corrupt certificates. Solution 1
  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: Click Setup > Global Settings > IHI Search.
  • Clinical: Click Tools > Options > PKI > .
Solution 3

Have the certificates just been imported?

Close and re-open Pracsoft / Clinical.
Solution 4
Check network connectivity.
  1. Open MedicalDirector Maintenance via the Desktop.
  2. Click Maintenance Tasks > Common > Network Settings > Test Connection.
  3. If any errors occur, contact MedicalDirector Customer Support.
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 Non-alphanumeric characters in the patient's name. Correct the patient's name, removing any non-alphanumeric characters.
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.... Incorrect Proxy Settings. Enter correct network settings
  1. Open MedicalDirector Maintenance via the Desktop.
  2. Select Database Tasks > Common > Network Settings.
IHI Not Found The patient's middle name is recorded in the First Name field. Remove the middle name from the First Name field and add it to the Known As field.