Troubleshooting My Health Record

Table 1. Symptoms, Causes, and Solutions
Symptom Cause Solution
Could not establish secure channel for SSL/TLS with authority 'b2b.ehealthvendortest.health.gov.au' PCEHR certificate has expired. Import the current certificate.
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.

 Server time is not on the correct time zone and is out-of-sync with Medicare. Correct the time zone:
  1. Right-click the Time on the Task Bar.
  2. Select Adjust Date/Time.
  3. Correct the time zone.
Not Authorised - PCEHR_Error_0004 - Authorisation Denied The practitioner's PCEHR registration is incomplete. Contact PCEHR Registration Group.
PCEHR_ERROR_0519 - System authorisation denied The practitioner or practice is not registered to use the PCEHR system. Contact PCEHR Registration Group.
XDSRepositoryError-PCEHR_ERROR_0505 - Invalid HPI-O The Practice's HPI-O is incorrect. Correct the Practice HPI-O via Tools > Options > Practice Tab.
PCEHR_ERROR_2501 - Document not found 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. Close and re-open the PCEHR portal.
This patient either does not have an active PCEHR Record or is hidden This patient either has:
  • Not registered for a PCEHR record, and/or
  • Chosen to hide their data from the practice/practitioner.
 The patient needs to setup up PCEHR or make their record available to the practice/practitioner.
XDSRepositoryError-PCEHR_ERROR_0004_Authorisation denied 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.
  • 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.
XDSRepositoryError-PCEHR_ERROR_3002 - Document metadata failed validation Chart number in the document is failing validation. 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.
Invalid HPI-O Number

Please enter a valid HPI-O number or leave the field blank

 HPI-O number is in an invalid format. Valid HPI-O numbers have 16 characters, for example, 0000 0000 0000 0000. Enter the correct HPI-O number.