Troubleshooting Guide - ePrescribe

Owned by Joseph Hernandez
Last updated: Nov 08, 2024
4 min read
Sunwave Update 11/07/2024

Common issues can be resolved by going to https://help.drfirst.com/hc/en-us and using the search feature. Below are a list of some common Dr.First issues and how to resolve them. Many may require Sunwave Support intervention.

 

Primary Contact -

Scott Pelan

Account Manager

spelan@drfirst.com

 

 

Error (not_permitted) This login does not have permission to use this function.

ePrescribe 2 setup requires update to API settings on Dr.First/Rcopia side.

Contact Sunwave Support for assistance.

Please see the following request for a update to practice set up. Please enable the send_prescription API. Please update vendor permissions with send_Rx set to yes AND set DischargeRx module to "Yes, Full"

 

Error Code 202-02-9999

After further investigation, we found the error was related to some additional spaces in the practice location name from where the prescriptions were sent from

Contact Sunwave Support for assistance.

 

Error Code 202-07-2121

Passphrase and/or Token PIN failed. Has the provider obtained a new phone recently or do they have any special characters in their passphrase?
 
They can test their EPCS credentials at this site:  EPCS Gold Invite Consume

 

Fix is to copy Sunwave username as is and place as Rcopia External ID. This is both case sensitive and has a forty(40) character limit.

 

Fix is to create the location in Rcopia and link to user.

Contact Sunwave Support for assistance.

 

This is normally caused because the Vendor Account password is invalid. Reset the vendor account password and update within Managed Realms. Contact Sunwave Support for assistance.

 

Fix is to link user to service location in Rcopia. Contact Sunwave Support for assistance.

Step 1-

 

Step 2-

 

Details - This occurs if they are on ePrescribe 2 but their location is missing a "Discharge Module=Yes,Full" flag.


Contact Sunwave Support for assistance. Fix is to open ticket with Dr.First to update location flags on account. Please include this message in your ticket:

"Please see the following request for a update of the practice set up. Please enable the send_prescription API. Please update vendor permissions with send_Rx set to yes AND set DischargeRx module to "Yes, Full"

 

FYI for all the issues we are having about providers now not being able to send controlled substances -
If the Practice Location has an invalid fax (repeating digits) it can cause a break between the SureScripts verification. 

Response from Dr. First w/ example

 

Here are the instructions on how to get past the Widget error - 

Step 1 - Go into Utilities

Step 2- Click on Signature Capture

Step 3 - Update Signature.

Per Dr.First:

Our products only work within the continental US. If the provider needs to prescribe while out of the country, you can recommend they get a VPN to access US Servers with.

 

In order to complete the LAC process it is highly recommended to have the provider and admin on the call because of the time sensitivity of the token device.

A couple things to cause error:

  • Note Clicking the Active option in the Provider Selection

  • Signing Password is invalid - Have the provider check that they can login on this website - EPCS Gold Invite Consume

    • If the provider can't, have them reset the password by clicking Forgot Password

  • Not updating the OTP Token Pin

    • The pin resets every 30 seconds. Authorize must be submitted before the expiration of the PIN.

  • Browser issue