instream CLAIMS Support

• The log reports a 1001 and the following “This CCD transaction cannot be sent as the ControlCCD has been set to FALSE — aborting” This indicates that the ica.ini is outdated and does not the information needed to do a request for outstanding transactions.The iCA.ini will have the following information:

[999000]
CarrierNetwork=SHN
CCDDirectory=SHN
UseCCD=Yes

To resolve the issue, replace it with the following:

[999000]
CarrierName=The Emergis Network
CarrierNetwork=iTrans
CarrierOID=2.16.840.1.113883.3.19.2.3.999000
UseCCD=No
PrimaryIP=site1.continovation.com
PrimaryPort=9650
SecondaryIP=site2.continovation.com
SecondaryPort=9650
IssuedTo=CSI ITRANS Site
IssuedBy=CSI CA

• The log reports a 1001 error and the following “Invalid ACK response” This indicates the sequence number for the claim has not been incremented or has been reset. To resolve the issue simply create a new claim with the same information. This should force the practice management software to generate a new sequence number and send the claim without issue. If the practice management software has been re-installed and the sequence number counter reset to 0 it will need to be manually incremented. To confirm please contact the instream Help Desk @1-833-58-CLAIM (833-582-5246).

• The log reports a 1001 error and the following “Acknowledgement Contained Errors” This indicates that the iCA application files have been corrupted. To resolve this issue please re-install the iCA. Because the steps needed to re-install the iCA will vary from application to application you may want to consult your vendor. 

• The log reports a 1001 error and the following “Acknowledgement Contained Errors and “Invalid Duplicate Message” This indicates the sequence number for the claim has not been incremented or has been reset. To resolve the issue simply create a new claim with the same information. This should force the practice management software to generate a new sequence number and send the claim without issue. If the practice management software has been re-installed and the sequence number counter reset to 0 the it need to be manually incremented. To confirm please contact the instream Help Desk @1-833-58-CLAIM (833-582-5246).

• The log reports a 1002. The iCA was not able to establish a connection with the remote site during the specified time frame. If using a dial-up connection increase the timeout period. 

• A 1011 “Invalid remote certificate” is due to using an outdated version of DartCertificate.dll. To address the issue replace and re-register the DartCertificate dll.

• This means the iCA could not locate a valid digital certificate with the 9 digit provider id and 4 character office id that was in the transaction.

• Confirm that the health care providers certificate is installed. You can consult our instream CLAIMS Frequently Asked Questions section for how to locate, where to install and how to install your digital certificate.

• Confirm that the practice management software has the correct provider information (provider ID and Office ID). You can consult your instream Digital Certificate instruction sheet to confirm what is in your certificate. Should you believe that your certificate was generated with the wrong provider or office id please contact the instream Support Desk@1-833-58-CLAIM (833-582-5246).

• Confirm that the user account(s) that launched the iCA (iCA.exe, iCAService.exe or practice management software in the case of having integrated the API) is one that has the certificates installed

• Confirm that the date on the workstation is correct.

• Confirm the certificate hasn’t expired. You can consult our instream CLAIMS Frequently Asked Questions section and select “How do I know if my digital certificate is installed and still valid?” for steps on how to locate your digital certificate, confirm if its valid and remove any duplicates.

• “1024” is generated by the iCA for a missing or incomplete provider profile in the instream Database
• Another potential source can be due to missing root and intermediate certificates.
• “Circuit reset – 1024” can mean the client certificate was rejected by instream and could indicate an issue with our certificate system
• “Circuit reset – 1024” can also mean that the Dental Provider’s certificate exists more than once in the Windows Certificate store.

• This is generally a communications issue caused by a 3rd party application that is filtering communications and preventing the ica from sending a claim ie Antivirus/Firewall/ “Internet Security” software. You can consult our instream CLAIMS Frequently Asked Questions section for details on what you need to have in your firewall.

• Confirm that the iCA.ini has the following information for all the carriers
  IssuedTo=CSI ITRANS Site
  IssuedBy=CSI CA

• When you receive the iCA 1025 Error Code, you may also receive the Dart 10061 Error Code. The Dart 10061 Error Code means: Host Has Refused Connection. If you are seeing these 2 errors together and possibly 1042′s and 1045′s, all these symptoms together indicate a stability issue with the internet connection.

• This error indicates the ica.ini does not have a listing for the carrier the claim is destined for. Consult the CDA’s Network & Insurance Carriers listing to confirm that the carrier ID being submitted is valid. If the carrier appears in the CDA’s Network & Insurance Carriers listing please download the latest version of the iCA.ini from our instream Claims Downloads section.

• If you have the latest version of the iCA.ini and confirmed that the carrier appears in the CDA’s Network & Insurance Carriers listing please contact the instream Help Desk @1-833-58-CLAIM (833-582-5246).

• The iCA.log reports “Send Transaction request had no data — aborting” and then eventually “An error was received: 1033″. This is due to the iCA receiving a blank payload. Either the practice management software sent a payload with nothing in it or the location where the payload was dropped is full and as a result the payload file was created but nothing could be put in it.

• The dental claim is not a valid CDAnet request. See the log for details as to whether the problem is transaction length, version, provider, office or payor related.

• This is indicates the acknowledgement timed out. The message was sent to the remote site but not acknowledged within the specified time frame. This is generally a symptom of a communications issue. Confirm that there is no 3rd party application inhibiting communications and that your internet connection is functioning properly.

• The message was sent and acknowledged but no message response came back from the host’s server. This is generally a symptom of a communications issue. Confirm that there is no 3rd party application inhibiting communications and that your internet connection is functioning properly.

• This indicates that the iCA has received a message, but is unable to send the message. This is generally a result of either missing template (*.tmp) files in the iCA directory or communications issue

• First verify connectivity by opening a telnet session to the following destination:
  “site1.continovation.com 9650″ , if you receive a blank screen you have connectivity.
  If you receive, “Connecting To site1.continovation.com…Could not open connection to the host, on port 9650″ you will need to open investigate what piece of software or hardware is blocking the flow of traffic

• Confirm that SPI (Stateful Packet Inspection) is not enabled in your router.

• Verify that the iCA directory has the following template files location within it: “msg.tmp” and “ack.tmp”

• Should the practice management software be using the iCA API make sure that the shortcut used to launch the software has the “Start in” value populated and with the correct value.

• Should this error be occurring only for a specific provider, it is possible that their instream CLAIM Service has expired, or has been disconnected, please contact the instream Helpdesk@1-833-58-CLAIM (833-582-5246) to confirm if this is the case.

10022

• The iCA.log reports “Received Dart Error : 10022 An error was received: 999″ This is as a result of a 3rd party applications filtering communications (ie Norton Internet Security)
• You can consult our instream Claims Frequently Asked Questions section for details on what you need to have in your firewall.

11004

• This issue can have various sources please try sending a claim after each troubleshooting step below.
• Reboot the machine that is responsible for sending out the claims.
• Clear the SSL Cache in the internet explorer, for instructions on how to do so please see our instream CLAIMS Frequently Asked Questions.
• Re-install the digital certificate for the provider in question.
• Ensure that any 3rd party application that may monitor and prevent traffic is not preventing communications. You can consult our instream CLAIMS Frequently Asked Questions section for details on what you need to have in your firewall.
• If the above does not resolve your issue please complete a fresh installation of the iCA. You can contact your vendor to assist you in re-installing the iCA. Lastly you can find a generic procedure on how to re-install the iCA in our instream CLAIMS Frequently Asked Questions section.

12020

• This issue can have various sources please try sending a claim after each troubleshooting step below
• Reboot the machine that is responsible for sending out the claims.
• Clear the SSL Cache in the internet explorer, for instructions on how to do so please see our instream CLAIMS Frequently Asked Questions section.
• Remove and re-install the digital certificate for the provider in question.
• Should you be experiencing the following error when installing your digital certificate “0x8007000D Could not import certificate” this indicates that the certificate was not properly imported and as a result you will not be able to use the Claim Service. The instream Support Desk has developed a procedure to address this issue, please contact them for more information at 1-833-58-CLAIM (833-582-5246).

10030

• This issue stems from either a software or hardware traffic filtering device preventing the iCA from communicating with the outside world.
• To date, every instance of this issue has been traced to software firewalls, once disabled or properly configured the iCA will regain connectivity.

The iCAService INI file location was not set correctly

The iCAService is “ignoring” payloads and the application log of the windows event viewer reports “The iCAService INI file location was not set correctly” in an iCAService message.

This is due to the location being changed of where the iCA files where located from when its dlls where registered and the service added.

• Close the iCAService.
• Close the event viewer.
• Close any open copy of the iCA.
• Open a command prompt (should this be a vista or server 2008 machine you must launch the command prompt with the “run as an administrator” option).
• Remove the Service with the following command “sc delete icaservice”.
• Unregister the iCAcontrol.dll with the following command “regsvr32 /u {Drive Name}:where_the_ica_was_installedicacontrol.dll”.
• Unregister the iCAServiceControl.ocx with the following command “regsvr32 /u {Drive Name}:where_the_ica_was_installediCAServiceControl.ocx”.
• Re-install the iCA.
• Re-configure the iCAService.
• Re-launch the iCAService.