Home Forums Discussions Problems Problem #2-Can't resond to electronic refills

We get the following erro:
Conversion failed when converting from a character string to a unique identifier.

I talked to AC support on Friday and they said this is an issue with Newcrop updating their servers and something going quite wrong. They were hoping to have it fixed this am but evidently not...we are having the same thing and probably most practices are.

If somebody gets the fix, please disseminate out here as I doubt AC is going to call every user who called in on Friday.

I'm still having this problem as well.....can't respond to any electronic refill requests..... I emailed support but no answer back yet as of today 5:30pm

Just talked to Tech support and they Newcrop is still having issues as of 3:00pm today

Amazing Charts 6.10 is reporting I have 8 refill requests, but none appear when I go to the refill window.

We are in 6.09 and having this issue.
I have lots of requests there that I can see, but they won't let me act on them.

Unfortunately AC advises that this is a problem at the ERX vendors side - they are apparently working on it, but AC cannot fix it on their own. For now you have to look at them and open individual charts and send new.

This may be a little bit of old news, but here is the response we got from AC support friday when we inquired about the problem:

That error you are seeing is a known bug. Newcrop (the company that processes your eRx to surescripts) is working on a fix for this. I am going to double check on Monday to see if there is any update to the status of this issue. I will hopefully have some news Monday afternoon. If there is anything that needs to be done on your end to correct this you will be notified as soon as we know. Respectfully, ClaytonClayton@AmazingCharts.com

The refill request has only the name of the pharmacy and the time it came through. There is no patient name, med, or sig.

Still not working as of today

For anyone who hasn't figured this out yet, click on "Online Services" tab on the top bar of AC, go under electronic prescribing, which will take you right to the NewCrop screen. From there you can see who is waiting for refills and refill directly from there. I'm checking this a few times per day.

I spoke with AC - newcrop is planning on having this fixed by tomorrow night......hope they are right.

This problem is still not corrected -- noon on Saturday 24th September.

Problem still not corrected, 72 refill requests, 8 PM UGH!

Hello Billfox, I followed your instruction, am in the newcrop screen and can't do anything other than "deny," what is the next step?

You have to enter the NewCrop screens from each patient's chart for which you need to approve the refills.

Details are (copied from the "How To Guide for Users" on the AC support site):

To approve a refill request:

(You must be logged on as the prescriber. Staff may not approve refill requests using the NewCrop screens.)

1. Enter the patient name in the Patient List search box at the left of the main AC window.
2. Right click on the patient name, and choose "Medications & Prescribing".
3. In the window that opens, click on the "ePrescribing" drop-down menu item at the top left of this window, and click on "Manage via NewCrop Screens".
4. The NewCrop window opens, displaying the patient's med list.
5. At the top center of this window is a line "Pharm: , Fax: , Pend:". The "Pharm" is in red if prescription(s) are waiting to be approved.
6. Click on this line, and keep clicking on the patient's name in each subsequent window that opens until you reach a screen that asks you to fill in the number of refills.
7. When you click "Accept", you are done -- with this patient.

You repeat the process for each patient on the refill list.

I have also noted that the display of refill requests in the message window of AC -- i.e.: 14 (14) -- does not change as refills are completed.

Thank you ryanjo! It works. And you are correct that the display of refill numbers doesn't change with completed refills, but increases as new refill requests come in!

Refill requests are back up and running normally now as of this morning

I found reinstalling the v6.10 helped clear the problem of the "stuck" eRx numbers last Friday. Everything is working back to "normal."

Did you reinstall 6.10 on the main computer or on all? That would be a major undertaking.

vs 6.09 is fixed as of this am in beautiful SE Missouri.

Vicki, is the eRx refill total resetting as you send in the refill requests?

Don't know John.
I don't think so.

This issue is not fixed for us (v. 6.0.9). Any suggestions from those who have this problem licked?

Does this mean that you cannot do any electronic refills ? How many show under main AC screen when you choose E-Prescribing - Prescription refills ? What errors are you getting?

The eRx refill window did not give me any errors during refills today. Two days running now!

However, the indicator or counter on the main AC window (just under the counter for the number of messages in the mailbox) shows 18 refills waiting. It never clears down to zero, even after sending all the refill requests.

The counter has had perpetual problems since implementation.

The refill counter on the main screen is, of course, stuck, which seems to be what everyone else is getting. But when I click on refills, the prescription writer is perpetually empty. There are at least no annoying error messages and all the prior defective requests are now gone. But no refill requests are populating the window.

However, if I click on the main tab under online servies --> eprescriptions to go directly to the newcrop screen, I can still see the prescription refill requests that way, and that is how I have been dealing with the problem.

Thoughts?

OK...I'm responding to my own message because I spoke too soon. My prescription writer is, in fact, working this morning. The electrons sent to fix the problem must have taken an extra day to get over the blue ridge mountains into Charlottesville! Refill counter is still stuck, but that appears to be the new normal for all.