Electronic Prescription Failure

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Electronic Prescription Failure #64616 03/10/2015 3:10 PM
Joined: Jul 2010 Posts: 869 Marty_PA OP Member
OP Marty_PA Member Joined: Jul 2010 Posts: 869	Anyone else getting the following error: Electronic Prescription Failure " Index was outside the bounds of the array."? This is the second day this has happened. Doesn't happen on every prescription but has happened 20 times in 2 days (4 since this morning). I contacted technical support and they were going to look into it but haven't heard back. Curious if anyone else is having this issue? Marty Physician Assistant Fullerton, CA

Re: Electronic Prescription Failure Marty_PA #64624 03/10/2015 7:34 PM
Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine Bert Member
Bert Member Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine	You haven't heard back? That's unusual. I Googled it and saw it somewhere on the board, but didn't look into it too much. Try calling Surescripts support at 1-866-797-3239 and see if they can help. NewCrop is 888-236-1013. Bert Pediatrics Brewer, Maine

Re: Electronic Prescription Failure Marty_PA #64658 03/12/2015 1:52 PM
Joined: Aug 2009 Posts: 40 Ohio endo1 Member
endo1 Member Joined: Aug 2009 Posts: 40 Ohio	Happening to us as well for the last two days. Same error message. One if by gland, two if by A1C...

Re: Electronic Prescription Failure Marty_PA #64680 03/13/2015 4:52 PM
Joined: Jul 2010 Posts: 869 Marty_PA OP Member
OP Marty_PA Member Joined: Jul 2010 Posts: 869	I was contacted by tech support and they suggested I run the database tuner. It seems to only be happening on refill requests. Will run the tuner after work today and hope that fixes it. Marty Physician Assistant Fullerton, CA

Re: Electronic Prescription Failure Marty_PA #64681 03/13/2015 5:34 PM
Joined: Oct 2011 Posts: 310 Findlay, Ohio todd Member
todd Member Joined: Oct 2011 Posts: 310 Findlay, Ohio	This happened for me bad 3 days ago, but now only 2 times today...very sporadic..both local and express scripts Todd A. Leslie, D.O.

Re: Electronic Prescription Failure Marty_PA #64682 03/13/2015 5:36 PM
Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine Bert Member
Bert Member Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine	Has anyone tried calling NewCrop and SureScripts? Instead of running the database tuner. Bert Pediatrics Brewer, Maine

Re: Electronic Prescription Failure Marty_PA #64683 03/13/2015 5:52 PM
Joined: Oct 2011 Posts: 310 Findlay, Ohio todd Member
todd Member Joined: Oct 2011 Posts: 310 Findlay, Ohio	Derek from AC was working on this Wednesday with an open ticket at Newcrop....never heard what happened, but he said that there were others just like me having the same problems... Todd A. Leslie, D.O.

Re: Electronic Prescription Failure Marty_PA #64684 03/13/2015 7:23 PM
Joined: Jul 2010 Posts: 869 Marty_PA OP Member
OP Marty_PA Member Joined: Jul 2010 Posts: 869	Todd, What version of AC are you using? Marty Physician Assistant Fullerton, CA

Re: Electronic Prescription Failure Bert #64740 03/16/2015 4:18 PM
Joined: Aug 2009 Posts: 40 Ohio endo1 Member
endo1 Member Joined: Aug 2009 Posts: 40 Ohio	We called and they told us to call our vender. We have a call in to AC support. At our practice the two docs scripts are going through but the PA and NP scripts are not? One if by gland, two if by A1C...

Re: Electronic Prescription Failure Marty_PA #64741 03/16/2015 4:20 PM
Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine Bert Member
Bert Member Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine	Do all four of you have licenses via AC? Of course, you don't have to answer that here if you don't want to. Bert Pediatrics Brewer, Maine

Re: Electronic Prescription Failure Bert #64743 03/16/2015 5:37 PM
Joined: Feb 2011 Posts: 1,023 Likes: 5 Cumberland, Md DocGene Member
DocGene Member Joined: Feb 2011 Posts: 1,023 Likes: 5 Cumberland, Md	Hi everyone, 3 failures last Monday, 3 more today...No pattern with error message or pharmacy... Maybe the eRx doesn't like Mondays either! Gene Gene Nallin MD solo family practice with one PA Cumberland, Md

Re: Electronic Prescription Failure Marty_PA #64744 03/16/2015 5:56 PM
Joined: Jul 2010 Posts: 869 Marty_PA OP Member
OP Marty_PA Member Joined: Jul 2010 Posts: 869	I seem to only have failures with renewals, I've had 8 so far today. Marty Physician Assistant Fullerton, CA

Re: Electronic Prescription Failure Bert #64747 03/17/2015 10:13 AM
Joined: Aug 2009 Posts: 40 Ohio endo1 Member
endo1 Member Joined: Aug 2009 Posts: 40 Ohio	Yes, we have four licenses. Our failures only occur with electronic renewals. All providers can write scripts during patient visits. When an electronic renewal fails we get a red message back "Index was outside the bounds of the array." Same as Marty's message above. One if by gland, two if by A1C...

Re: Electronic Prescription Failure Marty_PA #64748 03/17/2015 10:23 AM
Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine Bert Member
Bert Member Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine	Could your MAs do the renewals under your name? I guess some people would worry about that. We wouldn't, but we aren't other practices. Bert Pediatrics Brewer, Maine

Re: Electronic Prescription Failure Marty_PA #64749 03/17/2015 10:24 AM
Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine Bert Member
Bert Member Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine	Also, are you only going through AC support? Have you called New Crop and Sure Scripts? I have also Googled the error, and it is a known error but mainly a Microsoft error, which doesn't seem to apply, but you could look. Bert Pediatrics Brewer, Maine

Re: Electronic Prescription Failure Bert #64750 03/17/2015 10:43 AM
Joined: Aug 2009 Posts: 40 Ohio endo1 Member
endo1 Member Joined: Aug 2009 Posts: 40 Ohio	We called New Crop and Sure Scripts and they told us to call our vender so we called AC support. What I meant by "all providers can write script during patient visits" I was referring to our two docs, PA and NP. We do not have MAs fill renewals, sorry if this was unclear. One if by gland, two if by A1C...

Re: Electronic Prescription Failure Marty_PA #64751 03/17/2015 10:48 AM
Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine Bert Member
Bert Member Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine	Sorry, I forgot. Originally Posted by endo1 At our practice the two docs scripts are going through but the PA and NP scripts are not? Is it possible to just have your PA or NP, log out and log in under your account and do the renewals? Bert Pediatrics Brewer, Maine

Re: Electronic Prescription Failure Bert #64752 03/17/2015 11:09 AM
Joined: Aug 2009 Posts: 40 Ohio endo1 Member
endo1 Member Joined: Aug 2009 Posts: 40 Ohio	I will have to look into that, thanks One if by gland, two if by A1C...

Re: Electronic Prescription Failure Marty_PA #64757 03/17/2015 2:36 PM
Joined: Jul 2010 Posts: 869 Marty_PA OP Member
OP Marty_PA Member Joined: Jul 2010 Posts: 869	FYI - running the database tuner didn't do anything. Continuing to get the same errors. Marty Physician Assistant Fullerton, CA

Re: Electronic Prescription Failure Marty_PA #64758 03/17/2015 3:14 PM
Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine Bert Member
Bert Member Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine	I didn't think it would. But, if anything were going to help, it would be the Amazing Utilities stuff. Bert Pediatrics Brewer, Maine

Re: Electronic Prescription Failure Marty_PA #64975 03/31/2015 3:41 PM
Joined: Jul 2010 Posts: 869 Marty_PA OP Member
OP Marty_PA Member Joined: Jul 2010 Posts: 869	Newcrop has fixed the problem I was having and as of today, everything is working great! Marty Physician Assistant Fullerton, CA

Re: Electronic Prescription Failure Bert #64979 03/31/2015 4:21 PM
Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine Bert Member
Bert Member Joined: Sep 2003 Posts: 12,874 Likes: 34 Maine	Originally Posted by Bert Also, are you only going through AC support? Have you called New Crop.... I had to brag a little... Bert Pediatrics Brewer, Maine

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