HICAPS: Terminals, Troubleshooting & Error handling in D4Web

HICAPS: Terminals, Troubleshooting & Error handling in D4Web

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Connect the HICAPS Trinity terminal & download the new Hicaps Connect V4. 
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HICAPS Connect V4 is only compatible with Windows 10 and up

Contact HICAPS directly regarding the Trinity terminal

Find HICAPS Terminal on Network

To find your terminal
  1. Click the hamburger menu > Hicaps terminal Selection

  2. Follow the instructions in the 'Select HICAPS Terminal' window to confirm the terminal ID
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  3. Click OK

Locate the HICAPS Trinity Terminal

Once the HICAPS Trinity Terminal has been installed, your system must be able to locate the terminal
  1. Right click on the HICAPS icon in the Windows taskbar 
    1. Select Configure
    2. In the ‘HICAPS Connect Service Setup’ window, check for correct HICAPS Connect build
    3. Click Close
  2. Right click on the HICAPS icon in the Windows taskbar
    1. Select Re-scan for HICAPS Terminals
    2. Terminal should be found, and icon in the taskbar will change from red to yellow
      Alert
      If the icon does not change colour, please contact HICAPS

Link D4Web to HICAPS Connect V4

Once the HICAPS Trinity Terminal has been installed and your system has located the terminal you are able to link D4Web to HICAPS connect V4.
  1. In D4Web:
    1. Click the hamburger menu 
    2. Download HICAPS Connect V4
  2. Open the downloaded file
    1. Some PCs may encounter this warning: If this is the case, please do the following:
    2. Click on More Info
    3. In the 2nd window, click Run Anyway
    4. Tick "I Accept" box
    5. Follow the prompts


    6. A reboot is required for the new setup to take affect

HICAPS Claiming Errors & Troubleshooting

Could not find Terminal on Network

Error: Could not find the terminal
Cause: This error is usually caused by D4Web being unable to determine the default Hicaps terminal selected in the HConnect software
Fix: Follow the 'Find HICAPS terminal on Network' instructions above

Error sending CLAIM

Error: CE: COMMS ERROR
Cause: This error occurs when the HICAPS Terminal is unable to properly communicate the claim to the Health Fund 
Fix: Check Instructions above to locate / link
If re-installing doesn't work, we recommend you speak with HICAPS Support on 1300 650 852 as there appears to be an issue with the terminal communicating with the Health Fund.

Error sending TEST: HC: Serial Device is in use, and will not open

Error: Serial device is in use, and will not open
Cause: This error is usually caused by the Hicaps terminal either being in use already or the computer thinking it's still in use.
Fix: Ensure no one else is using the Hicaps terminal and, if they are, wait for them to finish their claim and then try your claim again.
  1. However If terminal is idle, right click on Hicaps Icon in bottom right task bar and click "Re-scan for terminals" 
  2. Attempt your claim again. If it gives the same error, proceed:
    1.  If your Hicaps has a USB connection to your computer, unplug it and plug it into another USB port on the computer.
  3. Attempt claim again. If it give the same error, proceed:
    1. Reset the Hicaps terminal. If you do not know how to do this, please contact Hicaps support on 1300 650 852 and they will explain how.
  4. Attempt claim again. If it give the same error, proceed:
    1. Re-install the software.
  5. Attempt the claim again. If it still gives an error, proceed:
    1. Click the start menu and search for "Hicaps". Select "Hicaps Connect Client" 
    2. Click "Terminal Test" and view the response. If the response is the same error, please contact Hicaps Support on 1300 650 852. 

Error sending Medicare Easyclaim. Check Hicaps Connection

Error: Error sending Medicare Easyclaim. Check HICAPS Connection
Cause: This error is most often caused by a space being in the Member ID field of the patient insurance. 
Fix: Check for any spaces at the beginning, middle and end of the member ID, by simply removing the space will fix the error.

Insurance Claim Button is Missing

Issue: When creating a new claim from Treatment page, the relevant claim button is missing
Cause: The most common reason is due to the patient not having their Insurance details entered.
Alternatively, if using HICAPS, the issue can be the Insurance Fund isn't setup to claim via HICAPS. 
Fix: Setup the patient file for insurance claims

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