HICAPS Troubleshoot & Error Handling in Dental4Windows

HICAPS Troubleshoot & Error Handling in Dental4Windows

Quote
HICAPS error messages, Medibank Private preferred Provider error when processing a claim.

HICAPS: Error sending CLAIM: CE: COMMS ERROR

Error


Cause

This error occurs when the HICAPS Terminal is unable to properly communicate the claim to the Health Fund.

Fix
  1. Re-Install HConnect using HICAPS Error: How to install or re-install Hconnect guide below 
  2. If re-installing Hconnect 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. 

HICAPS Error: Error sending Test: 99: Error # 91: Object variable or With block variable not set

Error


Cause

The error usually occurs if the version of two files, d4w_hconnect.dll and hconnect.ini, don't match the version of HConnect installed.

Fix
  1. Go to File Explorer
  2. Go to %server name%\CSAdmin\D4w_Strorage\CIK\Utilities [Resources]\Hconnect
  3. Copy the d4w_hconnect.dll and hconnect.ini and paste them to the D4W Install Directory (which should be) C:\d4w
  4. Click Copy and Replace if message appears stating the files already exist
  5. In the HConnect Install Directory, run HicapsConnect_1_0_3_32_R1.exe
  6. Follow the prompts to re-install HConnect

HICAPS Error: Error Sending TEST:  FC: Could not find Terminal on Network

Error


Cause

This is usually caused by D4W being unable to determine what the default HICAPS terminal is. 

Fix
  1. First check to see that the PC can see a HICAPS terminal by checking the HICAPS icon in the system tray at the bottom right of your screen.
  2. If the HICAPS icon is yellow/green, the terminal is found and you can continue onto Step 3. If it's red, there is no terminal found and you should speak with HICAPS Support to resolve.

  3. Within D4W, Go to Location Setup > General tab
  4. Group: Paths & Links
  5. Method used for HICAPS Terminal Selection: User Selected

  6. Select Go To menu > Hicaps Terminal Selection... 
  7. Select the Terminal to use and click OK

  8. You should now be able to perform HICAPS Claims

HICAPS Error: How to install or re-install Hconnect

Hconnect is the software that allows your computer to connect to your Hicaps Terminal and in turn, allows Dental4Windows/PSS to connect to the Hicaps Terminal.

Info
If you are on Dental4Windows build 5393 or higher and are using the Trinity Terminal with HICAPS V4 software, please follow the instructions found here 

Follow the steps below to Install/Re-install the Hconnect software.

  1. Browse to the Hconnect install files on \\%server name%\CSAdmin\D4w_Storage\CIK\Utilities [Resources]\HConnect
  2. Run HicapsConnect_1_0_3_32_R1.exe
  3. Click OK if the following message appears: Hicaps Connect is already installed. Otherwise, move to step 4.

    1. Click Uninstall

    2. Click No on the following message: A reboot is required to finish the un-installing

    3. When the uninstall is complete click Close

  4. Tick I accept to License Agreement and click Next

  5. Set the Destination Folder for Hconnect to be installed in or leave it as the default and click Install

  6. When the window saying "A reboot is required to finish the installation" pops up, click No

  7. Click Finish to end the installation

  8. The Hconnect icon should now appear in the bottom right task box and have found terminals connected to the computer

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

Error


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
  1. 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.
  2. If terminal is idle, right click on Hicaps Icon in bottom right task bar and click "Re-scan for terminals"   

  3. Attempt your claim again. If it gives the same error, proceed to step 4
  4. If your Hicaps has a USB connection to your computer, unplug it and plug it into another USB port on the computer.
  5. Attempt claim again. If it give the same error, proceed to step 6.
  6. 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.
  7. Attempt claim again. If it give the same error, proceed to step 8.
  8. Re-install the Hconnect software. (See link below for instructions) 
  9. Attempt the claim again. If it still gives an error, proceed to step 10.
  10. Click the start menu and search for "Hicaps". Select "Hicaps Connect Client" 

  11. Click "Terminal Test" and view the response. If the response is the same error, please contact Hicaps Support on 1300 650 852
InfoYou can find instructions on how to reinstall Hconnect software by clicking here

Medibank Private Preferred Provider Error when Processing HICAPS claim through D4W

When processing a HICAPS claim for a Medibank Private Preferred Provider patient, the correct fee must be entered into Treatment Plan/Treatment prior to the claim being processed.

If the fee entered into Treatment Plan/Treatment is higher than the fee permitted by Medibank Private, an error will appear in Dental4Windows.

This error is caused due to item 012 being claimed for $100. This doesn't equal the returned fee of $50.

Sent: 010012001111010000
Received: 010012001111005000

This will result in the claim failing in D4W. After clicking OK, the user is returned to this screen.

The Hicaps terminal returns a receipt with the approved claim.

No invoice, claim or receipt are created within D4W.

The fee/s would need to be modified in the Treatment tab, then an Invoice and Receipt need to be created manually.

To resolve this issue, the following is required.

  1. A separate fee level is required for Medibank Private Preferred Providers.
    1. Create a New Fee Level (see link below for instructions) for Medibank Private Preferred Providers would need to be created and the correct fees entered.
    2. If a feel level for Medibank Private Preferred Providers exists, the correct fees will need to be entered, see Update Fees (see link below for instructions) section
  2. The patient's Fee Level Set Patient Fee Level (see link below for instructions) would need to be set as Medibank Private Preferred Providers
  3. If the fees in Treatment Plan/Treatment are incorrect, click Treatment > Recalculate select item fee based on current Fee Level for selected items or Recalculate ALL item fees based on current Fee Level for all items not invoiced.

    • Related Articles

    • HICAPS: Terminals, Troubleshooting & Error handling in D4Web

      Connect the HICAPS Trinity terminal & download the new Hicaps Connect V4. 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 Click ...

    • HICAPS Connect V4

      Below are instructions on HICAPS: TRINITY TERMINAL connection with HICAPS Connect V4.0.0.1 software. HICAPS: TRINITY TERMINAL connection with HICAPS Connect V4.0.0.1 software Before connecting your new Hicaps Trinity Terminal, ensure Dental4Windows ...

    • NZ Dental Benefits in Dental4Windows

      Charting patients under the NZ dental benefits scheme. Charting Patients under New Zealand (NZ) Dental Benefits Scheme To ensure the correct items are used, when charting for a patient under either the Oral Health Service for Adolescents (OHSA) or ...

    • WA Government Dental Subsidy Service in D4W

      In Western Australia, subsidised emergency and general dental care for adult concession cardholders is available through public dental clinics or private dental clinics participating in the Government Subsidised Dental Health Care Scheme. Here we ...

    • National Dental Plan: Information and Prerequisites

      National Dental Plan (NDP) is Australia's only payment plan integrated with the D4W/D4Web software which pays upfront. Important Information Ensure the applicant meets the below criteria set by Humm 18 years of age or older Australian citizen or ...