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Support/eScriptMessenger (eSM)/eScriptMessenger Troubleshooting/**Electronic Prescribing Network Status**
**Electronic Prescribing Network Status**
Overview Friday, August 8th, 3pm - 3:40pm EDT SureScripts encountered issues with their core database which reduced the flow of messages through their system. The problem has been narrowed to a backend database issue that resulted in the blocking of transactions. During the time, the transactional throughput of the system was reduced to about one-half of its normal capacity. As a result, CSPs experienced varying degrees of connectivity to SureScripts. Some messages transmitted without issue. Other messages were accepted but then returned errors to the sender. Yet other messages were never received at SureScripts because the sender could not successfully connect. The root cause of the problem has been determined, and steps have been taken to ensure that the same conditions will not happen again. Additional monitoring has also been put into place so that we can more rapidly detect this exact database blocking issue. These alerts are automated and monitored around the clock by our staff and operational management team. The monitoring and alerts will ensure that failover to the redundant database cluster can be executed more quickly in the unlikely, but possible, event that this occurs again. SureScripts was immediately aware of the problem on Friday but was unable to pin down the exact root cause of the issue in that instant. On Friday, the failover to the redundant cluster took longer than it will if there are future recurrences Friday, August 8th, 12:02pm - 12:42pm PDT 602 Internal Error in Central - Cannot insert duplicate key row in object 'dbo.ScriptMessage' with unique index 'IX_ScriptMessage_MessageID'. The statement has been terminated. By default, messages which encounter this error are retried and most of them successfully transmit. If you click on the individual messages the status may show "Transmission successful". If so, you need do nothing; the prescription should have successfully reached the pharmacy. However, it will take some time before acknowledgements catch up. Information about this error may be found in this Support Site article: http://support.kryptiq.com/articles/show/1612
You may also receive Error 900 messages. On these, Kryptiq cannot easily confirm whether the pharmacy received the prescription. In such cases, Kryptiq recommends you call the pharmacy to confirm and/or manually fax the prescription over.
Thursday, August 7th From ~8:45PM EDT to 11:18PM EDT on 08/06, Walgreens pharmacies experienced intermittent connectivity issues. During this time, a small number of NEWRX and REFRES messages were routed to fax for delivery to the pharmacy. REFREQs were not impacted by this issue. Walgreens and RelayHealth application and network engineers resolved this issue. All electronic messages (NEWRX, REFRES, REFREQ) to/from Walgreens pharmacies are transmitting successfully at this time.
Wednesday, August 6th Walgreens and RelayHealth application and network engineers resolved this issue. All electronic messages (NEWRX, REFRES, REFREQ) to/from Walgreens pharmacies are transmitting successfully at this time.
SureScripts continues to experience intermittent connectivity issues with Walgreens pharmacies. The majority of NEWRX and REFRES messages are being delivered electronically to Walgreens pharmacies. A small number of electronic messages (NEWRX and REFRES) from prescribers to Walgreens pharmacies are being routed to fax via SureScripts Fax Services. Electronic REFREQs are transmitting successfully from Walgreens pharmacies to prescribers at this time. Walgreens and RelayHealth application and network engineers are working to resolve this issue.
Monday, August 4th From August 3rd 7:00AM EDT to today, RelayHealth pharmacy CSP, continues to experience intermittent connectivity issues with Walgreens pharmacies. NEWRX and REFRES messages are failing over to fax. REFREQ messages are going through electronically. Sunday, August 3rd from 1:00AM EDT - 7:00AM EDT Walgreens will be conducting a server upgrade. During this time all electronic transactions (NEWRX and REFRES) to Walgreens pharmacies will be routed via SureScripts Fax Services. Electronic REFREQs will not be transmitted from Walgreens pharmacies during the maintenance window. Monday, June 9 from 12:30am - 4:50am PDT From 12:30am to 4:50am PDT on Monday, June 9, Kryptiq's Central ProdA Server encountered a communication error which caused problems for NEWRX and REFRES transmitted at that time. Customer on the ProdA server should check their eSM Console under Tracking - Error Messages for any Error Parsing Message notifications. Any transactions with those errors must be manually resent. We apologize for the inconvenience. Wednesday, June 4 ~9:32 AM: From Sunday, May 25 through Saturday, May 31 at ~ 11:00PM CDT, HEB pharmacies experienced application-related issues which affected electronic REFREQ functionality. During this time, HEB pharmacies were unable to send an electronic REFREQ if no response had been received from previous REFREQ transmitted for the same prescription. Because of the issue, HEB pharmacies were faxing refill request. HEB application engineers have resolved this issue. Monday, June 2 ~10:37 AM: UPDATE: Wal-Mart has communicated to SureScripts that they have successfully implemented the fix to stop faxed refill requests each time and electronic refill request was initiated. Tuesday, May 27 ~4:08 PM: Wal-Mart has informed SureScripts that each time their pharmacy system generates an electronic Refill Request it is also generating a FAX to the prescriber location. Please communicate to your prescriber network to expect an increase in Faxed Refill requests from Wal-Mart and that Wal-Mart is diligently working on a fix to be implemented no later than Friday May 30th. Tuesday, May 8 ~9:42AM EDT to ~1:57PM EDT From ~9:42AM EDT to ~1:57PM EDT SureScripts experienced connectivity issues with Drugfair Pharmacies. eRx Network and Drugfair network and application engineers resolved the connectivity issue. All electronic messages (NEWRX, REFRES, and REFREQ) are successfully transmitting to/from Drugfair Pharmacies at this time. Sunday, May 4 9:00 PM - 12 PM PDT (Monday, May 5 12:00 AM - 3 AM EDT) Kryptiq Support will perform general maintenance in the Kryptiq data center hosting the eScriptMessenger (eSM) Central Server on Sunday May 4 from 9:00 PM to 12:00 AM PDT (Monday May 5 12:00 AM - 3:00 AM EDT). During this maintenance period, Kryptiq eSM will not be available and clinics will not able to send electronic prescriptions. Prescribers attempting to send prescriptions electronically may receive desktop flags stating the system is unavailable. The message may say "Error in Making Connection with the eSM Central : Unable to connect to the remote server" or "Internal Error in Central - An error has occurred while establishing a connection to the server.". This error message will appear on the Error Messages tab in the eSM Console as well. eSM Console Administrators may filter the error messages by the date to see a list of prescriptions that fail to send electronically during the maintenance period. Prescribers should send prescriptions by phone or fax during this maintenance period, or wait until the connectivity to the eSM Central Server is restored to send prescriptions electronically. Kryptiq Support recommends that the eSM Administrator at your clinic run all the Tests on the Testing tab in the eSM Console after the maintenance is complete. The eSM Administrator may also send test prescriptions for test patients to verify that connectivity and functionality have been restored. Please contact Kryptiq Support at 1-866-906-6300 if you need assistance, have questions or are experiencing any problems after the maintenance outage. Electronic Prescribing Network Status messages are always posted on the Kryptiq Support website at http://support.kryptiq.com/static/esm_network_status SureScripts encountered connectivity issues which affected the transmission of electronic prescriptions. During this time, you may have received error: Provide Feedback |
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