ITRANS Support Error Codes
iCA Error Codes
Click the Error Code for more information

1001

Post 3.0.0.0 Windows iCA

  • “The process cannot access the file ‘{Drive Name}:\ica.log’ because it is being used by another process. – 1001″
    • This is generally a communication issue caused by multiple iCAs running at the same time and attempting to access the same log file
    • The issue may be resolved by running the task manager as administrator to make sure that only one iCA instance is running.
    • If no additional iCA running on the current computer, the same thing should be checked on all other computers in the office.

     

  • “The credentials supplied to the package were not recognized – 1001”
    • The vast majority of the time this issue is due to a corrupted certificate. The most common source of a corrupted cert is due to an administrator forcibly changing a password on a user account which scrambles all encrypted data in the profile (certificates being some of that data).A less common source of this issue is due to Microsoft updates.
    -Remove the certificates issued by CSI CA or CanDentASSoc and re-install them
    -Close and re-open the iCA.
    -Attempt to send a transaction.

     

  • “Unable to read data from the transport connection: An existing connection was forcibly closed by the remote host. – 1001”
    • This is usually occurs in very wide networks where security is handled via multiple network devices.
    • The issue may resolved by analyzing all network devices, one by one, to determine which is filtering the iCA traffic.

     

  • “The parameter is incorrect. – 1001”
    • This is generally a communications issue caused by a 3rd party application that is filtering communications and preventing the ica from writting the output file ie Antivirus/Firewall/ “Internet Security” software
    • Running the iCA as admin may fix the issue
    • Office IT should add iCA to the security software whitelist
  • The log reports a 1001 error and the following “Could Not locate template files — aborting”
  • This indicates that one or both templates files(ack.tmp and msg.tmp) are missing. The issue can be resolved by re-installing the iCA or by copying the missing template file(s) from the archive into the iCA directory.

1002

  • This is generally a communications issue caused by a 3rd party application that is filtering communications and preventing the ica from sending a claim ie Antivirus/Firewall/ “Internet Security” software. An outbound tcp connection on port 9660 to site1.continovation.com and site2.continovation.com needs to be allowed.

–>The connection can be tested by running the following command using the cmd: telnet site1.continovation.com 9660 and telnet site2.continovation.com 9660

1011

  • Pre 3.0.0.0 Windows iCA
    • A 1011 “Invalid remote certificate” is due to using an outdated version of DartCertificate.dll. To address the issue replace and re-register the DartCertificate dll.
  • Post 3.0.0.0 Windows iCA
    • The connection could not authenticate the remote certificate CSI ITRANS Site – the transaction has been aborted – 1011″ – The message may indicate an outdated ini file in some cases
    • “The connection could not authenticate the remote certificate BITRANSSiteSHA256 – the transaction has been aborted – 1011” is also due to not having the CDA’s CanDentAssocROOTCA SHA256 certificate in the trusted root store. The CDA root cert can be downloaded manually by following the instructions below:
-Click on the CDA ROOT CERT link from the ITRANS website (Support–>Downloads and Links)
-Click on “open” in the dialog box that appears.
-Click on “Install Certificate”.
-Click on “Next”.
-Click Browse, locate the certificate that you saved previously and click the next button again.
-Click the “Place all certificates in the following store” radio button and then click the browse button.
-Check “Show physical stores” on the popup form and select “Local Computer” under “Trusted Root Certification Authorities”. Click OK.
-Click next and then click finish to start the import.

1013

  • This means the iCA could not locate a valid digital certificate with the 9 digit provider id and 4 character office id that was in the transaction.
  • Confirm that the practice management software has the correct provider information (provider ID and Office ID). You can consult your ITRANS Digital Certificate instruction sheet to confirm what is in your certificate. Should you believe that your certificate was generated with the wrong provider or office id please contact the ITRANS Support Desk@1-866-788-1212
  • Confirm that the user account(s) that launched the iCA (iCA.exe, iCAService.exe or practice management software in the case of having integrated the API) is one that has the certificates installed.
  • Confirm that the date on the workstation is correct.
  • Confirm the certificate hasn’t expired.

1024

Post 3.0.3.0 Windows iCA
Error Messge: “Circuit reset – 1024”

  • Error 1024 is generated by the iCA for a missing or incomplete provider profile in DB
  • Making sure that the dentist subscribes to CDAnet and ITRANS will resolve the issue
  • Dentists can subscribe to the service by signing in into his CDA website services.cda-adc.ca
    Dentist Login > click My Account > click MY SUBSCRIPTIONS

1025

  • This is generally a communications issue caused by a 3rd party application that is filtering communications and preventing the ica from sending a claim ie Antivirus/Firewall/ “Internet Security” software.
  • When you receive the iCA 1025 Error Code, you may also receive the Dart 10061 Error Code. The Dart 10061 Error Code means: Host Has Refused Connection. If you are seeing these 2 errors together and possibly 1042’s and 1045’s, all these symptoms together indicate a stability issue with the internet connection.

1026

  • Update to the latest version of the iCA if the windows version is in use
  • If the java iCA is in use make sure you have the correct Carrier ID and that you are using the latest iCA.ini

1034

The iCA.log reports “Send Transaction request had no data — aborting” and then eventually “An error was received: 1034”. This is due to the iCA receiving a blank or incorrectly formatted payload. Either the practice management software sent a payload with nothing in it or the location where the payload was dropped is full and as a result the payload file was created but nothing could be put in it.

1041

This is indicates the acknowledgement timed out. The message was sent to the remote site but not acknowledged within the specified time frame. This is generally a symptom of a communications issue. Confirm that there is no 3rd party application inhibiting communications and that your internet connection is functioning properly.

1042

This is indicates the acknowledgement timed out. The message was sent to the remote site but not acknowledged within the specified time frame. This is generally a symptom of a communications issue. Confirm that there is no 3rd party application inhibiting communications and that your internet connection is functioning properly.

1045

  • This indicates that the iCA has received a message, but is unable to send the message. This is generally a result of either missing template (*.tmp) files in the iCA directory or communications issue.
  • First verify connectivity by opening a telnet session to the following destination:
    “site1.continovation.com 9660” , if you receive a blank screen you have connectivity.
    If you receive, “Connecting To site1.continovation.com…Could not open connection to the host, on port 9660” you will need to open investigate what piece of software or hardware is blocking the flow of traffic.
  • Confirm that SPI (Stateful Packet Inspection) is not enabled in your router.
  • Verify that the iCA directory has the following template files location within it: “msg.tmp” and “ack.tmp”
  • Should the practice management software be using the iCA API make sure that the shortcut used to launch the software has the “Start in” value populated and with the correct value.
  • Should this error be occurring only for a specific provider, it is possible that their ITRANS Claim Service has expired, or has been disconnected, please contact the ITRANS Helpdesk@1-866-788-1212 to confirm if this is the case.
Dart Error Codes
Click the Error Code for more information

10022

The iCA.log reports “Received Dart Error : 10022 An error was received: 999” This is as a result of a 3rd party applications filtering communications (ie Norton Internet Security)

11004

  • This issue can have various sources please try sending a claim after each troubleshooting step below
  • Reboot the machine that is responsible for sending out the claims.
  • Clear the SSL Cache in the internet explorer
  • Re-install the digital certificate for the provider in question
  • Ensure that any 3rd party application that may monitor and prevent traffic is not preventing communications
  • If the above does not resolve your issue please complete a fresh installation of the iCA. You can contact your software vendor to assist you in re-installing the iCA

12020

  • This issue can have various sources please try sending a claim after each troubleshooting step below.
  • Reboot the machine that is responsible for sending out the claims.
  • Clear the SSL Cache in the internet explorer
  • Remove and re-install the digital certificate for the provider in question.
  • Should you be experiencing the following error when installing your digital certificate “0x8007000D Could not import certificate” this indicates that the certificate was not properly imported and as a result you will not be able to use the Claim Service. The ITRANS Support Desk has developed a procedure to address this issue, please contact them for more information at 1-866-788-1212.

10030

  • This issue stems from either a software or hardware traffic filtering device preventing the iCA from communicating with the outside world.
  • To date, every instance of this issue has been traced to software firewalls, once disabled or properly configured the iCA will regain connectivity.

10053

Pre 3.0.0.0 Windows iCA

  • Dart error 10053 is generated by the iCA for a missing or incomplete provider profile in DB
  • Making sure that the dentist subscribes to CDAnet and ITRANS will resolve the issueDentists can subscribe to the service by signing in into his CDA website services.cda-adc.ca
    Dentist Login > click My Account > click MY SUBSCRIPTIONS
  • Once subscribed, the dentist may start using the service after 2 business days
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