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.

1021

Post 3.0.3.0 Windows iCA

  • The log reports error: “Connection refused – 1021”
    • In some cases, this was proven to be an internal issue caused by a firewall or a 3rd party application inhibiting communications.
    • Office IT is required to make sure that the iCA is allowed to equally open an outbound tcp connection on port 9660 to site1.continovation.com and site2.continovation.com
  • The log reports error: “Connection refused – 1021”
    • In some cases, this was proven to be an issue caused by a corrupted certificate.
    • You may refer to iCA Error 1001 for the corrupted certificate fix.

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.

 

Post 3.0.3.0 Windows iCA
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

Once subscribed, it takes 2 business days to start using the service.

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.
ICD Error Codes
Click the Error Code for more information

3000

“Cannot access ICD CDAnet payload folder”

  • The configuration for the ICD refers to a payload folder that either does not exist, or the ICD user does not have rights to access.
  • The error could also be related to a permissions issue identified with the old ICD version. Updating the ICD to latest version may resolve the issue.(http://www.cda-adc.ca/get/)

“Object reference not set to an instance of an object.”

  • The transaction was not properly formatted as per the CDAnet standard. This can be determined by looking at data positions in the input file. Most fields would be out of position.
  • When the ICD receives an improperly formatted transaction, it fails to move it to the network folder and creates an exception.

3001

  • “Cannot access CDAnet payload folder”
    • The configuration for the ICD refers to one or more payload folders for the identified communication agent that either does not exist, or the ICD user does not have rights to access.
    • The error could also be related to a permissions issue identified with the old ICD version. Updating the ICD to latest version may resolve the issue.(http://www.cda-adc.ca/get/)

3002

  • “Invalid transaction type”
    • The ICD was unable to successfully parse or extract a valid transaction type code A04 from the payload. IF CLAIM BAD, NOT ROUTED TO NETWORK (VENDOR), BUT COULD BE THE RESPONSE AS CARRIER)

3003

  • “Unknown Carrier ID”
    • The ICD was unable to successfully parse or extract a carrier identification number A05 that matches a value the N-CPL.
      • Confirm the carrier ID is valid and that is listed in the n-cpl
      • Check if the office is not using a test n-cpl by checking the n-cpl url in the ICD.ini
      • Every time a claim is sent, the ICD is supposed to use its Current NCPL Hash to check if there is a new ncpl available. You’d see supposed to see something like this:
        8/02/2022 2:34:59 PM – Current NCPL Hash : EAE0D0BADA6E8A102E0CE76427AACE273EDE5564457E67F9F03826F81F9C52980
        8/02/2022 2:34:59 PM – No new NCPL. Received hash from NCPL. EAE0D0BADA6E8A102E0CE76427AACE273EDE5564457E67F9F03826F81F9C5298
      • If those lines are not found in the log after re-starting the service, it may indicate an issue with admin rights with the user running the service.
      • Run the services.msc tool as “Admin” and restart the service to confirm if it checks for a new n-cpl.

3006*

  • The ICD was unable to find a valid client certificate when sending to the ITS.
  • The issue may occur if the ICD is logged on under an account that doesn’t have the certs.
  • The issue may occur if the ICD is logged on under local account instead of the domain account which is what they used to generates the certs.
  • * In all cases, the input message is still sent to the network. Error relates to ICD processing for sending de-identified transaction to CDA.

3007*

  • Error occurred during de-identification.
  • * Input message is still sent to the network. Error relates to ICD processing for sending de-identified transaction to CDA.

3008*

  • Unable to connect to ITS.
  • * Input message is still sent to the network. Error relates to ICD processing for sending de-identified transaction to CDA.

3009*

  • ITS rejected client certificate.
  • * Input message is still sent to the network. Error relates to ICD processing for sending de-identified transaction to CDA.

3010

  • On startup, the ICD service scans the windows certificate store for valid certificates on the computer.

06/28/19 3:00:05 AM – Your ICD is up-to-date
06/28/19 10:55:44 AM – Service stopped
06/28/19 10:55:52 AM – Automatic Updater started
06/28/19 10:55:52 AM – Service starting
06/28/19 10:55:54 AM – The ICD has access to 23 CDA Digital IDs
06/28/19 10:55:54 AM – A valid CDA Digital ID was found for 600474000-090E
06/28/19 10:55:54 AM – A valid CDA Digital ID was found for 094434500-692G
06/28/19 10:55:54 AM – A valid CDA Digital ID was found for 094434500-692G

  • It would generate a 3010 error code if it doesn’t find any under the user the service is logged on. See sample below

06/28/19 3:00:05 AM – Your ICD is up-to-date
06/28/19 10:55:44 AM – Service stopped
06/28/19 10:55:52 AM – Automatic Updater started
06/28/19 10:55:52 AM – Service starting
No CDA Digital IDs found. Error code – 3010

  • Confirm the provider certificate has been correctly installed.
  • Confirm The ICD service is running under the user that has the provider certs.

3011

  • CCDWS is not reachable.
  • Deidentify and payload processing status is 3011
    • Check if the CCDWS service is running.
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