This is a list of the common NewCrop registration errors along with steps to correct the error.
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Most commonly, this happens because the DEA number in eCR is too short. DEA numbers MUST be 9 characters long: 2 capital letters followed by 7 numbers. The letters do not go in the DEA suffix field.
NOTE: eCR will alert you when you've entered 9 characters in the DEA number field. This is okay! This field has a maximum character length of 9, so entering 9 characters will give you a warning. This does NOT mean that something is wrong.
Other possible reasons for this error message:
- The NPI number is wrong.
- The fax number has a 555 area code. Please read through this article and ensure that all of the required info is entered and correct - Admin Tasks Prior to NewCrop Prescriber Registration.
Possible Duplicate Registration Error
This is not an actual error! Prescribers that have already registered with NewCrop at another clinic will receive this error as they go through registration. This is to be expected. Once the prescriber gets to this point, send their full name and the clinic’s name over to the TenEleven Customer Care Team in a Zendesk ticket. They will duplicate the registration on the backend so that the prescriber does not need to register a second time.
Prescriber Must Have a Valid DEA Number Error
This is exactly what it says. Something is wrong with the prescriber’s DEA number. The DEA number must be updated in eCR.
Unable to Access Identity Proofing Error
This one is pretty common. Most likely, this is due to an error on the previous screen, the Shipping Address screen. There are several possible culprits.
- If there are any spaces in the prescriber's name, it will cause this error. These spaces need to be removed. This space could be in a couple of different places:
- An accidental trailing whitespace after their name, ie “Jake “.
- A space in the middle of their name, ie “John Paul”.
- A space anywhere else.
- If the name is hyphenated, ie “John-Paul”. Remove the hyphen.
- Interestingly, the prescriber’s address NEEDS spaces, ie “123 Main St” rather than “123MainSt”, or it will cause the same error.
- Finally, if you have confirmed that all of the spacing is correct and the prescriber is still getting the error, have them wait 15 minutes and try again.
If the error still isn't resolved, please send a Zendesk ticket to the TenEleven Customer Care Team to assist.
EPCS Account Admin Error
This has been fixed in 18.104.22.168.
This error occurs when non-prescribers try to assign NewCrop Account Administrators. Account Admins are the staff who grant and revoke EPCS rights. If you do not have that build, the workaround is to have a prescriber make someone an Account Admin so that they can grant EPCS rights, allowing prescribers to finish the registration process.
Manage EPCS Devices Error
This has been fixed in 22.214.171.124.
Prescribers will see this if they click the EPCS Device Management link from the NewCrop Admin screen. NewCrop doesn’t work with Internet Explorer (IE) and this window is opening in IE. If a prescriber did not bind their hard or soft token to their account during the registration process, they will not be able to complete registration until they get access to this screen. Also, if the prescriber has not completed registration, they will not see the NewCrop Admin screen and this link.
Clinic Defaults/Account Error
The information on this screen pulls from Clinic Defaults so if there is a problem with that information, this screen will tell you exactly what the problem is. Users cannot register until this is resolved. The information can be updated by going to Setup -> Clinic Defaults or by clicking the hyperlinks here. Once the information is corrected, close this window and reopen it or click the Refresh button to proceed.
Primary Location Error
This error means the user is missing a Primary location in their eCR user profile. To update, go to Administration -> Users.
Location Primary Fax Number Error
This is different than the Clinic Defaults, Primary Fax Number error above. This information pulls from Administration -> Facilities. Be sure there is a Primary Fax Number in Facilities.
NOTE: If the user has a secondary location assigned in their eCR profile, they might receive this error. To resolve, remove the secondary location until registration has been completed.
User Role Not Assigned Error
This means that the user was never set up to use NewCrop. Please send a Zendesk ticket to the TenEleven Customer Care Team to have this user added.
NOTE: For a Physician Assistant or Nurse Practitioner to be given the Doctor role, you MUST obtain, in writing, confirmation that they can prescribe independently, without supervision.
For the steps an Admin at the agency needs to take to ensure the setup with NewCrop goes smoothly, see the Admin Tasks Prior to NewCrop Prescriber Registration article.