iCoreRx: Troubleshoot Common Errors

Error: Based on inactivity…

How to Resolve:

• Check the following settings in your browser:

• Disable cookies without SameSite.
• Turn off Block third-party cookies.
• Allow all cookies.

• Clear Cache and Cookies, to remove any background collected data that may be clogging the browser.

Error: Sorry, the specified account does not exist…

• “Sorry, the specified account does not exist. Please check your URL and try again.”

How to Resolve:

• Clear cache in internet browser, and allow all cookies. You can also use a different web browser if the error persists. This error is related to the computer browser.

Failed to Transmit Prescription(s) Errors:

• “Failed to Transmit Prescription(s) Not signed = True ErrorCode Error: rx,PrescriberGuid is null”

How to Resolve:

• This failure message occurs when the following happens:

• The Provider did not approve the push notification in time
• The Provider pressed the Enter key after manually typing in the OTP from the authenticator application.

After entering the OTP, providers should Click the Sign/Transmit button, DO NOT press the Enter key.

• “Failed to Transmit Prescription(s) Message type not supported by sender”

• “Failed to Transmit Prescription(s) Internal error. Contact pharmacy by other means”

• “Failed to Transmit Prescription(s) Unexpected Exception occurred while processing the request”

• “Failed to Transmit Prescription(s) Not authorized to send Controlled Substance”

• “The Prescriber is not enabled for EPCS (Electronic Prescribing of Controlled Substances), and must be registered with Exostar prior to prescribing a scheduled drug. You may print the Rx, select another DEA number, or go to the Admin Tab to register for EPCS.”

How to Resolve:

• This failure message means the provider is not registered to send controlled substance or scheduled drugs.
• Contact iCoreRx Implementation Team to register for EPCS.

iCoreConnect Contact Information:
You can contact an Implementation Specialist directly via email to implementaion@icoreconnect.com , or call 888-810-7706.

Error: Blank Route Status on Prescriber Report

How to Resolve:

EPCS Registration Errors:

• “Exostar Identity Proofing Registration Failed!”

How to Resolve:

• This error message occurs when there is an internal error processing your information.
• If you chose Practice Address, select the option for Home Address and click Order Token again.
You can also try toggling between the 2 options to refresh your screen and try again.
If error continues, Contact iCoreRx Implementation Team to troubleshoot.

iCoreConnect Contact Information:
You can contact an Implementation Specialist directly via email to implementaion@icoreconnect.com , or call 888-810-7706.

• “Possible Duplicate Registration. Based on the information submitted, you may already have an Exostar account. Your EMR has been notified ad will reachout with further information.”

How to Resolve:

• This error message occurs when the Provider information keyed, and submitted, already has an established account with Exostar.
• A notification is immediately sent over to the NewCrop Support Team to copy the existing credentials to this location. Once completed, NewCrop will contact the Provider via email and the Provider can start prescribing out of this location.

• “Unable to Launch Management Session!”

How to Resolve:

• This error message indicates that the provider’s EPCS license key is suspended or inactive, due to lack of use.
Suspended if not actively prescribing after 6 months.
Deactivated if not actively prescribing after 1 year.


• Contact iCoreRx Implementation Team to re-register for EPCS.

iCoreConnect Contact Information:
You can contact an Implementation Specialist directly via email to implementaion@icoreconnect.com , or call 888-810-7706.