We got word from another agency that an ROI we faxed to them was blank. Print view in our system is normal - this is apparently only an issue when the form is faxed from the record. Procentive says the way to remedy this is to save the form to our desktop and then attach that to the fax when sending.... I asked if this is the case for ALL clinical-charting forms and they said any forms with checkboxes may have the same issue. So for every fax we are sending out with clinical forms (I'd say most if not all our clinical (and billing) forms have checkboxes) we will now have to save the records outside Procentive first, then fax. They said if they get enough reports about this issue, that may move it up the priority list so I'm posting here as a heads-up that you may be sending forms where the recipient is not seeing all the accurate information (the recipient/reader would not know that an unchecked checkbox is actually checked in our client record so we may actually be sending false information; if the checkbox question is "are there any safety concerns for this client" and it is showing as unchecked when it's actually checked in our record, that could be a big deal...).
When sending a Fax in the Fax Module, a pop-up window detailing a SQL Error Message appears. Please disregard this window.
Faxes are still being sent and received.
This pop-up window has already been addressed by our engineers and a resolution will be in place tomorrow.
Please send a Ticket to Procentive Customer Care if you have any questions.
Onboarding and Implementation Team Manager
This issue has been resolved.
We have been notified that Faxage (the faxing company we partner with to send and receive faxes) has an issue with their server currently being down.
We are in the process of gathering information in regards to what will happen with incoming and outgoing faxes that are currently in the queue, as well as asking for an estimated fix time. When we receive an answer, we will post the updates here.
We have tested sending and receiving in our own databases as well as checked into various customer databases. We do not see a system wide problem related to Procentive. It's possible there was a small issue earlier today somewhere in the faxing technology sending from specific payers, but this can't be verified. We've just recognized a commonality in a few things. Nevertheless, all issues seem to be resolved here at the end of the day. Thank you.
Customer support service by UserEcho