How-to

Troubleshooting integrations

Diagnose and fix broken PRODA or PPA connections.

Integration status is shown as a badge on each card, with a footer message when something needs attention. Most problems are self-diagnosing — the footer tells you what's wrong and roughly what to do.

This doc is the staff-side triage guide. For the error-code reference, see Connection issues.

PRODA troubleshooting

Card says "Authorisation pending"

The device is active in PRODA but AIR authorisation hasn't come through. Either:

  • Your HW027 hasn't been submitted — open the dropdown and submit it
  • Your HW027 was submitted but PRODA is still processing — wait; this sometimes takes 24-48 hours for new providers
  • PRODA declined the HW027 — check your email for correspondence from Services Australia

Card says "Your PRODA device has expired"

The device credentials have passed their expiry. Renew the device:

  1. Log in to PRODA and renew the device (you keep the same device, just refreshed)
  2. Generate a new activation code (OTAC)
  3. On the Light card, tap the dropdown and Reactivate Device
  4. Paste the new code

Existing provider number, organisation ID, and AIR Minor ID are kept; only device credentials are refreshed.

Card says "Your PRODA device expires in X days"

Warning given 30 days before expiry. Renew before the deadline — expired devices stop AIR submissions completely.

AIR submissions are failing silently

  • Check the encounter's AIR status on the customer profile
  • If the error mentions identity, fix on the customer's profile
  • If the error mentions provider, check the AIR credentials in the Edit Credentials sheet

"Not connected" after I just connected

Sometimes the initial registration doesn't complete on first save. Tap View and confirm the credentials are what you entered. If everything looks right, give PRODA a few minutes and refresh.

PPA troubleshooting

Card says "Authentication failed"

The User ID or API Key is wrong or expired. Most common causes:

  • Key was rotated in PPA Portal — another system regenerated the shared key; update here to match
  • User ID typo — UUIDs are long; copy-paste from the PPA Portal rather than retyping

Fix: open the dropdown and Update API Key with the current key from the PPA Portal.

Card says "No programs registered"

PPA is connected but the selected provider has no registered programs. This usually means:

  • The provider was registered for programs after you connected — re-select the provider to refresh the program list
  • The provider's program registrations have been withdrawn in PPA — contact PPA

Fix: Change Provider and re-pick the same provider (or a different one if your pharmacy works under multiple).

Claims still fail after connecting

Connection is one thing; eligibility is another. A claim can fail even with a working PPA connection:

  • Wrong claim type for the program — some programs only accept specific claim types; check the claim's error message
  • Missing Medicare on the customer — claims for programs that require Medicare can't submit without it
  • Patient ineligibility — age, cohort, or prior-dose rules
  • Missing AIR record — for vaccinations, PPA may refuse claims when the corresponding AIR record is missing or rejected

See Amending a rejected claim for the fix flow.

When to disconnect and reconnect

Rarely needed. Prefer updating credentials over removing and re-adding — removing loses the configuration history. Only remove if:

  • The integration is genuinely not wanted any more
  • The underlying account at PRODA or PPA has changed completely
  • Support has specifically advised you to

For a troubleshooting session, updating credentials or renewing a device is almost always enough.