Connection issues
Reference for integration status messages and what each one means.
Status messages surfaced on the Integrations page, grouped by integration. The footer message on each card names the condition directly — this page explains what that condition means and what to do.
PRODA / AIR
| Status | Footer | What it means | Fix |
|---|---|---|---|
| Connected | — | Device active, HW027 processed, AIR available | — |
| Authorisation pending | "Ensure your HW027 has been submitted. AIR services will be available after PRODA has processed your registration." | Device active but PRODA hasn't finalised AIR access | Submit HW027 if not done; otherwise wait (up to 48 hours) |
| Expiring soon | "Your PRODA device expires in X day(s)." | Device within 30 days of expiry | Renew in PRODA, then reactivate here |
| Expired | "Your PRODA device has expired." | Device is past expiry; AIR disabled | Renew and reactivate immediately |
| Not Connected | — | No credentials or device registered | Start the setup flow |
PPA
| Status | Footer | What it means | Fix |
|---|---|---|---|
| Connected | — | Credentials valid, provider selected, programs registered | — |
| Authentication failed | "PPA credentials are invalid or expired. Update your API key to continue submitting claims." | User ID or API Key rejected by PPA | Update API Key with a current value from PPA Portal |
| No programs registered | "No programs registered for this provider. Re-select your provider to restore claim processing." | Provider selected but has no registered programs | Change Provider (or re-select the same one to refresh) |
| Not Connected | — | No credentials saved | Start the setup flow |
Common AIR error codes you'll see on encounters
These aren't on the Integrations page itself — they appear on vaccination encounters when AIR rejects a submission. Listed here for cross-reference.
| Code | Meaning | Typical fix |
|---|---|---|
AIR-E-1039 | Device active but AIR access pending | HW027 needs submitting or PRODA is still processing registration |
| Identity mismatch | Name, DOB, or Medicare don't match AIR's record | Correct the customer's profile, resubmit the encounter |
| Medicare expired | Medicare card has expired | Update Medicare on the customer, resubmit |
| Missing IHI | Customer doesn't have an Individual Healthcare Identifier | IHI is fetched from Services Australia; if missing, check the customer record |
For the full current list of AIR and PPA error codes, refer to Services Australia and PPA documentation respectively — Light passes their error messages through unchanged.
What this reference doesn't cover
- Specific PPA rejection codes — too variable by program and subject to change; see the rejected claim's error message directly
- Network errors — connection timeouts, DNS failures. These are usually transient; retry after a minute
- HW027 form rejections — Services Australia correspond by email rather than via the integration; check your email if HW027 is pending longer than 48 hours