Please review all errors and troubleshoot accordingly. If the issue/error remains, please contact NewCrop Customer Support with provider information, screenshot(s) and troubleshooting steps taken.
REGISTRATION ERRORS
ERROR: A transaction is currently in progress. Try your request again in 15 minutes. (already_in_process)
Cause: The provider has double clicked twice when connecting to or inside the Exostar screens and is sent back to NewCrop. This is a security feature.
Correction: Provider waits 15 minutes. After 15 minutes the provider can resume registration.
ERROR: A validation error has occurred. Try your request again. (input_invalid)
Message occurs when clicking “Click to start EPCS Registration Process”:
Cause: There is an issue with the provider’s name, usually an extra space trailing the first/last name.
Correction: Remove any extra white spaces in the providers name in your EMR and then have the provider launch NewCrop again and attempt the Exostar Registration process.
ERROR: "Error submitting registration: You have made too many attempts to register. Contact Exostar customer support for additional information. (proof_fail_been_exceeded)."
Cause: The provider has attempted and failed proofing multiple times.
Correction: Please contact NewCrop Customer Support as a ticket will need to be opened with Exostar.
ERROR: HTTP Status 404
Message occurs when clicking “Click to start EPCS Registration Process”:
Cause: Unknown
Correction: Have the provider return to NewCrop and attempt registration again. If this error appears again, please contact NewCrop Customer Support.
ERROR: Not submitted. Pending = True Error: Error signing: Error code=invalid_cred_status. No OTP entry box on Finalize step.
The provider is not able to complete as there is no OTP entry box:
Cause: There is no OTP device bound to the provider’s Exostar account. (Authy app or hardware token)
Correction: On the Admin Tab in NewCrop, click Manage my EPCS account. Authenticate into the account using the phone number at the bottom of the page. Once authenticated into the account, add the Authy app and/or hardware token.