Failed Communications

Failed communications are communications that could not be sent to the prescriber. These can be viewed under the All or Failed filter and are identified by a failed icon .

Use the dropdowns below to learn more about the actions that can be performed on failed communications.

To determine why a communication failed to send to a prescriber, the communication can be detailed, and a prompt will display the reasoning.

There are three errors that can result in a failed communication:

  1. Destination didn't acknowledge for the message delivery.

    • The communication was not successfully received by the prescriber.
    • Recommendation - confirm the fax line is working at the prescriber's office.
  2. Attach --- was not received.
    • The specified attachment was not successfully received by the prescriber.
    • Recommendation - check the attachment and resubmit the communication.
  3. Destination received this Message, but was not successful in downloading one or more of the attachments.
    • The prescriber successfully received the communication but could not receive the attachment(s)
    • Recommendation - check the attachment(s) and resubmit the communication.

Note: If the communication continues to fail after re-submission, please contact our Customer Care team at 1.800.387.6093.

Once the reason for the failed communication is resolved, the communication can be resubmitted.

To resubmit a failed communication:

  1. From the Workbench, select the PrescribeIT tab.
  2. Select the Mail tab.
  3. Highlight the failed message.
  4. Select Re-Submit.

    The PrescribeIT Mail window opens.
  5. Select Send.

    The communication is sent to the prescriber.