Important: Apex does not fix errors from within your Practice Management Software. Apex EDI is not contracted to offer support for an error found within a Practice Management Software. The following errors will only pertain to anything that appears when trying to use the Apex OneTouch application. There are a few Practice Management Software issues that Apex can help with, but that is only available to those who use a software integrated with Apex EDI. To see a list of the integrated software, click here
When Would I see These Errors?
When there is an error with OneTouch, it will always show when trying to send claims, statements or just logging onto the website. There are many error messages that can be found, and each with a different resolution. Below we will detail the most common error messages and what they mean, to help better troubleshoot any problems that may occur.
There was an Error Uploading. Please try Again Later
This error means that you are using an older version of OneTouch and it needs to be updated. This is a simple fix; to learn how to install the most recent version of Apex OneTouch, click here.
Error Parsing NaN Value
This error means that there is an issue with your Apex billing; this could be due to the bank declining payment, credit card expired, no form of payment available, etc. To resolve this contact Apex EDI Support at either 800-840-9152 or firstname.lastname@example.org
This means that you are trying to send a claim file that is currently open on your computer. You will need to close that file, then click Submit Eclaims and it will send normally.
Connex is not Installed
This means that you need to have the Apex Connex software uploaded onto your computer. To get that installed, contact Apex Support at either 800-840-9152 or email@example.com. If you want to know more about Connex, click here.
Access to Path is Denied
This error means that the Apex Connex installed on your computer needs to be given permission to access and submit your claims. To resolve this, contact Apex Support at either 800-840-9152 or firstname.lastname@example.org.
System Component Model
This error looks intimidating, but is actually quite simple to resolve! It means that there needs to be a web browser specified within your OneTouch application; to specify the browser you will need to:
- 1. Click on Configure, located in the top right corner of the OneTouch Application.
- Select the Advanced tab on the right side of the application.
- Select Specify Browser.
- This is when you will need to specify which web browser you will want to use. Apex EDI functions the best with Google Chrome, and we highly recommend using Google when accessing your Apex Website. To finish specifying the browser, copy and paste this filepath (note that this is specifically for using Google Chrome): C:\Program Files (x86)\Google\Chrome\Application\chrome.exe
- Once the filepath is entered, click Save and Close and you will can send claims normally.
No Files to Process
This error could have a few different meanings, however the most common is that the configuration of the OneTouch application may need to be updated. If you receive this error message, please contact Apex Support at either 800-840-9152 or email@example.com.
Remote Name Could not be Resolved
This error means that there is an issue with your internet connectivity. It could be that it's too slow and unable to connect to our website or the internet is down. To correct, you'll just need to fix your internet and it will work as normal.
Authentication Token has not Been Set
This error means that you just need to enter in your username and password. To correct, click on the Login Only button, and a field will appear for you to enter your login credentials. Once entered in correctly, the OneTouch application will continue to work like normal.
If you are unable to find the error you are experiencing listed here, please contact Apex Support at 800-840-9152 or firstname.lastname@example.org