Notes on using this article

To quickly and accurately find the error you're encountering, use the find feature in your browser (ctrl + f for PC or command + f for Apple) and type in the first few words of the error message.

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Error Message
Solution

CODE INVALID: Startindex cannot be less than zero. Parameter name: startindex---The session has expired or been logged out. Please try again or contact your admin.


This means that something in the patient's demographics is missing or not formatted correctly.

  • Phone numbers must include 10 digits (no extensions), and cannot have additional characters/ notes
  • Must be an address on file, check to make sure the Suite/ additional info isn't in Address 1 (which can make it too long)
  • A sex needs to be chosen

ALERT: eSend failed for drug ... Transaction rejected - do not retry 901: Missing or Misspelled Username or Password Element.


The provider either needs to reset signing password OR they have a new phone that needs to be registered.


ALERT: eSend failed for drug ... Transaction rejected - do not retry Not authorized to send Controlled Substance


Prescriber needs to complete STEP 5 of the eRX identity proofing and setup.

There was an error routing to SureScripts. Their servers said: 1 errors validating against SureScripts Xml 10.6mu2.xsd.


This one seems to have a lot of reasons why it generates. Typically, the patient is missing demographic information or demographic information is formatted incorrectly. It can also be because someone tried to route an admin prescription. 


Check to see if any users have a Supervising Physician setup under their user profile (Admin>Manage>Users). If there is a supervising physician listed, make sure there is a DEA number listed for the supervising physician (the actual user does not need a DEA number listed).

Error registering you: SureScripts reported a problem: NPI Owner Duplicate. You may use AddPrescriberLocation instead.


This will probably only come up IF a provider who is/was using Cerbo in another clinic is using Cerbo now/again. Reach out to support@cer.bo to get this updated for you.


You are not authorized to eRx.

Confirm that you have completed Step 5 of the setup process by going under your initials in Cerbo>eRx Registration. Then make sure the boxes are checked.

Your NPI number cannot be found or does not match your name. Please check that your name you are registering with is the exact same as on your NPI Registration and that your registration is not expired. If this is a brand new NPI number (just signed up) please call support.


This means your name is entered differently in Cerbo than with the NPI Registry. 

Specific situations to watch out for: maiden name/ married, suffix in the last name field in Cerbo. Once you verify that it's different you have the following options:


1) Change your name in the EMR (if the name is still appropriate)

2) You can change your name in the NPPES registry and then wait 24 hours which will update MDToolbox


DEA already registered under another name

Reach out to support@cer.bo to get this updated for you.
ALERT: eSend failed for drug ...  *Prescriber Clinic Name is a required field. *Prescriber Address Line 1 is a required field. *Prescriber City is a required field. *Prescriber State is a required field. *Prescriber Zip is a required field. *Prescriber Phone is a required field. *Prescriber Fax is a required field.
Reach out to support@cer.bo to get this updated for you.