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Minnesota Department of Human Services MN–ITS User Manual
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MHCP Enrolled Providers

MN–ITS Troubleshooting Guide

 

Error Messages

 

Registration Error Messages

Other Error Messages

User Administration Error Message

Internet Explorer 10: Compatibility View Settings

Virtual Desktop Users


 

Common User Questions

 

Error Messages

Registration Error Messages

1. Error Page #1 Initial User ID [resolution]
2. Error Page #2 Login Error [resolution]
3. Error Page #3 Database Connectivity Failure [resolution]
4. Error Page #4 Organizational Information Absent [resolution]
5. Error Page #5 Failure to Indicate Acceptance of the DHS EDI Biller Agreement [resolution]


Other Error Messages

1. An exception was thrown: Unexpected exception during mapping [resolution]
2. Unable to complete this transaction at this time: Unable to complete the host transaction [resolution]
3. Your Claim, Transaction Control Number XXXXXXXXXXXXXXXXX, has been accepted for processing. The status of this claim is not yet known but you will be able to view it from this Web site as soon as processing is complete. If you have any questions, please call 651-431-2700 or 1-800-366-5411 [resolution]
4. Page Not Found or Page Not Available [resolution]
5. You have unsuccessfully attempted to log in to the MN-ITS Web site five times. [resolution]

Common User Questions

Registration

1. I’m trying to log in to MN-ITS Registration but the screen blinks and does not return me to the MN-ITS Registration screen. [resolution]
2. I forgot my password. [resolution]

Internet

1. I select the MN-ITS Web link from my Favorites or Bookmarks and am brought to the MN-ITS Registration log in screen. [resolution]
2. I try to log in to MN-ITS using a login ID saved in my browser’s history but cannot get into MN-ITS. [resolution]

System Access

1. I’m trying to get into MN–ITS and do not have access. [resolution]

System Functionality

1. MN–ITS is not responding or is not functioning properly. [resolution]

User Access, Logging In & Passwords

1. I get redirected to the MN-ITS Login screen. [resolution]
2. I want to submit claims but see only options for “Administrator” and “Logout” on the left-hand menu. [resolution]
3. I try to log into MN-ITS using the User ID given to me for MN-ITS Registration. [resolution]
4. I received the error message: “You have unsuccessfully attempted to log in to the MN-ITS Web site five times.” [resolution]
5. I see a blank or white screen. [resolution]
6. I forgot my password. [resolution]
7. I tried to log in to MN-ITS for the first time, but don’t have the EDI Biller Agreement response screen generated during registration, which contains my new User ID for logging in to MN-ITS. [resolution]

Interactive

1. I try to log in to MN-ITS but the screen blinks and I am returned to the MN-ITS log in screen. [resolution]

Batch/X12

1. I sent a batch of production claims but have not received any results. [resolution]
2. I received a 999 response from DHS and don’t know what it is. [resolution]

X12 testing

1. I tried to submit a batch of test claims or production claims and immediately received an error about a duplicate file name. [resolution]

Remittance Advice (RA)

1. I am not receiving my X12 835 RA in my MN-ITS mailbox. [resolution]
2. When will my PDF RA appear in my MN-ITS mailbox. [resolution]
3. I can’t open or retrieve my PDFRA file. [resolution]
4. My PDF RA file is appearing as scrambled lines. [resolution]
5. I want to direct my RA to the mailbox of another provider/biller. [resolution]
6. I want to change my RA from NSF to X12 835. [resolution]


Resolutions: Error Messages

Registration Error Messages

1. Error Page #1 Initial User ID
You have already completed the MN-ITS Registration process and the User ID from your Registration Letter is no longer valid. You should log in to MN–ITS at https://mn-its.dhs.state.mn.us and enter the User ID and password that was displayed on the DHS EDI Biller Agreement.

2. Error Page #2 Login Error
You have attempted to log in to MN-ITS Registration five or more times with the wrong User ID, Password or both. If you are not the PA, contact your PA. If you are the PA, close your Web browser and attempt to register again.

3. Error Page #3 Database Connectivity Failure
A system error has occurred. Contact the Provider Call Center at 651-431-2700 or 1-800-366-5411 and report your User ID, date and time of session.

4. Error Page #4B Organizational Information Absent
Your organizational information in our file is missing or incomplete. Contact the Provider Call Center at (651) 431-2700 or 1-800-366-5411 (option 5). This step is required before you can complete MN-ITS Registration.

5. Error Page #5 Failure to Indicate Acceptance of the DHS EDI Biller Agreement
You have not agreed to accept the DHS EDI Biller Agreement during the registration process. If you do not agree to the DHS EDI Biller Agreement, you are not given access to MN-ITS. Please make sure that your PA has accepted the agreement during registration.
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Other Error Messages

1. An exception was thrown: Unexpected exception during mapping
Contact the Provider Call Center at 651-431-2700 or 1-800-366-5411 and report your User ID, date and time of session.

2. Unable to complete this transaction at this time: Unable to complete the host transaction
Contact the Provider Call Center at 651-431-2700 or 1-800-366-5411 and report your User ID, date and time of session.

3. Your Claim, Transaction Control Number XXXXXXXXXXXXXXXXX, has been accepted for processing. The status of this claim is not yet known but you will be able to view it from this Web site as soon as processing is complete. If you have any questions, please call 651-431-2700 or 1-800-366-5411
Your request may have timed out. DHS received your transaction but was not able to respond in time with a MN-ITS claim response. Refer to your claim number for status inquiries. Contact the Provider Call Center at 651-431-2700 or 1-800-366-5411 and report your User ID, date and time of session.

4. Page Not Found or Page Not Available

Make sure the Web address you entered is https://mn-its.dhs.state.mn.us/

MN-ITS may be down – scheduled system downtimes are listed on the MN-ITS home page. Contact the Provider Call Center at 651-431-2700 or 1-800-366-5411 and report your User ID, date and time of session.

5. You have unsuccessfully attempted to log in to the MN-ITS Web site five times.

If you are not the PA for your organization, contact your PA.

If you are the PA, contact the Provider Call Center at 651-431-2700 or 1-800-366-5411 and identify yourself with your User ID. You will be assigned a temporary password.


Resolutions: Common User Questions

Registration

1. I’m trying to log in to MN-ITS Registration but the screen blinks and does not return me to the MN-ITS Registration screen.
The User ID or Password you entered is invalid. Refer to your MN-ITS Registration Letter and enter the Initial User ID and Initial Password exactly as shown on the letter.

  • • Hint #1: The Initial User ID and Initial Password are case sensitive. Do not enter an uppercase letter unless it is shown. Do not use the Caps Lock key to create a capital letter; use the Shift key.
  • • Hint #2: 0’s (zeroes) and O’s may appear within your Initial User ID or Initial Password.
  • 2. I forgot my password.
    Refer to your MN-ITS Registration letter if you have not completed the Registration process. If you have lost your letter and you are the PA, contact the Provider Call Center at 651-431-2700 or 1-800-366-5411 (option 5).

    Internet

    1. I select the MN-ITS Web link from my Favorites or Bookmarks and am brought to the MN-ITS Registration log in screen.
    You saved the MN-ITS Registration Web link instead of the link for the MN-ITS system home page. Since registration is a one-time process, delete the Registration address and replace it with https://mn-its.dhs.state.mn.us.

    2. I try to log in to MN-ITS using a login ID saved in my browser’s history but cannot get into MN-ITS.

    Your browser may have saved an expired login ID in the browser history and, as a result, your History files may need to be cleaned out. To remove your history in Microsoft Internet Explorer:

  • • click on “Tools” within your browser toolbar
  • • select “Internet Options”
  • • select “Clear History”
  • • select “Yes” and then “OK.”
  • System Access

    1. I’m trying to get into MN-ITS and do not have access.
    Contact your assigned PA to correct your password or create a user profile for you.

    System Functionality

    1. MN–ITS is not responding or is not functioning properly.

  • • Check for Web browser compatibility. MN-ITS is compatible with Microsoft Internet Explorer (version 5.5 or above, Windows ONLY), Mozilla (version 1.2.1 or above, Windows or Mac) and Netscape (version 6.2 or above, Windows or Mac). Internet Explorer for Mac is not supported. The Apple Safari browser may be used to access RAs and downloads, but is not compatible for claims submission. These browsers are available as free downloads at the following Web sites:
  • • Explorer: http://www.microsoft.com/windows/ie/downloads/archive/default.asp
  • • Netscape: http://cgi.netscape.com/cgi-bin/upgrade.cgi
  • • Mozilla: http://www.mozilla.org/download.html
  • • Safari: http://www.apple.com/safari/download/
  • • Check your browser’s “Internet Control Settings” or “Security Settings.” To function properly, MN-ITS requires “Per-Session Cookies” and “Allow Cookies To Be Stored On Your Computer” to be enabled.
    MN-ITS Mailbox PDF files require a relatively current version of a PDF reader program installed on your PC.
  • • You may have a Pop-Up Blocker program on your PC. Disable your anti-virus program while in MN-ITS. Contact your technical staff or your Internet service provider for more information.
  • • You may have an anti-virus program on your PC. Disable your anti-virus program while in MN-ITS. Contact your technical staff or your Internet service provider for more information.
  • • You may have firewall issues on your PC. Check with your technical staff or your Internet service provider regarding possible firewall issues.
  • • Your PC may be low on memory. Close all other programs if you are experiencing slow or no response.
    MN-ITS is down. Contact the Provider Call Center at (651) 431-2700 or 1-800-366-5411 and report your User ID, time and date of occurrence.
  • User Access, Logging In & Passwords

    1. I get redirected to the MN-ITS Login screen.

  • • If you are logged in to MN-ITS and your PC is idle for more than one hour, MN-ITS will require you to log in again.
  • • If you are logged in to and using MN-ITS for more than two continuous hours, MN-ITS will require you to log in again.

  • 2. I want to submit claims but see only options for “Administrator” and “Logout” on the left-hand menu.

  • • If you are not the PA, contact your PA to adjust your MN-ITS Application Role within your user profile.
  • • If you are the PA,
  • • Select “Administrator.”
  • • Click on “My Identity” under the “User manager” toolbar.
  • • Click on “Organizational Information” on your profile.
  • • Click on the “Modify” button.
  • • Click on the MN-ITS Application Role option “Interactive,” “Batch” or click on both.
  • • Click on “Save” and “Logout.” The next time you log in you will see the appropriate menu view.
  • • Select “MN-ITS Interactive”
  • • Select from the options under “New Claim.”

  • 3. I try to log in to MN-ITS using the User ID given to me for MN-ITS Registration.
    You won’t be able to log in to MN-ITS. During registration, you are given a new User ID on the EDI Biller Agreement response. If you have lost your copy of this response, contact the Provider Call Center at 651-431-2700 or 1-800-366-5411 (option 5) to receive a copy of your EDI Biller Agreement response. You cannot log in to MN-ITS without your new user ID.

    4. I received the error message: “You have unsuccessfully attempted to log in to the MN-ITS Web site five times.”

  • • If you are not the PA for your organization, contact your PA.
  • • If you are the PA, contact the Provider Call Center at (651) 431-2700 or 1-800-366-5411 and identify yourself with your User ID. You will be assigned a temporary password.

  • 5. I see a blank or white screen.
    Contact the Provider Call Center at 651-431-2700 or 1-800-366-5411 and report your User ID, date and time of session.

    6. I forgot my password.

  • • If you are not the PA for your organization, then contact your PA.
  • • If you are the PA, contact the Provider Call Center at 651-431-2700 or 1-800-366-5411 and identify yourself with your User ID. You will be assigned a new temporary password.

  • 7. I tried to log in to MN-ITS for the first time, but don’t have the EDI Biller Agreement response screen generated during registration, which contains my new User ID for logging into MN-ITS.
    Contact the Provider Call Center at 651-431-2700 or 1-800-366-5411 (option 5) to receive a copy of the EDI Biller Agreement response. You cannot log in to MN-ITS without your new user ID.

    Interactive

    1. I try to log in to MN–ITS but the screen blinks and I am returned to the MN–ITS log in screen.
    The User ID or password you entered is invalid. Refer to your DHS EDI Biller Agreement response and enter the User ID and password exactly as shown on that document.

  • • Hint #1: The User ID and password are case sensitive. Do not enter an uppercase letter unless it is shown. Use the Shift key instead of Caps Lock to create a capital letter.
  • • Hint #2: 0’s (zeros) and O’s may appear within your User ID or password.
  • Batch/X12

    1. I sent a batch of production claims but have not received any results.
    Check your “Transaction Responses” option within your mailbox in MN-ITS Batch. If you have not received a 999 transaction within four hours of submission, contact the Provider Call Center at 651-431-2700 or 1-800-366-5411 and report your Submitter ID, time and date of batch submission.

    2. I received a 999 response from DHS and don’t know what it is.
    A 999 response is an X12 acknowledgement of your submitted batch file. You receive a 999 response after you submit an X12 transaction batch under the “Submit Transactions” option within MN-ITS Batch. You should review the transaction sets within the 999 for possible errors. Information about the 999 is available in the back of the 835 Implementation Guide. Also refer to the 999 companion guide on the AUC Minnesota Uniform Companion Guides page.

    Effective September 22, 2004, after 5:00 P.M. the 999 naming convention will use the following protocol:

    This graphic shows an example of the electronic data submitted in an X12 batch file.

    The value in ISA06 of the submitted file envelope information is used to determine the ProviderID and the value in GS08 is used to determine the TransactionType.

    Please limit your Submitted file name to less than 150 characters. To assure access to the 999, the following characters should not be used in your Submitted file name (837, 270, etc.):

    # % & * + | : “ < > ? \ /

    In special, limited circumstances the 999 will appear differently – most likely based upon a call made to our Help Desk.

    X12 testing

    1. I tried to submit a batch of test claims or production claims and immediately received an error about a duplicate file name.
    DHS requires providers to submit every batch with a unique file name. Consult file naming conventions in the Secure FTP Guide.

    Remittance Advice (RA)

    1. I’m not receiving my X12 835 RA in my MN-ITS mailbox.
    You may not have completed the testing process with the HIPAA Collaborative and/or DHS, and may not be submitting production-ready claims transactions. Review Test 5010 Batch Transactions on the 5010/D.0 Compliance page.

    2. When will my PDF RA appear in my MN-ITS mailbox.
    RAs appear in the MN-ITS mailbox on the Thursday following the billing cycle. If you submitted claims through MN-ITS, ITS and/or on paper, your RA should appear in your mailbox at this time. If it does not appear by this time:

  • • Check your “Messages” folder in your MN-ITS mailbox to determine if you received a message about a delay in distribution of RAs.
  • • Contact the Provider Call Center at 651-431-2700 or 1-800-366-5411.

  • 3. I can’t open or retrieve my PDF RA file.
    You may need a more current version of a PDF reader program installed on your PC or you may need to change the program’s preferences.

    4. My PDF RA file is appearing as scrambled lines.
    Open any RA on the computer screen. Then go to the top under “Edit,” then at the bottom, click “Preferences,” and then on the left side of the screen, make sure “Page Display” is highlighted. In the middle of the page, make sure that “Use Greek Text Below” is UNCHECKED. Click “OK” and this should resolve the issue.

    5. I want to direct my RA to the mailbox of another provider/biller.
    That other provider/biller must be registered for MN-ITS. Refer to MN–ITS DDE & X12 Transactions on the 5010/D.0 Compliance page.

    6. I want to change my RA from NSF to X12 835.
    Contact the Provider Call Center at 651-431-2700 or 1-800-366-5411.

    User Administration Error

    1. I am getting a “User Administration” error.
    Primary and Secondary MN–ITS Administrators:

    MHCP advises these workarounds to resolve errors occurring while navigating, modifying or saving any changes made to a MN–ITS user account.

    We recommend using the Firefox web browser if available. Firefox users are reporting less Administrator errors than those with Internet Explorer.

    If using Internet Explorer (IE), try the following:

  • • Delete Cookies/Temporary Files
  • • Override automatic cookie handling

  • Follow the steps below to delete cookies/temporary files and override automatic cookie handling:

    1. From IE 8 menu, select:

    >Tools

    >Internet Options

    2. On the General tab under Browsing history, select the Delete button.

    3. Check the boxes or Temporary Internet files and Cookies.

    4. Click the Delete button.

    5. Click the OK. This action deletes all the local temporary and cookie files.

    This graphic displays a picture of the pop up menus that will display on the computer when a person is deleting their cookies or temporary files.


    6. From IE 8 menu (Internet Explorer), select:

    >Tools

    >Internet Options

    7. On the Privacy tab select the Advanced button.

    8. Check the box Override automatic cookie handling.

    9. Click the OK button.

    10. Click the OK button to exit the Internet Options menu.

    This graphic displays a picture of the pop up menus that display on the computer when the user is following the steps  to set up an automatice override of their cookie handling options.

    This graphic shows the pop up that will display while continuing to override automatic cookie handling.

    11. Close any other open IE browser sessions and open a new one.

    12. Login to MN–ITS and try again.


    If either of the above fails to resolve the error, try another Web Browser other than Internet Explorer (Firefox recommended).

    Compatibility View Settings (Internet Explorer 10)

    Setting the Compatibility View Settings in Internet Explorer 10 helps to resolve the MN–ITS optimization issues for both Windows 7 and Windows 8.

    Use this resolution if you have either of the following issues:

  • • The mailbox optimizer dialogue box continually runs upon login
  • • You are unable to view or access your MN–ITS menu options in the left menu, after you log into your MN–ITS account

  • *Note – Some users may or may not see the optimization window (below) when experiencing this issue.

    DHS image


    From the MN–ITS log-in page, follow these steps to set compatibility view:

    Windows 8 Users

  • 1. Find the wrench icon in the lower right corner of the browser window
  • 2. Left click on the wrench
  • 3. Select “View on the desktop”(this changes the view of IE 10)
  • 4. Continue by following the instructions under Windows 7 users
  • Graphic with arrow pointing to "View on the desktop" and the wrench

    Windows 7 Users

    1.

    While viewing the MN–ITS log-in page, select Tools from Menu bar.

    Menu bar with arrow pointing to Tools


    If the menu bar is not visible, hold the ALT key and press the T key. This will open the Tools menu.

    2.

    Select Compatibility View Settings from the dropdown menu.

    Graphic with arrows pointing to Tools and Compatability View Settings

    3.

    The “Add this website:” text box will show: state.mn.us. Follow these steps:

  • A. Select the Add button
  • B. “state.mn.us” is added to the box below
  • C. Select Close to close the window
  • DHS image

    4.

    Log in to MN–ITS at https://mn-its.dhs.state.mn.us. You will find the compatibility issue is resolved.


    Virtual Desktop Users

    Some virtual desktop internet browsers may be incompatible with MN–ITS. If some MN–ITS functions, such as action buttons, are not appearing correctly while you are using a virtual desktop environment, contact your IT staff to get a different internet browser or a browser version that is compatible with MN–ITS.

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    © 2017 Minnesota Department of Human Services Updated: 9/30/13 2:17 PM | Accessibility | Terms/Policy | Contact DHS | Top of Page | Updated: 9/30/13 2:17 PM