ePrescribing Troubleshooting

This article provides troubleshooting tips for assessing and resolving common ePrescribing issues in AdvancedMD.

Viewing errors in a prescription

1. Click on the medication you want to view in the patient’s chart.
2. Once in the prescription, scroll down and click Save, Sign and Send.
3. A pop-up will appear to confirm the prescription details. 
4. Hover over the “i” icon next to “Unable to eSend.” This will list what is missing from the prescription or any error messages.
   

Please view the self-serve troubleshooting steps below if you encounter one of the following errors:

• Override Reason Missing
• Pharmacy Missing
• Blank Blue Screen when Prescribing
• Adding Your Supervising Physician’s Name to a Prescription

Override Reason Missing

If two or more prescriptions have a drug interaction, an override reason is required when writing the prescription.

1. Open the Prescription in the patient chart.
2. Scroll down to “Drug Interactions” at the bottom of the prescription.
3. Click on Override Reason to select a reason from the drop-down.

Pharmacy Missing

1. You can find the Pharmacy Select option in a patient's chart in the top left-hand corner where their demographics are.
   
2. There, you can search for pharmacies by type (retail vs mail) and select the patient's preferred pharmacy (the location where prescriptions will default to).

Blank Blue Screen when Prescribing

1. Sign into the EHR.
2. Go to the top right-hand corner and click the gear icon (Customize)
3. Scroll down to Medications and make sure the box in the Chart Card is checked.
   
4. Try to ePrescribe again. You may need to sign out and sign back into the EHR to refresh the settings.

Adding Your Supervising Physician's Name to a Prescription

If your state requires listing your Supervising Physician on prescriptions, please include this information in the Pharmacy Instructions section, instead of the drop-down selection list. This will ensure pharmacies can verify your Supervising Provider.

1. Click on the prescription on the patient chart.
2. Scroll down to the “Pharmacy Instructions” field.
3. Input your Collaborating MD’s name and any required information here.

*Be sure to use ONLY alphanumeric characters, and do not use any special characters. Any commas, dashes, punctuation, symbols, etc., can cause issues with the prescription being filled.

________________________________________________________________________________________

Still having issues? Reach out to our Support Team at psychsupport@rula.com or call us at (302) 966-3020. We're here to help!

Additional Resources:

• How to Submit Prescriptions for Controlled Substances
• Adding Existing Medications to a Patient’s Chart 
• Viewing Prescription Statuses
• Setting Up ePrescribing (EPCS)

Updated March 21, 2025 22:23