If you are experiencing issues signing prescriptions in DrFirst, this article walks you through the most common causes, how to resolve them, and when to contact Rula for additional support.
Common Issues
You may be experiencing issues signing prescriptions in DrFirst if:
- The “Sign” button is grayed out
- You receive an identity verification error
- You are repeatedly prompted for authentication
- The prescription fails to transmit after signing
- You see an EPCS or token-related error message
- “Something went wrong: DrFirst Patient chart error. Try again or troubleshooting steps.”
- We are extremely sorry, but Prescription XXXXXXXXXXX could not be signed and sent at this time (Error Code: 202-06-1018). Please contact your system administrator.
Before You Start Troubleshooting
Please confirm the following:
- You are enrolled in EPCS (Electronic Prescribing of Controlled Substances)
- Your identity verification token or authentication method is active
- Your medical license and DEA registration are current and not expired
- You are using a supported browser
- You have a stable internet connection
- If all of the above are confirmed and you are still experiencing issues, review the troubleshooting steps below.
Troubleshooting Steps
Step 1: Check Your EPCS Authentication Method
DrFirst requires two-factor authentication for controlled substance prescriptions.
- Confirm your token app (such as VIP Access or Imprivata) is installed and working
- Ensure the token code is entered correctly and has not expired
- If using a hard token, confirm it is functioning and synced
- If your token is lost, expired, or not working, you may need to complete identity reproofing.
Step 2: Verify Your DEA and License Information
Prescription signing can fail if:
- Your DEA number is expired
- Your medical license is expired
- Your credentials do not match what is registered in DrFirst
If recently renewed, updates may need to be revalidated in the system.
Step 3: Clear Browser Cache and Restart
Sometimes signing issues are session-related. Using Chrome is recommended unless otherwise instructed.
- Log out of the EHR completely
- Close your browser
- Clear your browser cache
- Reopen the browser and log back in
Step 4: Disable Pop-Up Blockers
DrFirst authentication windows may be blocked by pop-up settings.
- Ensure pop-ups are allowed for your EHR platform
- Temporarily disable browser extensions that may interfere
Step 5: Confirm EPCS Enrollment Status
- If you recently changed devices, phones, or authentication apps, your EPCS setup may need to be reconfigured.
- If you see errors related to identity proofing or registration, contact support for assistance with re-enrollment.
Step 6: Check for Patient Demographic/ Provisioning issues
If you can send prescriptions for most patients but cannot send or access prescriptions for one specific patient, the issue may be related to the patient’s account information rather than your authentication or enrollment status.
Common Signs this is a patient data issue:
- This only really happens with one patient
- The patient does not load in DrFirst
- Medication history does not appear
- “Something went wrong: DrFirst Patient chart error. Try again or troubleshooting steps.”
- We are extremely sorry, but Prescription XXXXXXXXXXX could not be signed and sent at this time (Error Code: 202-06-1018). Please contact your system administrator.
Why this happens: DrFirst requires patient demographic information to follow strict formatting rules. Small formatting differences can prevent the patient record from syncing properly.
- Missing Zip code
- Incomplete address
- Special characters in patient’s name ((apostrophes, hyphens, accents)
- Support can review the patients profile and ensure it is properly synced.
Contacting DrFirst Support for PDMP Issues
If your issue is related specifically to PDMP (Prescription Drug Monitoring Program) access within DrFirst. You may need to contact DrFirst Support directly.
Examples of PDMP-related issues DrFirst can assist with:
- Unable to access PDMP reports
- PDMP button missing or not loading
- Errors when attempting to run a PDMP query
- State-specific PDMP authentication failures
How to contact DrFirst Support
- Visit the DrFirst help center: https://help.drfirst.com/hc/en-us
- From there, you can: Submit a support request, Start a chat, Access PDMP setup and troubleshooting guides
- When contacting DrFirst, be prepared to provide:
- Your full name
- Practice name
- State where you are attempting to access PDMP
- The exact error message you are receiving
- A screenshot, if possible
- Providing detailed information will help expedite the resolution
When to Contact Support
Please reach out to Support if:
- You receive repeated EPCS authentication failures
- You are locked out after multiple attempts
- Your token is permanently unavailable
- You see a system error message that does not resolve after troubleshooting
When contacting Support, please include the following to help resolve the issue more quickly:
- The exact error message
- Whether the prescription was controlled or non-controlled
- The browser you are using
- A screenshot, if possible
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