*****RESOLVED***** Auto Pay and Roll Issue in OrthoTrac v15.3 Hosted Environment 4/19/2023

[paul_snyder]

*****RESOLVED*****

Over the weekend of April 14-15, an OrthoTrac v15.3.0.33 update was deployed in the hosted environment. We are aware that this update has impacted the following functionalities of your platform:  

• Temporally disabled Auto Pay   
• Prevented the Roll /Auto Roll process from running 
• Grayed out eClaims options for some clients 

The Sensei R&D team is aware of the issues and is currently addressing them. We are expediting the resolution and anticipate the deployment of a new update v15.3.0.34 in the hosted environment between April 24 and April 25.  

Thank you for your patience, and we apologize for any inconvenience this has caused.   

In the interim, we do have a temporary work-around.  The steps are below:

Workaround:

1. From Main menu of OrthoTrac select Function> Patient Chart>Financial Functions
2. Open any Patient with existing Auto Payments
3. Select  Adjustments ( Eraser icon)
4. Select Transfer adjustment type.  This activates the Auto Payments Icon
5. Click Auto Payments.  This will open the Auto payments Card window  for any patient with exisitng Auto Payments and allow them to make modifications.

[paul_snyder]

As of 4/25/23 7:40am EST, all issues have been resolved. 

We sincerely appreciate everyone's patience as we worked through it.

[pgrortho]

We have called 3 times since Monday when this issue was discovered.  We were told to stop calling and that we would be notified when the issue is resolved.  Our company has heard nothing.  I had to come here to find out information.  This is completely unacceptable and unprofessional!  CS messed up, and it is affecting our daily business.  CS should be communicating with all companies affected directly DAILY on the status of what is going on.  DO BETTER!

[Swanky1]

HI- its almost 4pm EST on 4/19/23 and this issue still hasn't been resolved. 

What is the timeframe for fixing this? Can we go back to the old version until the bugs are worked out? There's also a new Procedure code added: W99 that no one had before apparently. 

[paul_snyder]

Over the weekend of April 14-15, an OrthoTrac v15.3.0.33 update was deployed in the hosted environment. We are aware that this update has impacted the following functionalities of your platform:  

• Temporally disabled Auto Pay   
• Prevented the Roll /Auto Roll process from running 
• Grayed out eClaims options for some clients 

The Sensei R&D team is aware of the issues and is currently addressing them. We are expediting the resolution and anticipate the deployment of a new update v15.3.0.34 in the hosted environment between April 24 and April 25.  

Thank you for your patience, and we apologize for any inconvenience this has caused.   

[Swanky1]

So if there are autopays that process and patient's want us to change the current autopay to a new one & we cannot- is Orthotrac going to refund the patient their money?? This is a HUGE issue to not be able to access autopays.  It is unnacceptable that the recommendation is "do not process autopays until its fixed." Most office do not keep the account information on hand as the reason we use a secure platform (Orthotrac) is so we are in compliance. How do you expect offices to have deposits come in if they operate solely on autopay bases- and the function is not able to be utilized properly?? Expediting should be done to have it resolved by 4/20/23 not another week of functions not working properly. If the Roll isn't fixed by the end of the month this will mess up our reporting...the whole purpose of using Orthotrac is for the tracking capabilities!

[paul_snyder]

Good Day,
We will have a technician reach out to you ASAP this morning to discuss a possible work-around.  Thank you for your continued patience.   

[BrittW]

So everything is going to stay the same until April 24th or 25th? We will continue to have no access until then?? Unacceptable

[paul_snyder]

In the interim, we do have a temporary work-around.  The steps are below:

Workaround:

1. From Main menu of OrthoTrac select Function> Patient Chart>Financial Functions
2. Open any Patient with existing Auto Payments
3. Select  Adjustments ( Eraser icon)
4. Select Transfer adjustment type.  This activates the Auto Payments Icon
5. Click Auto Payments.  This will open the Auto payments Card window  for any patient with exisitng Auto Payments and allow them to make modifications.

[Swanky1]

We received an email with a workaround from someone at OT: 

There will be an emergency fix deployed over the weekend to resolve the Auto Payment issue.  Below are the steps for a workaround to access the Auto Payment window to make modifications to existing Auto Payments in the meantime:

1. From Main menu of OrthoTrac select Function> Patient Chart>Financial Functions

1. Open any Patient with existing Auto Payments

1. Select  Adjustments ( Eraser icon)

1. Select Transfer adjustment type.  This activates the Auto Payments Icon

1. Click Auto Payments Icon.  This will open the Auto payments Card window  for any patient with existing Auto Payments and allow them to make modifications.
2. Once changes are saved, you can proceed with processing Auto Payments as normal.

(hope this helps your office).

[paul_snyder]

Good Day, 
Please provide a contact phone number and we will have a technician reach out to discuss a possible work-around.  Thank you for your continued patience.