Troubleshooting

Before contacting Shared Health, follow the steps below.

Confirm with the site coordinator or clinic manager that the eHealth_hub services(s) requiring investigation:
- Have been implemented and configured.
- Were fully functional since implementation and prior to receiving the error(s).

Contact your EMR vendor to complete the following checklist:
- Verify that the interop certificate installed at the clinic is current and has not expired.
- Verify that the EMR certificate installed at clinic is current and has not expired.
- Verify that no local issue is causing the error (e.g., network connection, workstation/machine not configured properly, missing current certs, etc.).
- Engage their development team to perform analysis confirming that all configurations are properly set (e.g., using current and valid interop and EMR certificates, correct EMR ID, correct Clinic ID, etc.).

How to report an eHealth_hub delivery issue

If the issue persists after completing all steps listed above, there are two ways to report a delivery issue:

Phone the Shared Health Service Desk at 204-940-8500 or 1-866-999-9698 (toll free in Manitoba).

For lab or DI delivery issues, complete a Delivery Exception Report and email it to the Service Desk at [email protected]. This form is designed to capture information related to either not receiving an electronic result that was ordered by the clinic / provider or receiving an electronic result in error (e.g., patient or provider is not from your clinic).