Troubleshooting Tips
Cannot Create Order – IVLS# missing
When the IVLS number does not appear for the user, the issue in all cases, is one of three things:
- The VetConnect credentials typed into the Clinic HQ settings are incorrect or have since been updated. – Please review in Settings > Idexx Setup
- The station is not linked to the VetConnect account/the credentials used in HQ settings. – Contact Idexx Support
- The station’s settings are not configured to receive the communication. – Contact Idexx Support
Invalid Order Error
In rare occasions, clinics will receive the following error when attempting to create an order: “Invalid order, see data for field level details, Lab service is not orderable”
In these cases, the test that is being ordered has been blocked within the clinic’s Idexx account. To unblock all tests from HQ, go to Settings > Integrations > Idexx Setup > Unblock All Tests.
Manually Checking for Completed Test Results
If you see that test result have been completed in your VetConnect Plus account, but the results have not pulled into HQ, you can manually check for completed test results. To Manually Check Status, go into the patient’s appointment under the Idexx tab.
For test results to be able to pull back into HQ, they must be run under the same Order# that was created through HQ. If the test results are now under a new order number, this feature will not work.
Getting on a call with IDEXX
Occasionally, clinics will ask us to get on a call with IDEXX. Unfortunately, that’s outside the scope of the service we provide. The input into HQ is very limited. You simply input your credentials into Settings > Idexx Setup.
There is nothing to be gained by us here at HQ to get on a call with IDEXX. If, after speaking with your IDEXX representative, you are still having issues. Please reach out to Christopher Stuebing at christopher-struebing@idexx.com.
Invalid Order Error
In rare occasions, clinics will receive the following error when attempting to create an order: “Invalid order, see data for field level details, Lab service is not orderable”
In these cases, the test that is being ordered has been blocked within the clinic’s Idexx account. To unblock all tests from HQ, go to Settings > Integrations > Idexx Setup > Unblock All Tests.
