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Current Dev Ticket Urgent Issues
6-2-25 Issue with Alivi and On My Way on API.
seems that On My Way is not working, and causing issues with Alivi and getting trip data from API. Dev team working on issue. There was a separate issue on API with Alivi, but that was resolved, this seems to be separate issue.
6-25-25 MediTrans API issue on Missing webhooks.
If Meditrans client had 502 error on webhooks are under integrations tab, or NO Novus web hooks on the Trip History, then there is a good chance it will Stop Web hooks, if too many happen in a small timeframe. The webhook that shows error:
If you see no webhooks with Novus, and just these webhooks:
https://mr-webhooks.azurewebsites.net/api/webhook/xxxxx then web hooks are missing, and MediTrans IT dept needs to resubscribe to them.
Should look like this with Novus
Like this above, then issue is web hooks have stopped and MediTrans needs to refresh webhook status, on MediTrans side. at this point, no web hooks firing, so no trip data is sent over,
5-7-25 MTM api and error on Primary Phone missing, causes 400 error on trip creation from MTM API. MTM SYNC works, but not API. Dev team working on solution.
BROKER SPECIFIC: Current Issues
5-19-25 ModivCare API Ride Receipt issue, change and update made to all companies, btu some clients still need Ride Receipt setting to False, if N/A.
MTM:
MTM SYNC Error Message:
If MTM Sync get error message, most likely issue with Missing Time (date of trip) on Sync. See screen shot. No times listed on either Pick up or Appt time, and Date is used for Trip Date, so no time, no date, thus Error. CSV trip File is best back up at this point.
MTM: API connections being turned off on MTM's side (1st reported: 10/1/2024)
Some MTM customers are having their MTM API connections turned off by MTM for transfer errors. If you see no trips flowing through the API (From HOME, set a date range, and filter for MTM), and if the API is seemingly active in MediRoutes - we may need to contact MTM to double check the status of the API. We have taken multiple reports of customers being turned off without them being made aware.
- SOLUTION: Escalate a case to Tier3 for MTM contact, or have customer contact MTM technical support directly to investigate their API connection status.
VERIDA:
VERIDA: "Verida Trips Submission Error: "There was an error: Value cannot be null. Parameter name: uriString"
The cause of this issue is that the API has been deactivated on Verida's end for lack of use. 2 instances of this indicated 2+ months of non-usage.
- SOLUTION: Escalate cases of this to Tier3 for Verida contact and API reconnection.
Meditrans change from old Web Portal to New Portal (Novus)
MediTrans changed from old Web Portal ( Salesforce) to a new Web Portal ( Novus) and with change, there could be old trips still in the system since MediTrans could create trips 30 days out in advance, with old Autho number ( large, guid like value). The new Web portal has trip/autho number that are just Numbers (example : 152485). if there are Duplicate trips, go ahead and remove, cancel the olde portal trips, since they are pointing to old inactive web portal, ad nothing will happen to trips.
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RaNd0m Issues:
Web Dispatch current issue 5-13-25:
- Vehicle not showing on map view.
Schedule Trips Tab usage for same day trips will sometimes cause trips to randomly change RUNS:
DO NOT USE TRIPS TAB FOR SAME DAY CHANGES.
Same day trip changes should always be done on dispatch tab.
- SOLUTION: DO NOT USE TRIPS TAB FOR SAME DAY CHANGES. Manually unschedule and reschedule trips, and manually re-perform trips if needed. Many brokers will be sent the trip information in real time, so it's possible performed trips will be fine in respect to the broker/billing.
LOGIN Issues: When trying to login to MR desktop, it just spins and doesn't log you in:
Issue: We've seen a few causes of this, including:
Resource issues. If you start to see multiple clients having issue signing in, gather SV and Client ID to help identify issue. Could be global issue as well. Gather info and share with Level 3, and team. Post this into Support Chat and/or Training & Support for investigation.
Regional settings being set to outside of the Unites States, using foreign language / keyboard / date format settings may cause issues with Loading MediRoutes. SOLUTION: Set regional settings and all localization setting to USA & English standard on PC.
Time Synchronization Issues: The time being off even a little bit can cause issues, for desktop to load, or Login. SOLUTION: Sync date & time and verify date is set to the time of the local company data file. (For example: Set to CST and the right date, if the user is in the Philippines)
Global AZURE outage reasons check downdetector.com: We need to investigate these urgently as they begin happening: is this happening on multiple customers, is this specific to a specific server or region of the Unites States? If an outage is suspected reach out to Support and/or DEV groups and then post to Training & Support Chat for greater visibility. Depending on the severity of the issue, posting to Standup Chat may also be a good call.
Passenger address data is being swapped on trip file import. Patient A should be on the trip, but the trip actually represents the data for patient B. Reason, could be many, but CustId swapping is one, change to master client and name changes on the record after trip created, Merged clients, etc. In the background, the CustId is being swapped for the specific passenger on the trip. Rare. once a year some time, and mostly caused by User error.
- SOLUTION: We have a backend process that allows us to swap these CustId back, but it requires a special tool. Please ESCALATE cases of this happening to Tier3 Support for assistance .
When Adding Rates, when using Time parameters, will not save after 1st one put in. Known issue, when entering in rates, on screen when entering in Times ( from and to ), will save on first one, will not save after Add Below used on tool.
- SOLUTION: You will need to manually entering in 1 new rate item at a time and saving each item with using the time saving added, then Hit DONE Adding, and repeat.
Unable to inactivate or edit employee records (usernames) when the record contains badly formatted data. When usernames contain spaces or leading or trailing spaces, you will not be able to inactivate or edit the employee record (username) from within the desktop/user and roles in Web.
- SOLUTION: You/Support can go to Mediroutes.com client list, employee section, and make inactivate.
Users and Roles Tab in MR Desktop: <Mostly an internal issue> When opening multiple Desktop for Different company records, user and roles web view will show previous user and roles from First desktop on 2nd desktop user and roles tab. This problem specifically affects the Users and Roles tab, and is limited to Desktop. MediRoutes Support reps, and other Internal employees will see this issue the most, since Very few Clients have 2 x Company Database account to sign into. SO internal only.
- SOLUTION: Close out of desktop, wait a few moments, and log back in. Clear Cache on EDGE and Other Web Browsers. In extreme cases you may need to reboot your PC. You can mostly avoid this issue if you close out of MR desktop when it's no longer needed, wait a minute, and then log back in under the new company file. Or not be logged into 2 x Desktop from Different Company accounts at same time.
MOBILE APP Issues:
Mobile app Always on Location setting: If issue with performing trips, and pop up message shows about Location Permissions, and Always on setting, the issue is the Location permission for the App are NOT set to Always On setting. Must be set to Always on, for proper usage of App.
-Solution change location permission settings to Always on.
Mobile phones crashes when trying to login or load RUN/VEHICLE: We've seen this happen on phones with limited storage/Memory space.
- SOLUTION: Clearing out unused apps and/or videos/photos, essentially clearing up some space, allows people to use the application again.
Timekeeping popup after Finish Shift will only show for the first completed shift: If a driver completes a shift, begins another shift, and ends that second shift, the usual popup telling them their totals will not display. This will only be an issue for drivers who clock out and in for more than one shift in the same day.
- SOLUTION: Currently a dev ticket, so not completely solved, but we can suggest workarounds. If drivers are using Finish Shift to clock out for breaks, recommend company use scheduled breaks or that drivers use Start Break and End Break buttons. If that does not apply, then they can still see totals on the Timekeeping section of their mobile pull out menu until issue is resolved.