PMP Gateway communicates through many servers, internal and external to Bamboo Health, to provide the service you need. This involves all of the servers working together to complete your request. Occasionally, issues may occur at any one of these points.
To help resolve your issue, please see the "I'm experiencing an error" section of this help center, where you can find more details on identifying the specific error you're seeing and next steps for troubleshooting. Common examples are also provided below.
For example:
- A provider's credentials passed from the EHR may not match the providers credentials on the account, or enough common identifiers may not be on either the provider's profile in the EHR or on the provider's PDMP account.
- A provider's role may not be allowed to access Gateway for a given state, or the role being passed from the EHR may not be correct
- A request may receive an error directly from the Gateway service, ex. 400 Bad Request, 401 Unauthorized, 503 Service Unavailable, etc. These can vary greatly and can indicate an issue with the request the entity submitted to Gateway, the credentials the entity is using, or an issue on the Gateway side itself.
- See: Gateway Connection Error Definitions for more details on these types of errors.