Troubleshooting
Unable to Create Case Note against some Note Contact Types
An issue can sometimes be encountered, where case notes are unable to be created against some Note Contact Types. This is known to currently result from one or more space characters prepended or appended to the Note Contact Type's name. Please see ...
Careview Help Centre
Welcome to the Careview Help Centre, where you will have access to find the answer you are looking for, in the following resources at anytime from within the Careview web application. Help Articles FAQ’s User Guides Release Notes How to access the ...
Understanding your Subscription
This article explains how the Careview subscription tiers are calculated. When your Organisation moves up or down a subscription tier, you are prorated based on when the subscription tier changed in your monthly billing cycle. If you change tiers ...
How to Raise a $0 value invoice
Enter the invoice using QTY or HOURS as 00.01 and the rate for the support item as 00.001. This will give the invoice value as $0. This will allow you to record the information against the Service Contract without a cost.
How to Save to a CSV file on Apple Mac
If you are using an Apple computer there will be an extra step when trying to save the CSV file. When you download from Careview it will open into a program called "Numbers". Use the below steps to ensure it gets exported into the correct format for ...
Download NDIS Claim Validation
Download NDIS Claim Validation The following system change has been introduced to alert the User performing a Download NDIS Claim, that another user has cancelled an invoice in another session at the time of Confirming they wish to Create the ...
Remittances not sending
For remittances to generate once an invoice is marked as paid. The ABA File Generation will need to be enabled. Note: If your organisation doesn't pay via an ABA file the download can be ignored. To enabled your ABA file please follow the ...
Benefits of Regularly Rebooting Your Computer
Benefits of Regularly Rebooting Your Computer There are a number of things that happen during a reboot that help “reset” multiple items inside a computer. Here are some of the reasons that restarting your computer at least once a week is going to ...
Unable to Open Attachments in Careview
Where you are having issues with opening certain attachments you have saved in Case Notes for example Email attachments. Please follow these steps and ensure that the file type for .eml and .msg default application is set to open in Outlook under ...
Drag & Drop File Attachments not working in Microsoft Edge
Please be advised there is a known issue with Windows 10, where if you are not using the latest version of the Microsoft Edge Internet Browser you will be unable to drag and drop file attachments. Please either upgrade to the following version of ...
Why can't I drag and drop an attachment?
When you can drag and drop the file to attach a document anywhere in Careview. You need to ensure that the Move box is positioned inside the Attachment area, before you release, as pictured below.
Proda Error: File Identifier already exists
Please see below solution, if you receive the following error, whilst uploading your Claim file in Proda. Error Message File Identifier [FILE NAME] already exists in the system, please choose another ID. Solution You will receive this error if ...
Can I create Plan Management monthly invoices?
You can generate your own monthly PM Invoices from the Invoice Entry screen.
Participant not receiving their Careview Monthly Statement or Advantage email etc to their Hotmail, Outlook, Yahoo etc.
More often than not, the email is delivered successfully to the Hotmail etc Server, but due to Junk Mail settings, the email will be blacklisted automatically. Please forward one of the following instructions dependent on the Mail Service used, to ...
Download Processing Error for MYOB & NDIS CLAIM
Where you receive the following error, when downloading the MYOB Extract and NDIS Claim File, please correct the following; Error Message 1. Click on the Settings icon. 2. Under Integration, click on MYOB Extracts. 3. The MYOB Extract ...
Where can I store documents in Careview?
Dependent on the type of document, there are several places you can attach files within Careview. Please refer to the following functions that allow you to attach a Document at time of creation or via the Edit function. Client Profile - click on ...
Can't Open PDF's within my Browser
Unfortunately the Adobe Plugin that allows the user to open PDF's within the browser is no longer supported in Chrome and Firefox Browsers, see link below. ...
Task Master Status Explained
When you assign the status of Task Master to a Careview User, they can: Create Tasks for other Careview Users. View and edit Tasks created for any Careview User from the Task Console. Reassign Tasks to any Careview User.
What do the codes stand for in the NDIS bulk payment cancellation reasons?
NSDH: No show due to health reasons. NSDF: No show due to family issues. NSDT: No show due to unavailability of transport. NSDO: Other
What to do if you have entered a Case Note against the wrong client?
The only way to fix this, is to take note of the details in the Case Note (maybe take a screenshot), delete it, then recreate the Case Note under the correct Client.
How to claim for No Face to Face?
Plan Management and Service Provider clients can select NF2F as the Claim Type when adding a new invoice line in the Invoice Entry screen as per the screenshot example below.
We still don’t have any clients under the Support Coordination menu.
In order for a client to appear under the Support Coordination client list so that you can start adding Case Notes you need to the following 3 things: Client Service Type must contain Support Coordination Client. You must allocate the Primary Support ...
Can I upload an invoice after I have entered the invoice into Careview?
Yes, you can upload an invoice once its been entered into Careview. Open the Invoice entry screen and click on the View Icon, which is the 'eye' icon. Once the Invoice screen opens, click on the Add option under Attachment.
Why can't I invoice against consumables for a participant.
The reason you can't invoice against Consumables for a participant is due to the Service Contract not having the Consumables category budget. If you click New in the Plan Budget table, you can add Consumables as well as the budget amount. When you ...
How many files can be attached to a Case Note?
There is a limit of 3 files that can be attached to a Case Note at a time when creating the case note. Edit a Case Note to add multiple attachments. There is however a file size limit of 10MB per file attached to the Case Note.
Unable to move clients to the Support Coordinator's case load.
Make sure the Service Type field on the Client Profile includes Support Coordination Client.
I get a portal error message when I load my file into the NDIS portal.
The error message in an indication that the date formats have been changed. Is there any chance you opened the Claim CSV file in Excel prior to uploading it into Proda? When Careview creates the Claim CSV file, it sets the date format as YYYY-MM-DD ...
Merge Duplicate Service Provider Companies
Use the following steps to merge a duplicate Service Provider company record. 1. Click on Resources from the Main Menu, and click to choose Service Providers. 2. The Service Provider screen displays a list of existing service providers. ...
How is the Projected End Date calculated in the Client Coordination Profile screen?
The Projected end date is calculated based on what services have been delivered, so for every case note entered, it will recalculate accordingly.
How to Delete a Client?
It is best practice to make a Client Inactive , the only circumstances you would actually delete a client, is where you have only recorded their basic details in the system e.g. Name and contact details. Because once you delete them in the Careview ...
I supervise a number of contract support co-ordinator’s, how can I verify the coordinators billing hours are correct?
The hours your Support Coordinators are billing for, are recorded in the Case Notes against each of their Clients Profile, in order to retrieve this information, you simply need to run a CoS Case Note report. Please refer to the FAQ - How to run a ...
After importing my aba file into my Banking System, it has returned an error message “This file exceeds the number of payees allowed. Reduce the number of payees before importing the file.”
As this limit is set by your Banking System, you will need to contact your Bank to request they increase the number of payees allowed. In order to create another ABA file to import into your Banking System, please refer to the Article on Re-generate ...
Unable to see a Client under the Support Coordination Client List
There are a few reasons a Client may not be appearing under the Support Coordination Client List. 1. Where a client's Service Contract is Inactive, the Client will no longer appear. A new Service Contract will need to be created on the Client ...
Careview Compatible Web Browsers
Make sure that cookies and JavaScript are enabled in your browser. If cookies aren't enabled in your browser, you'll need to accept them when you log in. You'll only have to do this once for this browser (unless your computer is on a company network ...
In the participant case notes there are a lot showing as processed but not extracted.
Check that the participants case notes have been crated as non-billable. When a case note is created as non-billable, the status will be processed. Non-billable case notes are ignored by the NDIS Claim and CoS Invoicing processes.You can see the ones ...
The total allocation in my participants profile is incorrect.
Make sure the Exclude From Service Contract Allocation Totals on the Service Support is checked. You'll also need to make sure you add the participant's NDIS Number. You can do that by opening the Client Profile and clicking Edit.
Rounding Invoices in Careview
PRODA rounds up, so the Careview App needs to round up as well. The impact for all of the Plan Managers could be substantial if we started rounding down. Various accounting packages may round down - they're not specifically designed for PRODA like ...
Tasks are automatically assigned to me and it can’t be changed but needs to be, can these be assigned to providers or carers also?
We've built the Task Management to enable Careview clients to coordinate tasks within their respective internal teams. We may look at extending it in the future to include Providers or even Clients but that's not part of our short term development ...
We still don’t have any clients under the Support Coordination menu.
In order for a client to appear under the Support Coordination client list so that you can start adding Case Notes you need to the following 3 things: Client Service Type must contain Support Coordination Client. You must allocate the Primary Support ...
Is there is any way that we can allocate the statements to go out on different dates for each participant?
Currently no, the automated statements all go out on the same day of the month. You could manually send them though from the Service Contract.
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