Question:

How to check why the Second or Third Acknowledgement is not being received from the Health Authority in Vault RIM Publishing? 

Answer:

If Acknowledgements are not being received from the Health Authority after the successful transmission of a submission in Vault RIM, there are a few things that can cause this.

1. If it is the first Submission being sent to this Health Authority, it is possible that the Username and Password needed to authenticate was not provided to the Health Authority.  There is a section on the gateway set-up document stating to provide this, but if this was not done, please contact the Health Authority to update them.  
   
   
2. Check to see if the username and password provided to the Health Authority has attempted a login since the submission was transmitted. This can be accessed by going to Admin > Logs > Login Audit History.
   • Check the log to see if there was a login attempt a little after transmission.  If there was a login attempt, check the Status column to see the reason for failure. If it did fail, likely the issue is that the password the Health Authority has is incorrect or expired. 
     
     
3. Log into Vault RIM using the Username and Password sent to the Health Authority to reply with Acknowledgements. If the Username and password are set up correctly, then a Page Not Found message will appear.  The Page Not Found message is generated because the login in question would not have access to anything in the web interface. 
   
   
4. If logging in with the Username and Password is unsuccessful, then this would be the cause of the issue.  Reset the password, then contact the Health Authority with the updated information. To ensure that the password does not expire, the Security Policy associated with the Username should not have a password expiration period. To check this, take the following steps:
   • Go to Admin > Users and Groups and search for the username.
   • Check what the user's Security Policy is.
   • Go to Admin > Settings > Security Policies 
   • Click into that Security Policy and confirm Password Expiration is set to No Expiration:
     
     
5. If the above is correct, reach out to the Health Authority in question and confirm they received the Submission.  Ask if they are aware of any issues with sending the Acknowledgements. When doing so, include the Vault AS2 URL from the Gateway Profiles section of Vault, as well as the Username and Password to use.  This will help to speed along the process of resolving the issue.

Once the Health Authority has the correct information in their system, they should be able to send Acknowledgements successfully. 

Related Documentation:

Vault Gateway Help Documentation: 

• Configuring Gateway Integration (RIM)  
• Configuring Password Security Policies