Script Signing Issues
EMGuidance Scripts are secured with an AES digital certificate and 2FA/OTP. Failed scripts stay COMPLETE; you must manually re-sign or cancel/recreate recurrent scripts. If issues occur, refresh the web, check your time zone, or relink your AES/reset 2FA.
- EMGuidance Scripts are authorised and signed using the prescriber’s digital certificate provided by TrustFactory.
- Two-factor authentication (2FA) is used to enhance security. When you prepare to sign a prescription, you are prompted to enter a One-Time Pin (OTP) from your 2FA application.
- The digital certificate details are securely encrypted onto the prescription PDF.
- For the next 12 hours after an initial OTP, prescriptions can be signed using a passcode before another OTP is required.
- On the app, biometric authentication offers additional convenience between OTP entries.
- The Advanced Electronic Signature (AES) ensures that the signed prescription PDF meets legal requirements and is recognised as the original prescription.
- If an issue occurs during script signing, the script remains in a COMPLETE status and does not progress to SIGNED status. Notifications to the patient and pharmacy are not sent.
- For standard (non-recurrent) prescriptions, resolve this by accessing the patient’s history, finding the script with status "COMPLETE," and signing and sending it.
- For issues with scripts in a recurrent sequence:
- Go to the patient’s script history and identify the relevant recurrent script group.
- Cancel only the specific script codes affected and any future scripts in the sequence—do not cancel all scripts in the group.
- Avoid cancelling script codes that were already used at a pharmacy, as this would prevent pharmacies from accessing the original script for audit purposes.
- Once the affected scripts are managed, create a new recurrent script for the patient’s next prescription cycle, ensuring the start date is within the upcoming month. This keeps the script valid for use at the pharmacy.
- For troubleshooting script signing via web:
- If you encounter a loading icon or delays on "Sign and Send," close the browser tab.
- Reopen emguidance.com and refresh the page (press CMD+R on Mac or CTRL+R on Windows) to ensure the latest version.
- Try signing and sending the script again.
- If you receive an error when entering the OTP, please ensure your device’s date and time settings are accurate and set to the correct time zone.
- If the issue persists, you may reset your 2FA by clicking here and following the prompts, or re-enrol your 2FA as a new device through TrustFactory.
- Click here to request your backup code from TrustFactory.
- When experiencing AES signing issues, relink your AES certificate, sign out of EMGuidance and then sign back in.
- For patient support, kindly please click here.