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ERA Auto-Post Process has not posted payments for one or more EFT/Checks

Rocio Flores
Updated

Summary:  Denticon is currently experiencing a known issue with the DXC interface. When large volumes of data are pulled at once, the ERA download process may time out. As a result, some ERA files do not successfully reach the Denticon database.
Our engineering team is actively collaborating with DXC to identify the root cause and implement a permanent fix. In the meantime, please use the temporary workaround outlined below.

 

Title: DXC ERA EFT/Checks Download Timeout Issue – Temporary Workaround 

Background Information:

  • ERA Retrieval Frequency: Denticon retrieves ERA files from DXC every 2 hours throughout the day.
  • Auto‑Post Schedule: Payment auto‑posting occurs once daily at 1:00 AM Pacific Time.
  • DXC Processed folder: When an ERA EFT/Check appears in the Processed folder at DXC, it means Denticon has attempted to download it.
    • Due to the current timeout issue, some files may appear processed at DXC but never reach our database.
  • EOB Claim Reconcile Report:
    • Lists all processed payments based on the date range selected
    • Indicates whether they were auto‑posted
    • Provides the reason if they were not posted

Temporary Workaround Checklist

Use this checklist to determine whether manual re‑queuing is needed:

  1. Is the ERA EFT/Check in question located in the Processed folder at DXC?
  2. Do the payments appear in the EOB Reconcile Report?
  3. Is it past the payment’s Pay Date?

If the answers to the questions above are: Yes → No → Yes, then follow these steps:

  1. Move the ERA EFT/Check(s) back to the Unprocessed folder in DXC.
    • This will re-queue the file(s) for Denticon to download during the next scan cycle.
  2. Wait until the next day for payments to process.
    • They should then appear in the EOB Reconcile Report.
  3. If the payments still do not appear, please open a Zendesk ticket with Denticon Support.
    • Include the following details:
      • EFT/Check Number(s)
      • Date you moved the file back to the Unprocessed folder

We sincerely apologize for the inconvenience this issue may be causing your organization. Thank you for your patience and cooperation as we work toward a permanent resolution.

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