This article has been created to assist patients who may be having difficulty accessing their electronic scripts.
A recent security implementation restricts access to the Ausscripts website from outside of Australia and New Zealand. As a result, if patients are not in these countries, they will not be able to access their e-scripts.
Initial troubleshooting steps
If the patient is in Australia or New Zealand, they should try the following first:
- Clear their web browser's cache and cookies. See How to clear cache and cookies.
- Attempt to access the e-script using a different browser or device.
- Check whether a VPN or firewall maybe be blocking access.
- Check the URL and ensure it is correct.
- If applicable, check with the patient's IT support or internet provider for assistance with any network restrictions.
Escalation options
If there is still no success after reviewing the suggested troubleshooting steps above, then raise the issue with eRx via support@erx.com.au
eRx will need the following in order to troubleshoot further:
- DSPID/SCID.
- IP address of the patient's device trying to access the script.
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If it’s a Cloudflare “blocked” message, then eRx will also need the Ray ID that is shown on the bottom of that web page. (A Ray ID is typically a string of alphanumeric characters, like
230b030023ae2822-SJC). - A summary of the troubleshooting done so far with the patient.