Troubleshooting Guide for MAT Orders and Dispensing

This short troubleshooting guide contains a list of possible errors that may occur during MAT dispensing or pump setup. If the suggested steps did not help, or you are running into a different issue, feel free to contact our Support Team.

Error Message	Meaning	Pump Configuration	Resolution
No medication has been associated with the pump	There is no bottle checked out for the pump.	The pump is connected to the workstation in automatic mode.	Check out the medication via the Pump menu. Check out the Start of a Day article.
Insufficient quantity to dispense.  Minimum required: ## mg	There may be a bottle associated with the pump, but there’s not enough left in the bottle to dispense the required amount. ALSO Displays when there is no medication associated with the pump.	The pump is connected to the workstation in either automatic or manual mode.	Change a medication bottle. Or, check out a new medication from the Start of Day tab in the Pump menu. Or, check out a new medication from Inventory (if no pump is connected).
Medication has not been checked out by User Name	Non-liquid medication has not been checked out.	-	Check out non-liquid medication from Inventory.
	Liquid medication has not been checked out.	The pump is connected to the workstation in either automatic or manual mode.	Check out liquid medication from the Start of Day Pump menu.
	Liquid medication has not been checked out.	No pump is connected to the workstation.	Check out liquid medication from the  Inventory. The system allows you to check out a liquid medication through the Inventory by clicking on the medication and selecting open from the drop-down menu.
Please select doses to dispense	Doses are available to dispense but none are selected.	-	Check the boxes next to Doses to Dispense. If Ledger is in use, these doses might be unpaid.
All available doses have already been dispensed	All doses scheduled to be dispensed today were already dispensed. This message prevents the patients from being medicated again from a different window.		If the doses were spilled, wasted, or the medication needs to be returned to inventory (for user error/wrong dose), they can be re-dispensed if they were not taken by the patient.  Otherwise, an Exception Order may be needed to add takeouts to an existing MAT Order.
Pump Konnector is not enabled	There is no Konnector for the pump setup.	-	Check the Liquid Dispensing Pump Konnector status under Settings > Konnectors.
Pump must be primed with medication before “pump action”	The medication was checked out but not primed.	The pump is connected to the workstation in either automatic or manual mode.	Medication should be primed from the Pump menu under the Start of Day tab.
Stop Dosing flag present. Resolve flag to dispense	There is an unresolved Stop Dose flag.	-	If the user cannot see the Stop Dose flag, verify the user’s function against the flag template security access under Settings > Flags.
Unable to dispense: MAT Order unsigned	MAT order is unsigned by the ordering physician's signature, and it is required for dispensing.	-	If your Policies and Procedures require a physician's signature prior to dispensing, this is not an error. If the signature is not required, contact Super Admin to determine whether the Require order signature for dosing setting should be checked or not under Settings > MAT > Settings.
Please resolve the error and click on Dose to dispense the remaining amount	A single fault occurred during dispensing.	-	Follow the instructions on the dosing screen or re-dispense dose.
There was a pump communication error. Please transfer any medication dispensed back into the bottle and dose again.	A communication error occurred between the workstation and the pump.	-	Verify pump adapter driver is from 2017 or later.
Fatal dispense error. Please transfer any medication dispensed back into the bottle. Verify there are no faults and then click on Cancel and reload page.	This may occur if the pump experiences 2 or more faults during a single dispense.	-	Have users check the remaining medication in the bottle (make sure it isn’t empty). They can reset the dispensing screen by clicking Cancel and beginning again. If errors continue, there may be a fault with the pump itself and you may need to contact the manufacturer.
Warning: Orders scheduled for future date	There is an active order but it is not for today.	-	Check start and end dates on existing orders. Change the existing order to include today’s date if necessary.
There are no doses to dispense, and there is no warning	No order for current or future dates.	-	Enter a new order.
No Pump menu is available on the top ribbon	The Pump Konnector is not set up, or the previous Konnector experienced a connection error and needs to be refreshed.	-	Navigate to Settings > Integrations > Konnectors, and check if a pump Konnector is present. You may need to refresh COM port.
	The affected user doesn't have the permissions required to access the Pump tab.	-	Verify the user has a role or feature that allows access to the Pump tab (e.g. Nurse, or Manage Pump feature). Initials > Manage Users > Add Manage pump feature to the user.
When checking out medication: Unable to change bottle. Employee Signature cannot be blank.	The user pressed the Enter key instead of clicking Sign and Submit after entering the bottle measurement when checking out the medication via the Pump menu under the Change Bottle tab.	-	Instruct the user to click Sign and Submit after entering the bottle measurement.
Inventory shows a bottle associated with the user but still getting dispense errors.	The user checked out medication via the Inventory screen instead of the Pump menu.	The pump is connected to the workstation in automatic mode.	Have the user check the bottle in via the Inventory screen, then check out from the End of Day procedure in the Pump menu.
All medication with this lot number has been exhausted. Please run the End of Day procedure and Check Out medication from a different lot number.	The current medication associated with the pump is the last of its lot number.	The pump is connected to the workstation in either automatic or manual mode.	Instruct the user to run the End of Day procedure from the Pump menu under the End of Day tab, check in an existing bottle, and check out a bottle from the new lot number. Or perform a Change Bottle procedure.
Record Manual Dispenses after a power or internet outage event	Unable to record doses dispensed due to power outage, internet loss, or pump malfunctioning.	The pump is connected to the workstation in either automatic or manual mode.	Instruct the user to locate the bottle in Inventory and click Manual Dispense.