You may or may not have come across red government error messages in the “Government Enrolments” tab at some stage during a child’s CCS enrolment process. Please see the table below for a summary of what each error message means and what to do if you come across these error messages.
|Error message||Reason||What to do|
|"Government error message: Individual CRN and DOB do not exist"||The government does not have a record in their system of the primary carer and/or the child’s DOB or CRN details that is on Xplor. This means either the primary carer and/or child’s CRN or DOB is incorrect on Xplor.||The best way to verify if these details are correct is by obtaining a screenshot from MyGov/letter from Centrelink from the primary carer which confirms the DOB/CRN details. The primary carer or child’s DOB and/or CRN needs to be updated on their Xplor profile (Profiles > Parent/Guardians > Save). Once this has been updated, allow up to 24 hours for the CCS enrolment to be updated.|
|"Government error message: Child CRN and DOB do not exist"||The government does not have a record in their system of the child’s DOB and/or CRN details, as displayed on the child’s Xplor profile.||The best way to verify if these details are correct is by obtaining a screenshot from MyGov/letter from Centrelink from the primary carer which confirms the child's DOB/CRN details. The child’s DOB and/or CRN need to be updated on their Xplor profile (Profiles > Children > Save). Once this has been updated, allow up to 24 hours for the CCS enrolment to be updated.|
|“Government error message: Duplicated session Content/Overlapping sessions Not Permitted”||The parent has agreed to a CWA which has overlapping session times on the enrolment schedule. Open up “View Parent Approval” to double check the approved enrolment schedule.||Update the enrolment schedule to ensure that there are no overlapping sessions by clicking on “Update Enrolment Schedule”.Get the parent to agree to the CWA again.|
|Government error message: Arrangement start or end date falls within prior Enrolment period||A new enrolment has been created for a child which is within a previous CCS enrolment with the same child/parent details.Click on “All” on the top right corner of the Government Enrolments page. The new enrolment may be overlapping with a ceased or an active enrolment. Check “View Occurrences” on the enrolment and look at the latest occurrence date, and check the date the parent signed the approval. You will receive this error message if these two dates overlap.||If the child does not have an active CCS enrolment and is needing one, create a new CCS enrolment, and get the parent to agree to it. The new start date will be the date the parent agrees to the CWA so ensure that this does not overlap with the previous occurrence date.If you need to update the new enrolment start date, please see this article: Backdating a CCS Enrolment Start Date|
|CCS Enrolment submission error: "Could not generate Credentials for service reg 190001234A"||B2B device has expired.||Reactivate B2B via PRODA. See this article for more help: B2B Device Activation Codes.|
|"CCS Enrolment submission error: "Government error message: Enrolment Notice must differ to previous Enrolment Notice for '200D".||This means that a new enrolment was created with the same exact information and enrolment schedule as an active CCS enrolment. This error means that the second enrolment will not go through.||This error message is not affecting the existing “Confirmed” enrolment or the future submissions.To fix this, click "Update Enrolment Schedule" on the grey "Confirmed" enrolment (whether or not there are changes to the original enrolment schedule), and get the parent to agree to it. This second enrolment will eventually disappear, along with the error message.|
|Government error message: Cannot Change Date of Birth/CRN existing Enrolment||This means that a parent’s CRN or DOB has been changed on a parent’s Xplor profile. This normally happens when users try to change primary carer’s by simply replacing the current primary profile with the new primary details instead of creating a new profile for the new primary carer. This is not the correct way to change primary carer for a child.To prevent this from occurring in the future, please ensure you are completing primary carer change process correctly. Refer to this article for more information: Primary Carer Change.||Please get in contact with Xplor Support. This will likely need to be escalated to our tech team.|
|CCS Enrolment submission error: Error - "Not all parent approvals agreed"||This normally occurs when the child has more than one child profile with different primary carer’s (e.g. one profile under mother, and another profile under the father), and at least one CWA is missing approval from one of the primary carers.||Please ensure all primary carers on each child’s profile have approved their CWAs.|
|CCS Enrolment submission error: Error - "no valid casual sessions"||This means that the child does not have any future bookings on the Master Roll within the next 4 weeks.||Please wait until you can confirm the child’s first booking. This error message should be resolved once a booking has been created on the Master Roll for the child in near the future.|
|CCS Enrolment submission error: "Government error message: Duplicate Enrolment - Enrolment ID: E800xxxxxxx"||The child has a duplicate CCS enrolment in the government system which is preventing a new enrolment from being created.||Please get in contact with Xplor Support. This will likely need to be escalated to our tech team.|
|CCS Enrolment submission error: Error - "can't generate draft: no valid gov enrolments"||The CWA has not linked up to the government enrolment correctly.||Check that the CWA has been signed under 'view parent approval'. If it has been signed, on the government enrolment click '+actions' > submit draft enrolment|
If you are unable to to troubleshoot any of these error messages, please get in contact with the Xplor Support team.