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Last Modified: 12/9/2017 Location: FL, PR, USVI Business: Part A, Part B

Secure Messaging: Submission issue FAQ

Q: When I try to submit a form through SPOT’s secure messaging, I receive an error message after I click the ‘Submit’ button. What should I do?
A: Per the Centers for Medicare & Medicaid Services’ directives and to protect the proprietary information of SPOT users and the protected health information (PHI) of their patients, First Coast has enhanced the security settings on its networks and has transitioned to the TSL security protocol as part of that change.
As a result, some SPOT users who access SPOT using Internet Explorer (IE) have reported experiencing difficulty when trying to submit forms through SPOT’s secure messaging system. When these users click the ‘Submit’ button on the secure messaging form, the following error message is returned:
Secure connection failed
The submission issue seems to be isolated to those users who access SPOT through either a version of Internet Explorer that is older than IE, version 8 or later than IE, version 10 (i.e., version 11).
To resolve this issue, you may either switch to an alternative browser (i.e., Firefox, Safari, or Chrome) or upgrade your version of Internet Explorer to version 10 and adjust your browser’s security settings by following these steps:
1. Select Tools from Internet Explorer’s main menu
2. Select ‘Internet Options’ from the Tools submenu
Internet Options
3. Select the Advanced tab
4. Scroll down, until you reach the Security section of the Advanced tab
Advanced tab
5. Select the following checkboxes in the Security section of the Advanced tab:
a. Use TLS 1.0
b. Use TLS 1.1
c. Use TLS 1.2
Note: Most secure networks now use TLS instead of SSL as their security protocol
6. Click the OK button
7. Before closing Internet Explorer, you need to clear your browser’s cache:
a. Use the key combination: CTRL + Shift + Delete
b. Click the Delete button
c. Close the Internet Explorer window
8. Open a new browser window before logging on to SPOT
Note: Please make sure your browser’s Compatibility View settings have been switched off. For more information on this topic, please review the Compatibility view FAQ.
list item Please use your browser's back button to return to the referring page.
First Coast Service Options (First Coast) strives to ensure that the information available on our provider website is accurate, detailed, and current. Therefore, this is a dynamic site and its content changes daily. It is best to access the site to ensure you have the most current information rather than printing articles or forms that may become obsolete without notice.