If your Hardware Token is out of sync, you will see an error message when you attempt to use it to prescribe a controlled substance: Failed to Transmit Prescription(s) Your OTP has been entered incorrectly. Please re-type the OTP.

You may be able to resync the Hardware Token yourself from the Admin tab. If not, you will need to contact your EMR. 

Jump to Section:

Resync the Hardware Token Yourself
 

1. Click on the EPCS Device Management link from the EPCS User Controls section of the Admin tab.
   
    
2. Verify that the Token Serial Number in the Manage Token section matches the Serial Number on the back of the Hardware Token.
3. Click the Resync Token button.
   
    
4. Click the White Button on the front of the Hardware Token to receive a One-Time Password, then Enter this number in the One-Time Password 1 field. Repeat this process for the One-Time Password 2 field.
5. Click the Resync Token button.
   
    

   NOTE: If you continue to see the error message, contact your EMR.

    

    

[Back to Top]

Contact your EMR to Reset the Hardware Token

If the hardware token has been mistakenly pressed more than 75 times, a reset will need to be performed by Exostar. The best way to avoid the button being pressed more than 75 times is to avoid putting the hardware token in your pocket or loose in a purse or satchel. The same error as shown above will be displayed.

Always try to resync the Hardware Token yourself first. If this is unsuccessful, contact your EMR. You will need to provide the following information:

• Provider Full Name
• National Provider Identifier (NPI)
• Hardware Token Serial Number 
• Codes or Counter Numbers from the Hardware Token
   

The Hardware Token Serial Number determines how to access the Codes or Counter Numbers necessary to open a ticket with Exostar. Hardware Tokens with Serial Numbers starting with GAHE use Codes, while Hardware Tokens with Serial Numbers starting with GALH use Counter Numbers. 
 

Serial Number starts with GAHE:  Press and hold the Hardware Token button until it displays multiple zeros (000s) with a number/letter combination at the end. This is the first Code. Repeat the process for the second Code. You will need to provide both Codes.

Serial Number starts with GALH: Press the Hardware Token button to display the six-digit OTP. Press and hold the button until it displays the letters "ctr" and a number. This is the first Counter Number. Press and hold the button until the screen goes blank. Repeat the first two steps for the second Counter Number. Counter Numbers will be sequential.  You will need to provide both Counter Numbers.

You will receive a notification when Exostar has reset the hardware token.

Replace the Hardware Token

If a provider has a broken hardware token, contact your EHR. Your EHR will open a ticket so we can reach out to Exostar on your behalf and have a replacement shipped to you. 

You will need to provide the following information:

Providers Name
Email Address with Exostar
Picture of hardware token, front and back (if there are any error messages, please include images of those) 
Explanation of what is broken

Ship To Address: (Please be sure to include any suite numbers)
Ship To Company Name
Ship To Attn
Ship To Street Address1
Ship to Street Address2
Ship To City
Ship to State
Ship to Zip/Postal Code
Ship to Country
Ship to Phone Number
Email Address for tracking confirmation

[Back to Top]