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This page covers errors that appear when submitting Data Exchange (DEX) reports, including upload failures, client record validation issues, and missing columns in the clients table. Most DEX errors relate to client data in the Commonwealth Home Support Programme (CHSP) or Home and Community Care (HACC) tabs.

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DEX errors

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Issue: Accommodation type code is not valid

Symptoms: DEX rejects a client record with a message indicating the accommodation type code is not valid. Cause: The DEX portal no longer supports the accommodation type selected on the client’s profile. DEX periodically updates the list of valid accommodation type codes, and older values become invalid. Fix:
  1. Open the affected client’s profile
  2. Go to the CHSP/HACC tab
  3. Change the Accommodation Type to a currently supported type
  4. Click Save
  5. Re-submit the DEX report

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Issue: Invalid Statistical Linkage Key (SLK)

Symptoms: The DEX XML upload fails with a message indicating the Statistical Linkage Key (SLK) is invalid or fails format validation. Cause: A change to the client’s First Name, Surname, Date of Birth, or Gender fields causes Visualcare to regenerate the SLK. If the new SLK doesn’t match the one already registered in DEX, the upload is rejected. Fix:
  1. Run the Audit Report in Visualcare to identify which field was changed and what the previous value was
  2. Revert the changed field to its original value to restore the original SLK
  3. If the original value is no longer correct and the SLK genuinely needs updating, manually re-enter the correct value in the relevant field to regenerate the SLK, then re-submit the report
If you’re unsure which field changed, check the audit trail for the client record around the date the error first appeared.

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Issue: Number of unidentified clients is inconsistent

Symptoms: DEX returns an error along the lines of: “The number of unidentified clients must be greater than or equal to the maximum number of unidentified clients who attended the associated sessions.” Cause: The number of unidentified clients declared at the case level doesn’t match or isn’t consistent with the session-level data for that case. Fix:
  1. Check the client’s records in the DEX portal to confirm the session attendance data
  2. In Visualcare, open the client’s profile and go to the CHSP/HACC tab
  3. Open the relevant DEX case and update the number of unidentified clients to match the session data, or add a DEX case with the correct number if one is missing
  4. Re-submit the DEX report

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Issue: DEX Client ID column not visible in the clients table

Symptoms: You need to locate a client by their DEX Client ID, but the column doesn’t appear in the clients table and there’s no way to search by it. Cause: The DEX Client ID column is hidden by default. It needs to be added to the table view using the column chooser. Fix:
  1. Open the Clients table
  2. Click the Column Chooser button (usually shown as a column or settings icon in the table header)
  3. Find DEX Client ID in the list of available columns and add it to the visible columns
  4. Use the search or filter on the column to locate the client by their DEX Client ID
Once you’ve added the DEX Client ID column, it stays visible for your session. Re-add it after logging out and back in if it no longer appears, as some browser settings don’t retain column preferences.

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Running into issues?

If your issue isn’t listed here, contact the Visualcare helpdesk at support@visualcare.com.au.

DEX reports

How to generate and submit DEX reports in Visualcare

Commonwealth Home Support Programme (CHSP) and HACC configuration

Set up CHSP and HACC fields on client profiles

Creating a client profile

Add a new client and configure their profile details