Cannot file claim - CAC or DS login credentials

[lydiahooper]

From contact center

ICN 1028028290V210747

This problem has been going on for almost a year.

1. What issue/error did you experience? Be as descriptive as possible.

a. When I sign in to va.gov using either my CAC or DS login credentials, I skip setting up the multi factor authentication and go to the webpage. Since 28 Jul 22, almost a year of trying, I have not been able to submit a claim online. I am able to input all the data, but the system seems to crash when I try to submit the claim. I didn’t try to attach medical records or any other files. Normally, I get an error message that says there is something wrong with my account and instructing me to contact the VA technical support at 800-827-1000, which I’ve done several times without satisfaction.

When you look at my account you can see where it attempted to file a Form 21-256EZ. I ultimately had to go into the local VA and they assisted me to mail the claim. 26 Apr 23, I attempted to file additional claims online and could not.

Even today, I tried to see if a claim I mailed in on 22 May 23 had been received and posted as being received. It does not show. When I try to see my previously documented disabilities and the disability rating, the webpage says I don’t have a combined disability rating on file. See attached. I can still see my disability rating via the old EBenefits webpage (eauth.va.gov)

Note: I have downloaded the VA Health and Benefits mobile app.

2. What were you doing just before the issue happened? Again, please include as many details as possible. a. Nothing except trying to submit the claim.

3. What browser did you use? a. I have attempted to file the claim online using MS Edge, Google Chrome, and Safari.

4. What type of device did you use? a. I have attempted to file the current claim, and those in the past, on Windows PC, Windows laptops, MacBook Air laptop, iPad, iPhone, and a Windows phone. I used 13 different devices at work, at home, and a friend’s homes.

5. What was the date/time when the issue took place? a. I live in Hawaii. Typically, I have attempted to file using the VA website from 1200-2100 HST.

6. Which application(s) were you trying to submit?
   a. I have tried to submit the Form 21-256EZ. Recently, I also tried to file out the expedited claim. I do not believe the online form had a number. It think it was just linked to my account

[lydiahooper]

[christinec-fftc]

Looking through logs, we found a failure when vets api calls an MPI service to look up a user's profile. We reached out to an MPI team to see if they are familiar with this error and can provide any additional details.

MPI::Errors::InvalidRequestError: {:other=>[{:code=>"INTERR", :codeSystem=>"2.16.840.1.113883.5.1100", :displayName=>"Internal System Error"}], :transaction_id=>"e0b63f92646c3da008d7a5e1", :error_details=>{:ack_detail_code=>"AE", :id_extension=>"200VGOV-fba0064d-c776-4261-8b26-23c28d28f1ef", :error_texts=>["Internal System Error"]}}

At this time it looks like there's an issue with the user's profile which is preventing them from starting a 526 claim form. Unfortunately DBEx team does not have access to further investigate.

Regarding the rated disabilities screenshot, as far as we know that should not prevent the user from starting a 526 form.

[christinec-fftc]

Took a guess at an mpi slack channel, but not the right team. Reaching out to platform support next.

[christinec-fftc]

Waiting for response (slack thread)

[christinec-fftc]

In case you didn't see the update in the slack thread @navaeddie, we got some contact info for the mpi service

[navaeddie]

Just a note from Slack's wtf bot:

• Master Person Index
  • MPI is the authoritative identity service within VA for establishing, maintaining, and synchronizing identities for VA persons, e.g., Veterans, beneficiaries, patients, employees, IT users, and health care providers. MPI contains over 48 million person identities, populated from VA medical facilities, VA Administrations, and external sharing partners (e.g., DoD). MPI facilitates matching and linking of system records entered for a person using a unique identifier, the person's ICN. This enables the sharing of person information and an enterprise-wide view of a person's record including the person's longitudinal EHR.

Note, MPI was previously known as MVI (the "V" stood for veteran)

[navaeddie]

I emailed cory.chin@va.gov and Pamela.oreilly@va.gov as they are listed as possible points of contact here for insights on what the error might mean.

[va-albers]

We found an MVI contact (Danny Reed) who said they may be able to help with the issue. We sent an email (@navaeddie is on the thread)

[va-albers]

I received a response from Danny Reed (danny.reed@va.gov) - in regards to the error message "In general INTERR is telling you that there was a system issue and to try again" - which does not seem to relate to the issue described in the ticket?

He also asked if we could provide him the actual request that was sent to their system.

[austinjprice]

@tblackwe can we verify if Multi Factor authentication is required for LA03 credential?

Can we also determine if the vet is LA03 (level of authorization)? Matt to provide documentation for this designation

per Steve - INTERR error is generic and does not show a clear line to causing this problem.

[mchae-nava]

Confirmed that the icn attached returns 2 Accounts. This may be causing the issue

[austinjprice]

@austinjprice to talk with Kimberly about de-duplication process to unblock this