Frequently Asked Questions (FAQs)

This collection of FAQs provides answers and troubleshooting tips to common questions users have. You may also see links to more detailed information available within this manual.


ClosedRegistration and User Access FAQ

Q: Where can I find help for the registration process?

A: You can access the MEDCHART Registration manual for help with the registration process. Choose from the following methods for accessing the manual:

Q: If I am already a registered user for the eMMPS module, do I have to register again to access another module?

A: No. Your registration information is maintained within the MEDCHART framework; however, you will need to request access to the new module. See "Manage My Account" for more information.

Q: How do I register for more than one user role within a module?

A: The eMMPS module allows you to register for only one role per user. However, some role responsibilities can be expanded by adding extendable permissions. Once your have registered, check your My Account page to see what extendable permissions are available to you and then contact your supervisor for more guidance.

Q: Do I have to upload my HIPAA certificate every time I register or request access to a MEDCHART module?

A: No. If MEDCHART already contains your current HIPAA certificate, you do not need to upload it again.

Q: What do I do if I registered for the wrong role?

A: Contact your supervisor or approval authority to correct your eMMPS account.

Q: How do I have additional UICs added to my account?

A: From the navigation bar, hover over eMMPS > Management Tools > Request UIC to open the Request UICs page and submit a UIC request.

Q: What are the available read-only roles?

A: For the State (State Oversight and State Case Manager), NGB (NGB Oversight), and Cross-Compo (LOD Oversight).

ClosedSystem Messages FAQ

Q: How do I stop a system message from displaying?

A: Select an End Date time for the message that is earlier than the current time. See "View/Edit My System Messages" for more information.

Q: How do I delete a system message? 

A: Messages cannot be deleted and will remain in the My System Messages list. To stop the message from displaying to other users, select an End Date time for the message that is earlier than the current time. See "View/Edit My System Messages" for more information.

Q: Can I reuse a system message?

A: Yes. User's may change the Start Date and End Date of an existing system message within the My System Messages section. Ensure the Message and Extended information still contain accurate information. See "View/Edit My System Messages" for more information.

Some user's with extended permissions may republish messages created by other users. See "Republish System Messages" for more information.

ClosedLOD Management FAQ

Q: Is there an official policy reference that can help me in completing an LOD workflow in eMMPS?

A: Yes. Please consult AR 600-8-4, "Line of Duty Policy, Procedures, and Investigations" for official guidance related to LOD policies and procedures.

Q: Can the LOD workflow be changed later, if the creator does not select the correct workflow initially?

A: Yes.

Q: What do I do if Soldier does not provide documentation?

A: It is the Soldier’s responsibility to provide documentation. If documentation is not provided the LOD cannot be processed. Contact your component approval authority or policy POC for additional assistance.

Q: What happened to the ICD-9 codes after the ICD-10 code conversion?

A: ICD-9 codes will remain intact for LODs that have been approved or are awaiting approval. ICD-9 Codes can only be removed from cases that are awaiting approval. ICD-9 codes cannot be removed from approved cases.

Q: Why can't I find ICD-9 codes to add to an LOD case?

A: In the 3.0.14.0 release, eMMPS converted from ICD-9 codes to ICD-10 codes. Only ICD-10 codes can be added to a case. ICD-9 Codes can only be removed from cases that are awaiting approval. ICD-9 codes cannot be removed from approved cases.

Q: Does 11d on the Medical Tab, 32 on the Unit tab, or 11 on the Investigation tab determine if the LOD is In Line of Duty (ILD) or Not in Line of Duty (NLD)?

A: No, 11d is the Provider’s opinion, 32 is the Unit’s opinion, and 11 is the Investigating Officer’s opinion. Only the State Approval, eMMPS ARNG Manager, or Lead HRC Reviewer can make the LOD determination.

Q: I am unable to access LOD #(**-**-****).

A: The Enterprise Support Team will need to verify that you have the correct permission to access the LOD where it is currently sitting (by checking the tracking tab and clicking the Who is working this case link). The Enterprise Support Team will also need to verify whether you have the correct Component, Region, and UIC. See "Contact Us" for Enterprise Support Team contact information.

Q: I have the correct UIC to access LOD # (**-**-****), why am i unable to access it?

A: The Enterprise Support Team will need to verify that the LOD does not also have an attached UIC (formerly known as/previously recognized as training UIC) and if it does that you also have access to that UIC, Component, and Region. See "Contact Us" for Enterprise Support Team contact information.

Q: (Unit Commander) I have been told by my Unit Admin that there is a case pending my action, but I am unable to see the LOD.

A: Verify the LOD status by searching for the LOD. See "Search for an LOD" for more information. If the LOD is still in draft status the Unit Admin has not yet forwarded the case to you. If you cannot find the case, you may not have access to the UIC.

Q: From the Pre-Approved workflow, what documents will transfer to MEB Prep?

A: Only the Findings memorandums and any uploaded documents that are marked Approved will display in MEB Prep. For the uploaded documents to display in MEB Prep, the document category must be shared with the MEB Prep application.

Q: Who has the ability to start an LOD appeal?

A: When the Soldier provides the State Admin with new/different documentation, users with the NLD (NG) permission can start the LOD appeal.

Q: Who has the ability to admin close cases?

A: Users with the Override LOD, Override Restricted LOD, and Override Unrestricted LOD, permissions may admin close cases for the corresponding LOD workflow when the case is in a status within the user’s access scope.

Q: Who has the ability to open cases that were admin closed?

A: Users with the Override LOD, Override Restricted LOD, and Override Unrestricted LOD, permissions may admin close cases for the corresponding LOD workflow when the case is in a status within the user’s access scope.

Q: Who has the ability to delete cases?

A: Users with the Delete LOD Cases, Delete Restricted Assault LOD Cases, and Delete Unrestricted Assault LOD Cases permissions may delete cases for the corresponding LOD workflow when the case is in a status within the user’s access scope.

Q: If an LOD has been deleted, who has the ability to restore it?

A: Users with the Restore LOD (Restore Deleted LOD), Restore Deleted Restricted Assault LOD, and Restore Deleted Unrestricted Assault LOD permissions may delete cases for the corresponding LOD workflow when the case is in a status within the user’s access scope.

Q: If a case has already been approved but is missing the cover letter or other required documentation, who can re-open the case?

A: Users with the Restore LOD (Restore Deleted LOD), Restore Deleted Restricted Assault LOD, and Restore Deleted Unrestricted Assault LOD permissions can re-open finalized cases for corresponding LOD workflows. Users with these permissions are typically eMMPS ARNG Manager and/or NGB Reviewer. Contact your policy personnel POCs when there is a need for finalized LODs to be re-opened.

Q: I am the State Administrator and I am unable to change the attached region for LOD # (**-**-*****) but it says that I do not have permission.

A: The attached UIC/Region can only be changed in the MTF Entry (NG), LOD Draft (NG) and State Admin LOD Review (NG) statuses. Users that own the permission corresponding to these statuses may update the attached UIC/Region field when the case is in their corresponding status of ownership.

If the case is not in the user’s status of ownership but is within their access scope, they may be able to use the Admin Override page to change the attached UIC/Region fields.

If the case is not in the user’s status of ownership but is outside of the user’s access scope, they will need to contact their policy personnel POCs.

Note: -_All changes made to a case using the Admin Override page require the case to be within the user’s access scope and for the user to own the corresponding permission that permits access to the Admin Override page as well as the section in which the necessary change is needed to be made.

ClosedMMSO Management FAQ

Q: When can a MMSO Pre-Authorization be started?

A: A pre-authorization can be created when the user owns at least one of the following permission combinations LOD Permission (Search/View), MMSO Permission (Create/Search View), Corresponding workflows for LOD/MMSO creation and the associated LOD is within the user’s access scope.

Q: Where can I get a copy of a blank Pre-Authorization Request for Medical Care form or DHA-GL Worksheet-02?

A: The Defense Health Agency - Great Lakes (DHA-GL) Worksheet-02 is available on the Documentation page. From the navigation bar, hover over eMMPS > Management Tools and select Documentation. In the Forms section, click the Pre-Authorization Request for Medical Care link.

Q: Where can I get a copy of a blank Medical Eligibility Verification form or DHA-GL Worksheet-01?

A: The Defense Health Agency - Great Lakes (DHA-GL) Worksheet-01 is available on the Documentation page. From the navigation bar, hover over eMMPS > Management Tools and select Documentation. In the Forms section, click the Medical Eligibility Verification link.

Q: Our Unit has created draft MMSO Pre-Authorizations that need to be deleted. Who can delete these?

A: A user with the Delete and Restore MMSO permission may delete, provided the MMSO Pre-Authorization is within the user's scope of access.

Q: After a MMSO Pre-Authorization has been started how we can we add additional documents to it?

A: If you have the appropriate permissions, you can upload LOD documentation through the Documents tab in the LOD or MMSO documents in the MMSO Pre-Authorization. If the case is not in your status, you can upload documents into the Medical Eligibility Verification (MMSO Form-01) or Additional Documentation categories.

Note: -_Documents uploaded to the LOD cannot be edited in the MMSO and MMSO documents cannot be edited in the LOD.

ClosedINCAP Management FAQ

Q: How can I add another INCAP period?

A: The previous INCAP must be approved first. INCAP periods are approved in increments of three months, but the time periods can be split by months.

Q: When is an INCAP extension required?

A: After the INCAP case periods accumulate to a total of 180 approved days, an extension is required.

Q: Why can’t I add periods that cross over from one year to the next on the Finances Tab?

A: Users cannot submit an INCAP for periods that overlap, as the system is not configured to permit this action.

ClosedADOP Management FAQ

Q: Why can't I find an admin closed ADOP case?

A: Either your search criteria for the ADOP case is incorrect, or you do not have access to the specific case. Ensure that you are setting the Admin Closed search filter to Admin Closed. See Search for an ADOP Case for more information.

Q: Why can't I find a completed/finalized ADOP case?

A: Either your search criteria for the ADOP case is incorrect, or you do not have access to the specific case. Ensure that you are using the Active search filter to Final (Adjudicated), In-Scope: Final, or Terminated. See Search for an ADOP Case for more information.

Q: Why can't a Soldier receive INCAP pay while on ADME, MRP2, or RCMC orders?

A: This is a policy issue. Please contact your policy personnel POCs. See "Contact Us" for assistance.

ClosedSoldier Documentation FAQ

Q: What is the maximum file size for uploads?

A: The file size limit for an individual file is ten megabytes (10 MB). The file size limit for a batch upload (multiple files at one time) is also ten megabytes (10 MB).

Q: If a document has been uploaded incorrectly, who has the ability to delete it?

A: In the Documents tab, click the Delete link next to the document.

Q: Why can't I change the date of a document?

A: If a user locked the document by approving the document.

Q: What types of files are acceptable to upload into eMMPS?

A: The upload software supports the capability to upload bmp, cmp, dcm, dex, doc, docx, g42, gif, jfif, jpe, jpeg, jpg, mpp, pcx, pdf,pjpg, png, pps, ppt, pptx, rtf, tif, tiff, txt, xla, xlc, xlm, xls, xlsx, xlt, and xlw.

Q: What documents transfer from LOD to HRR?

A: The DD Form 2173, DD Form 261, and the Approval Memo are sent to HRR after the LOD is determined Approved.

Q: Why can’t I reindex a document immediately after starting a new case and uploading a document to the documents tab?

A: This is a known bug that will be fixed at a later date. The work-around options:

  • Navigate to the Next Action tab > then return to the Documents tab > then click Edit link to reindex.
  • Press F5 on the keyboard to refresh the Documents tab > then click Edit link to reindex.

ClosedOther FAQ

Q: I do not see the PMEB module in eMMPS. How do I access this module?

A: The PMEB module within eMMPS has been pulled out of eMMPS to become its own independent application, called MEB Prep. To access the new application you must go to the MEDCHART homepage (https://medchart.ngb.army.mil/MED-CHART/) and click the MEB Prep "Click here to access" link.

  • Existing user accounts in the PMEB module of eMMPS have been imported to the new MEB Prep application. If your account was active, you do not have to register for access to the MEB Prep application.
  • New users of the MEB Prep application, without a previously active account in the PMEB module, must register for an account in MEB Prep. See the MEB Prep Registration Help Manual for more information.
Q: What happened to the "Jump to" feature at the bottom of each tab in the workflow?

A: eMMPS revised the case information bar to include a menu option (which replaces the previous "Jump To" feature).

To view the menu, hover over the Menu dropdown on the far left, and then click one of the red bars that is available to open or close a section of the menu. The following options may be available depending upon the associated actions taken against the LOD:

  • Open any of the LOD case tabs.
  • Open the MMSO Select page.
  • Open any of the MMSO case tabs.
  • Open the ADOP Select page.
  • Open any of the ADOP case tabs.
Q: I used the Lookup Unit Identification Code Tool, and noticed a unit is improperly aligned. How do I request a UIC realignment?

A: Once you have obtained the permanent orders regarding the realignment, contact the MEDCHART help desk for further assistance.

Q: Why is the system preventing me from entering special characters (“<”, “>”, or “&”) in a MEDCHART module?

A: In order to prevent malicious script injection incidents, MEDCHART restricts entering these characters in some text fields. The characters may also be automatically changed if you attempt to enter them in these fields. The characters that will be populated instead are the following:

Typed Character Substitute Character
< [
> ]
& +