When submitting data through the Stratasan Star portal, you may encounter an issue that results in your file being rejected by the system and your records not processing successfully.
If your file fails to process, you will see no records have loaded into your facility account and the Upload Audit History page will show "Failure" under the Upload Status column.
There are two main reasons your data file might fail to process successfully in the Star portal:
1. There is a formatting issue with your file and it does not conform to the specs for the 837 or S1 file format.
2. The information in the header segment does not match the information on file for the facility.
If a file fails to upload, your next step is to reach out to the Stratasan support staff. The support staff will diagnose the issue and provide a recommendation on how to resolve the issue. Below are three ways to get in touch with the Stratasan Customer Success Team.
- Click the green bubble in the bottom right corner of a Star webpage to start a live chat with the Stratasan Customer Success Team
- Email your assigned Data Acquisition Specialist or support@stratasan.com
- Call (866) 628-5051 ext. 2
IMPORTANT: DATA SHOULD NEVER BE MANUALLY EDITED OR CHANGED IN YOUR FILE. The Stratasan Customer Success Team can quickly diagnose why the file has failed and will provide next steps to resolve the issue.