Understanding Bounced vs. Failed Status
Direct messages that don't deliver will show one of two statuses in Release:
Bounced — the receiving Direct address rejected the message before delivery could complete.
Failed — the system was unable to complete delivery of the message.
Note: Detailed error codes are not currently available for Direct message failures, only the Bounced or Failed status shown in Release.
Initial Troubleshooting Steps
Before requesting a review, work through the following steps. Most Bounced and Failed messages are resolved at this stage.
Verify the To address is a valid Direct address. Confirm the address is spelled correctly and ends in a valid Direct domain. A single incorrect character will cause the message to bounce.
Confirm an attachment was included. A Direct message sent without an attached document will fail.
Confirm all required patient detail fields were completed. Missing patient information (such as patient ID, name, date of birth, or other required demographic fields) can prevent successful delivery.
Confirm the CDA document type is selected. If the wrong document type is selected, the receiving system may reject the message.
If you've verified all four items and the message still shows as Bounced or Failed, move on to the next section.
Escalating to the Kno2 HCNS Team
If the steps above don't resolve the issue, ask to speak with a member of the Kno2 Healthcare Network Services (HCNS) team and provide the URL of the failed message for review.
To obtain the URL, open the Bounced or Failed message in Release and copy the message URL from your browser's address bar.
Example URL:
https://app.kno2fy.com/release/xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx