Current Memo

COMMONWEALTH OF VIRGINIA

DEPARTMENT OF SOCIAL SERVICES

Date: July 10, 2026 

To: All OBI Provider Portal Users 

From: VDSS Office of Background Investigations (OBI) 

Subject: Provider Portal Enhancements- 7.09.2026 Deployment 

This memo provides information on enhancements to the OBI Provider Portal completed during the July 09, 2026, deployment. Please review this memo in its entirety and submit any additional questions, concerns or portal issues to the appropriate OBI Team email address. 

BIS Dashboard – “Resend Determination” Feature Unavailable 

The BIS “Resend Determination Letter” feature is temporarily not working because the system is being updated. This issue only affects the BIS Dashboard. The CRS Resend Determination feature is still working normally. 

If you need a copy of a BIS Criminal Fingerprint Background Determination Letter, please email the applicant’s name and case number to: backgrounds@dss.virginia.gov 

Error Message Preview:  Below is the error message you will see if you try to use the BIS Resend Determination feature during this maintenance period:  

Missing BOX Id Error Troubleshooting 

Users receiving a “Missing BOX Id” error should wait 30 minutes before attempting further action on the impacted request; but can continue actions on other requests, new request creation and payment. If the “Missing BOX Id” error is still received after 30 minutes, please email the request id and a screenshot of the error message to  crs_operations@dss.virginia.gov requesting assistance. 

Missing BOX ID Error Message Preview:

For questions about registration, Fieldprint, or criminal fingerprint background results please email the criminal team: backgrounds@dss.virginia.gov 

For questions about the Central Registry, please email the central registry team: crs_operations@dss.virginia.gov