Home Forums Discussions Problems Beware!! Cannot roll back (at least without losing

Text of chat with Guardian Angel support this AM:

Gene Nallin:
Just upgraded v6

Main comp (i7, win 7 pro) works well.

Any networked computer (incl hard wired i5 win xp pro) very slow rx writer screen,loads line by line, then grid lines missing. A little faster with interaction checker turned off.

Help please!

Call accepted by Russell.

Russell:
good morning
Gene Nallin:
Hope it will be a good one.......
Russell:
Is this windows XP
Gene Nallin:
Main computer Win 7, all others XP Pro
Russell:
This is a known issue with XP
Russell:
there is no fix as of yet
Gene Nallin:
Does v6.10 fix? Available as beta?
Russell:
It is being worked on
Russell:
Not availabel in beta as of yet
Gene Nallin:
Would upgrade to Win 7 fix?
Russell:
yes it will
Gene Nallin:
Are instructions to rollback to v5 available? Where? May have to do this.
Russell:
If you roll back you have to restore a backup from that version
Gene Nallin:
Morning is not getting any better....Thanks for the info. Gene
Russell:
your welcome

Sounds like your last backup of v5 is what you will restore.

We are going to try actual patients with v6 this AM.

Gene

DocGene - I installed 6.09 and had issues and was easily able to roll-back to 5.029 without problems. The instructions for rolling back are on the web pages that come up where you download 6.09. It is a matter of uninstalling the newer version, reinstalling the older version and renaming several databases.

Dr. Nallin,

I apologize for not getting you the answers that you needed during our chat session.

The issue you had experienced with the prescription writer screen loading slowly on XP computers is a known issue that affects a small percentage of users.

Our Developers are aware of this issue and are currently exploring possible solutions. In some cases we have found that lowering or disabling the hardware acceleration settings on the computers where the delay is seen can resolve the issue. However, this workaround does not resolve it in all cases, and the ability to lower or disable this setting in Windows 7 may vary or not be available based on your computer?s configuration.

Our goal in Guardian Angel Support is to provide customers with a high level of service at all times. In all fairness, I believe it is important to note that we were able to roll you back to the prior version so you wouldn?t experience the delay, and that I remained logged into your computer during the rollback process to ensure that your office was up and running. While this doesn?t solve or address the bug or the frustration it has caused, I do think that it is important that viewers of this board understand the full picture of our interaction.

As always, feel free to contact us (or post here) any additional issues, questions or concerns.

Russell Costa
Amazing Charts
Technical Support

Thanks Russell. I would be very helpful if this was added as a known issue on the upgrade page for version 6.

Russell,

I think you are confusing me with someone else. I did not go back to v5.

Gene

I've seen that before change the screen resolution to higher setting also turn off enable comb writing in the display settings might only be in XP and see if that helps.

I could be wrong, but please correct me if I am. I assumed you could roll back with no problem, but there would be data loss on all work done after update. The database tables in the new version do not truncate correctly with the older tables.