Home Forums Discussions Problems frustration with support

When we came in to the office on Friday morning 10/16, Microsoft had restarted a;l the office computers with yet another 'Critical Security Update.' AC worked on the server, but none of the other computers could communicate with it. I did everything I knew, but though the satellite computers connected with the router and the internet, no AC.

Mike fixed the problem, but it re-occured within moments. Dustin couldn't make it work. He said, 'You're going to need to get an IT guy.'

I'm sorry, this may be it for AC in my office. I've paid for service since 2006. It's a 2-person office, and I'm the IT guy. It will cost less for me to replace AC than to ?get an IT guy.? I don?t have a networking problem if all the computers see the router and get internet. I acknowledge the problem is in some security setting and not in AC, but the only thing not working was AC. Guardian Angel Support is my IT guy when AC isn?t functioning.

I tried using system restore to move the settings back a few days, but this didn?t help. Obviously we?ve tried restarting every computer and turning off every possible security and antivirus.

At this moment, I have one PC with working AC (the server). Receptionist can?t make appointments, I can?t take my little laptop into visits with me, etc. This will be fixed because it has to be. But how much will it cost? It?s OK if a given tech can?t figure out the problem. But it?s not OK to give up and throw the problem back to me.

Does anyone have a suggestion on a possible fix?
Does anyone know how to change from server to online AC?
Has anyone moved from PC to Mac in the office with AC?
Has anyone else experienced support simply giving up?

Wolffe Nadoolman MD MBA

It may be the permissions on the database files in the AC folder.

Have you contacted support? Is that Mike and Dustin? I would recommend talking to another tech.

What are your alternatives? Practice Fusion? AC in the cloud? May still be worth having an IT backup person.

Wolffe,

Not sure exactly what the issue is you are describing. Not sure what you mean by move online. Do not go to Apple.

Here is what you do to get it fixed and to find out what so you can fix it next time:

1. PM Sandeep. Just click on his name in Top Posters at right
2. Include the URL above to your thread
3. Ask him if he can help
4. Sandeep is the nicest, most knowledgeable person on AC and computers. He will very likely help.
5. Wait for reply
6. Sit back and watch football and feel comforted that he will fix it.

EXTREMELY IMPORTANT:

Sandeep can and will fix your problem. But, he may need to "see" the problem. He may need to log in to your computer to fix it. Either way, he will fix it ten times faster if he fixes it. If you don't feel comfortable allowing him to remote (for free), then don't bother. If you want it fixed, PM him.

People talk about "the It guy" whatever that is.

SANDEEP IS THE IT GOD. We are lucky and privileged to have him among us. AC is lucky too.

Wolffe -

yes you can run AC "on a Mac" - either with something like Parallels (which some of our clients do) or you can run terminal services and access server sessions from the Mac using CORD or the Microsoft RDC client.

I'm going to guess that GAS checked the firewall, as well as the MSSQL connection properties. If not, I would verify those first.

It appears that it runs on the AC server, so first you need to verify the server settings above.

After that, I would check the firewall settings on the clients to see if MS over-wrote AC firewall entries.

We recommend that clients never set MS for auto-update. You are signing up to the first penguins in the water without knowing if killer whales are about. Better to notice that there are updates waiting, and swing by the board to see if anyone is out-of-operation because of a MS update.

Sorry about the experience you've been having. You can send me a PM and I can take a look. It definitely should cost way less than replacing AC. Most likely it's a permissions issue as Wendell mentioned.

Someone remoting in could fix it much more easily.

Indy is correct about MAC. You can certainly use it for AC. It is just more expensive and more difficult in long run.

just my two cents. Ask Sandeep.

As Indy said, it could be remotes.

I am going to make up a stupid quote: Me being the person with issues.

"Don't blame AC, without first blamingm me."

There is a greater than 50% chance, this is something on your end.

Thank you so much everyone for being supportive. I have been here since 2006, and have tolerated much.

First, the fix. Luckily, I have a friend who is a MS Network professional and came over to the office and figured it out in 2 hours. The problem was that the firewall set up by my antivirus was automatically switching on and was difficult to disable. It looks like the problem is fixed for one of my satellite computers. The other one simply died after the MS update and yesterday I went to costco for a new laptop.

Second, the mac. There really wasn't a practical way for me to go mac. It would have been $1000 more and taken quite a bit of time I just don't have.

Third, the online version. This might be attractive, but it would cost WAY more. I am really put off by $39 "per seat." What happened to the claim of transparent pricing?

Fourth, changing from AC. Of course cost is an issue. But in my solo practice, there is not going to be Epic. But there are now available free online EHRs that are credible. I am so willing to see drug company ads for blood pressure drugs. I'm the only one in my practice who needs them.

Fifth, GAS. I got nothing toward either diagnosis nor solution to this serious problem. It is so freaking easy to say, 'You've got a problem. Good luck with that,' and hang up. I don't have that luxury. What am I paying for? The only program that requires my network is AC. If the network is broken, AC is broken. AC support should be willing to work until it's fixed. I spent a day on it before calling. This was unsatisfactory. Of course it's something on my end! And of course it's my problem. But the only thing that didn't work is AC. Will they help or not? Now, for the first time, I think not. Very unhappy with this service.

Hi drwolffe,

Please don't take this the wrong way. Certainly saying, "You've got a problem. Good luck with that," isn't acceptable. But, I am still confused.

It sounds like you are saying that the problem was on your end. That your antivirus was turning on your firewall. How could AC be expected to diaganose and fix that? Or, am I missing something?

Thanks.