Home Forums Discussions Problems lost whole import files!!

I have started getting a strange message when opening import items in charts--- then the whole import file is unacessable!! I have been working with AC staff for three days now and the best they can tell me is that the file is "corrupt"-- the whole import section!!! That is YEARS if data gone! And no one is able to help me. It keeps happening to more and more patients. Does anyone have any thoughts/ suggestions/ solutions. I am literally losing data by the minute.

This kind of thing happened to us back in November. It turned out to the disc drive on the main computer where all our data and Amazing Charts was stored.

I'm in transit today, but I can get one of my guys in touch with you.

The comment above echos my suspicion that this a imminent drive failure. You need to start copying ALL the files NOW to another machine.

There are ways to attempt to recover files from a fail/ing/ed drive, but that is secondary issue.

The other thing to understand is that you need to CEASE using AC on that machine if the drive is failing, as the database can corrupt and become un-recoverable without warning.

So, perhaps paper today, while you sort out where you are at and minimize the damage.

Send me a PM if you want some immediate assistance.

Sorry, but I have to ask....do you have a back up of your imported items on another drive?

Try SpinRite to save the drive.

I haven't tried it but if you're looking for options to save the drive I would consider it. Sorry I don't have personal experience with it but I listen to the inventor's podcasts and he sounds legit.

Maybe the gurus around here can attest to it or not.

First, don't panic. I cannot tell from your message if you mean you get the error message when trying to open via AC or when trying to open via the ImportItems folder in the main AC folder. What happens when you try to open from there?

As Indy said, you should copy and paste the ImportItems folder in the main AC folder from there to another drive. Do NOT cut and paste. Copy and paste. Is there any way to do a back up image first? Preferable an image and not a file backup. Use something like a free version of Macrium to back up just the ImportItems folder.

I am sure you have a backup of the "server" so the files will be there. Or, you have a nightly backup of the II. Do you back up using the AC backup program?

Do not use Spinrite. While it is good software when trying to recover a drive or make sure it is OK for a drive with non-importnt data, you definitely do not want to make this worse. The bottom line is THE FILES ARE THERE. They may be corrupted or there may be a hard drive failure. But, there are companies out there that specialize in recovering lost data. I mean you can reformat an entire drive, and they can still get the info back. They WOULD be able to recover your files. But, it may cost $1,000 or $2,000. But, it's worth it. Then you would always do backups.

If you need some help, I am happy to remote in and take a look.

It could also be a virus, although I doubt that is the case. This may be an error message you would get with ransomeware, but it would affect all your data (.docx, pdf, etc.) files, and you would definitely see the huge message they would show you.

so it sounds like thoughts are that something is wrong with the drive...... I cannot even see any of the import items in these charts, I just get something along the lines of it isn't in PDF form and a bunch of symbols. Not sure I know how to copy the files to another driver. Going to have my computer guy look into it. Bert-- would love for you to be able to remote in when Jeromy (computer person) is available.
tx, Trish

I wouldn't worry about seeing them in the chart right now. I would be concerned if you can open them in the actual folder. Forget AC. It could be a reader issue, etc.

Go to the main computer. C:\Program Files(x86)\Amazing Charts\ImportItems\

You can open that folder, and you will see many, many subfolders corresponding with the ID number of the patient, i.e. 1001. Open one of those. You should see a lot of pdfs, etc. If you can open a pdf and see it, then you should be fine.

To copy these, simply right-click on the entire folder and select copy, then go to another drive even on the same computer and right click and select paste.

Bert, I tried doing exactly what you advised and I cannot open the file-- says it has been damaged and cannot open it. Thoughts?

Should be noted that Cryptolocker mimics this behavior. The progressive nature of more and more files being inaccessible is characteristic of the virus. If you see random text files in the folder. There is a good chance that you've been hit with Cryptolocker.

Also, do not copy and paste. If your drive is worn and most likely fragmented, copy+paste will cause the heads to jump around the drive and accelerate the failure. An offline cloning (disk-imaging, sector-by-sector) will be the best way to get a backup. Since you have no issues with the AC application, I'm leaning towards the possibility of the Cryptolocker virus.

Yes, I mentioned the imaging. I don't think copy and paste would be terrible although you make a good point.

Not sure why there would not be a message from the ransomware people. Ironically, it would be good if it were CL. I would just pay the ran some and get my files back.

Yep, Bert's right. The sooner you pay the ransom, the cheaper it is. That's the best way if you don't have a backup.

This is an opportune time to talk about this. Doing backups to protect yourself against Ransomware is not sufficient. You must do backups and then disconnect the drive from the computer. Today's ransomeware will spread through your entire network INCLUDING backups.

Those who actually take a backup home every night are protected. Otherwise, alternate and take one offline each day.

Malwarebytes has an anti-ransomeware product which is in beta and looks promising. I am going to get it the moment it is in full release. They also make a full-time malware product, and we all know how good Malwarebytes is. That is what I run.

There is still no substitute for your users using good computer techniques to avoid opening phishing emails and attachments.

Backups, in general, are a must. But, taking one offline each day is essential.

Great points by Bert.

Another side note: A lot of backup software nowadays including Windows Server Backup doesn't mount the backup drive to the file system to protect against these types of attacks.

Are you saying that a third-party, online back up of AC's enc files and imported items is vulnerable to a ransom ware attack?

I was just about to talk about that.

Online backups such as iDrive and AC's is, at this time, not vulnerable to these attacks. But, ANYTHING that is connected to the computer could be vulnerable, although it is doubtful.

But, if ransomeware encrypted all your files, you really want a local copy that you can use immediately. Which means one that is not connected to your network.

It depends on the service. The problem with these types of attacks is that overwrite the existing file. It's like modifying a word document and then saving it. Lots of cloud backup services that don't support versioning will overwrite all the old backup files. So it really depends on what cloud backup service you use. As Bert mentioned, I know our partner, iDrive, does maintain versions of previous files so you're covered.

I'll let someone who uses AC Backup comment on AC's versioning capability.

The other thing she may want to try is to check in Google and see if there are any local companies that deal with recovering information from hard drives. Not sure if they could get whole files, but the files are there, they are just corrupt.

Again, Sandeep would know more.

Another question? What happens when you go to the file in the actual folder and right click and select Open With? Is there an option to select open with Adobe or Acrobat or some type of PDF viewer?