Home Forums Discussions Problems AC support must reencrypt .enc backup file before restoring

Will do. Have to always restart one though, because you can't add to one that is already started for obvious reasons. But, I can.

@Admin - will these policies be implemented in version 9.2 as well?

Do we get any kind of vote regarding this matter?

Yes, they will. They will be in every version after. Again, I am still confused in that I thought Chris said that v9.1 and after will be just like it was. In other words, those versions will make backups that have the encryption level AC desires. We may have some input. We'll see.

Disappointing...

In addition to the low cost of ownership (we won't lie), that thing the attracted us most about AC was that despite it being proprietary, there was a large degree of "openness" to it. We understood the nature of the data and its ownership, we could make suggestions re improvements, and perhaps most importantly, the voices within the community could/would be heard by admin. Those factors are exactly why we chose AC over outfits like Practice Fusion (thank goodness). In return, we never complained about the sometimes-spotty tech support, and we chalked up all the hiccups as just the cost of doing business with a smaller, more responsive company.

Now it appears that the community is becoming less of the concern for the admin. Perhaps us end-users will never understand the real reasons for this new encryption procedure: I'm not sure I buy fully into the "security" concerns. But it feels like we just lost a good degree of ownership and control over our own data, and more importantly, the future became much more cloudy, no pun intended...

Gianni,
I wouldn't judge the company's commitment to the user community based on this one issue.
First, concerns about this issue are just making their way back to the people who can fix it.
Second, the company's recent track record in responding to user concerns has been excellent.
Let's see how this plays out.

Unfortunately my laptop fix was only temporary so that it needs to go back for repairs leading me to be computer shopping today. Looking forward to the joy of loading AC onto a new computer with a new key, and then seeing if a 'chef' with the mysterious sauce is available this weekend to cook my .enc then return it to me in a 'palatable' state.
And I'm on call
And watching the grand-kids
I'm sure everything will work out fine

Jon,

Fair enough. I'm sure to some, I may be coming off as an overzealous harbinger of the apocalypse, lol. I'm actually not a "rock the boat" kind of guy. For example, when version 8.x came out, we adopted, were horrified and upset with the speed, then upgraded our server and disks (SSD) and moved on. In my mind's eye, it wasn't a showstopper - it was more an annoyance that could be addressed with a little time and $$$. It's a small and intimate company with finite resources doing the best they can - we get it.

This issue is a little bit different, or a *lot* different, depending on the mechanics behind the new encryption process. Any procedural change that puts distance between a user and their data is a huge deal, at least in my mind. And we make it a point to check regularly for any winds that signal change. Access to data is how wars are won and lost in the IT arena. It goes without saying that all the people who went with outfits like Practice Fusion are now lamenting that decision. They'll go where their data takes them, led around by their noses.

I was actually quite surprised that I was the first person to bring up this issue. It makes me wonder how many people are actually checking the integrity of their backups, rather than just eyeballing the date stamp and size. A recent bout with Ransonware really drove home that point with us. As I mentioned in an earlier post, if you aren't regularly checking the integrity of your backups (regardless of vendor), you are doing yourself a huge disservice. This is the *life blood* of every practice, I'd imagine. Given the current scenario - unless you have someone like Sandeep or Indy around, the only real way to check is to restore the backup file to your live Main Computer. Perhaps someone knows better, but I wouldn't recommend that practice, especially given how shaky the restore process is in the first place.

Jon - I'll take your advice, give them the benefit of the doubt, and take a wait-and-see approach. But if I sense a theme that we're not happy with, it'll be time to halt all updates and shop around for a new EHR. And I'm sure admin wouldn't lose a lot of sleep over it - we're not part of the cash-cow segment: the Cloud's where it's at.

I know this is a broken record but my .end file is my LAST line of defense. I trust Acronis and Macrium and Backup assist easy more than AC. I do have to say I have yet to have run across a bad AC backup file.

If you want to test, get a VM on the same main computer, the value of snap shots cannot be ignored. If you test weekly, send the file to AC weekly.

In this particular issue, you are right. Contact support and yell them you need a key even before shopping. Send the file now. Not saying it's right but the best way to do it smoothly.


And you guys are sick of this, but a full mate metal macrium backup would mean you would have to reinstall all of your programs. Just install macrium, use your activation key or call for a new one, reboot, restore the full backup from the BIOS. Done.

But just options You are still correct.

I'm having a little trouble following this.
Are you saying that even if you use AC backup service that you can't back up to a new machine on the same domain if your main server goes gunnybag?
And that if you try to use an .enc file on your own network it won't work without uploading to AC and re encrypting?
Another reason to stick wit 6.3.3?

seems to be the case with 9.1, having to do it all today, word from the tech is they are aware it might be considered a pain in the [censored] and they are looking into it

Am I correct, are there 2 new issues with restoring and moving our databases:
1. I haven't been able to get past the second window of the AC 9.1 install program on a new computer (see image in my prior post), without contacting tech support for an install key, good for 24 hours, and
2. To install our databases on a new main computer, we must upload the .enc backup file, wait 30 minutes to several hours for AC to do some magic, download the newly baptized .enc file, and reinstall on the new main computer.
All within 24 hrs. Would AC tech support like to hand-hold for this interval with an MA in my office? I've got to see patients (using paper I presume). Didn't think so...

They are still OUR databases, I assume?

OK, part of the problem again is we are talking about something with some of the facts. And, when I say that, I mean we/I don't quite understand the whole process. Thanks Chris for trying to update. I think even AC hasn't got their head around it. I think AC came up with this idea to improve encryption for better security starting with 9.1. All good. But, then someone tried to restore an earlier backup, like 6.3.3 because they wanted to upgrade, it didn't work. So, uh oh. Well, we can fix this by taking the older .enc file and encrypting it so it was at the level of the 9.1 version. In other words, 9.1 and higher versions, 9.2, produce this .enc file that is at a level 5 (maybe 256-bit), I don't know. Where all the others were at a level 4. I do think that you can use 9.1 to restore 9.1. (more later). Caveat, again I am not sure if I understand correctly, but this is my sense. So, when AC became aware that 6.3.3 or 7.0 wouldn't work on 9.1, they couldn't go back and change 9.1 (this would be a great place to have patches), they figured, well we can change these level 4 files by making them level 5, not so much so they would be more secure (they would), but now they would be able to restore a 9.1 machine.

So, in short. 9.1 nicely makes a more secure backup. But, it now can't restore a less secure one. What to do? Have support change it. I think the issue is, AC doesn't understand that even making practices upload a file even for four hours, but probably more like 24, would be a problem. They aren't doctors. It seemed like an easy fix. But, it isn't. And, for practices with local .enc backups with even 10GBs of II, it will be a nightmare. SO PLEASE MAKE AT LEAST ONE BACKUP THAT DOES NOT HAVE II. You can still do a scheduled entire backup at night. I can tell you, I do an .enc backup after last patient. It takes two minutes.

So, when you get on 9.1 or higher all of your backups will be the same. You WILL be able to backup and restore without bothering support.

NOW, what I think adds another level to this, and I may be wrong. But, I think even 9.1 backups won't work without support's help if you go to a virgin machine. I could be wrong here, but that would be where you are forced to do this upload/download process. And, if you are doing an elective move, then it's not a problem. You know you are going to move the database to the virgin machine on Sunday. You send your .enc file to AC on Friday. Maybe even close early. And, also, contact support to let them know so they are ready and waiting, so you aren't stuck on the weekend without a level 5 backup. When you get that file back (if you are doing this electively), the install on virgin machine, and you are golden. ALL OF THIS PARAGRAPH IS HELPFUL IF I AM CORRECT THAT YOU NEED SUPPORT EVEN WITH A 9.1 OR GREATER BACKUP IF YOU INSTALL TO A 9.1 VERSION ON A VIRGIN MACHINE.

Now. Assuming that is all true or at least the first part, this is very bad timing. Why? Because at or nearly the same time, AC changed their system to where you will need a temp activation key to unlock a program that is installed on a virgin computer. This is whether or not it is installed in your office or a new user somewhere five states away tries the trial version. This has nothing to do with the backup file. This is very much like activating Windows. You purchase the license, and you install. If you uninstall and install to the SAME computer, but some hardware has changed, say the processor and RAM, Windows won't recognize it. You must call Windows for a new license. So, even if you bought a new computer, you would not be able to use the same install disk to install Windows without Windows' blessing.

So, if you install AC to the same computer it will recognize things in the database and allow it to install. Same version, upgrade; doesn't matter. If you try to install any version to a virgin machine, there will be no database, and the new install will say, "Wait, this software hasn't been paid for." So, it won't install. So, you email support and they send a temporary key, and it installs and when you restore your data or put in your real key, you are fine.

I am rather sure the same thing happens with a new doctor in a new office who downloads a trial version. I am assuming he or she will have the same issue. And, they will contact AC and get a temporary license. I could be wrong. But, if this is the case, then it is backwards. A trial version should install and run for 30 days before requiring a license. AND I THINK THIS MAY WORK. I do know when I tried to install a beta version sent to me by AC, it would not install without the key UNLESS I installed over a non-virgin machine with a database. But, that would be installing a beta version in a production network. So, I think trials may be OK. I am not sure.

So, I think this is why some are confused about the temporary installation key and .enc being part of the same process. If you install AC on a virgin machine, it will require the temp key. And, it will require a new .enc file if it is 9.1 or higher.

1. You install v8 on virgin machine and use v7 backup, you are fine, but you will need temp key.
2. If you install v9.1 on a virgin machine and use v8 or even v9.0 backup you will need temp activation key AND upload/download re-encrypt.
3. If you install 9.1 on a virgin machine and use a v9.1 backup, you will need temp key and you can use the 9.1 backup.
Basically, you will always need the temp key, if you install to a virgin machine.

If all true, and even if some true, here are some suggestions. Sorry if they are wrong. Again, it is complicated, and I haven't had time to go through all the machinations, but I did succeed once (not knowingly) using this method:

Three possible workarounds and one highly recommended recommendation, if that makes sense:

1. Make your second best computer or the one that you would consider using whether elected or in an emergency and turn it from a virgin machine into a non-virgin machine) Install your current version on virgin computer. It won't install. Email support and get a temp key. Complete install and disable ability to anyone browsing to it instead, change or remove the .xml file. There are other ways to disable it temporarily. It can be made the real database in seconds. Now you have a machine that can be installed to with any version without the temp key.
2. You can install the version you are using, change as above, and still install 9.1 without a temp key. If you do this, now you have a non-virgin computer that you can switch to with a 9.1 backup if you have one, without the re-encrypt. It is 9.1 and will accept a level 5 backup produced by 9.1 or higher. Personally, I don't think this would be necessary unless you are leaning toward 9.1, and you have a crash. But, I don't think installing 9.1 to the new machine would take longer than 20 to 30 minutes.

Some recommendations:

The above. Pick a new machine. Install AC. Get a key. Continue installing. I have done this.
If you really want to be golden, and you are using 9.1 install to new machine, get a key, and you are all set for either crash or testing backups.
If you are using AC .enc backups with II, go ahead and do so as usual, but do one without II. So, if you need to move level 4 to level 5 (and .enc prior to 9.1), you have a 100MB file and not a 30GB file to restore that you can do quickly. You will need to make sure you have a backup of II somewhere else so you can add to the new restore.
Do a complete restore daily of server/main computer or use a SQL server backup. You can also backup SQL server using SSMS. That is the best backup of SQL. If you backup SQL server in any way, whether whole backup or log file backup (every five minutes), you need to back up with a program that is SQL backup compatible. Even with online backups.

AC:

Again, if any of my assumptions are correct.

Get rid of the temp key and allow software to install and use license we have already paid for. This isn't like Windows or Office or Adobe or any other software. There is no advantage to having multiple databases. You can only use one at a time.

Do a recall of 9.1. Get rid of the level 5 backup situation until AC can figure out a way for us to change it. Much like a database tuner. Imagine if when we had to use a database tuner, we had to send it to AC and back to tune our database to the new SQL database.

9.2, which is now in beta can be changed to not make this level 5 backup OR, even better, allow it to make level 5 backup, but allow it to accept level 4 backup.

Sooner or later, people will move to 9.1 and have level 5 backups. These level 4 backups ARE HIPAA compliant. This is a voluntary security increase by AC (I think at the request of Pri-Med). The reasoning as stated above by AC is to stay ahead of the people who make malware. Remember, ransomeware, by far, is the biggest problem with malware today. I don't think it affects .enc files, but I could be wrong. But, a level 5 backup will be susceptible as well. The only defense against ransomeware is certain A/V antimalware software, which is being developed as we speak, there are some improvements in Hyper-V Windows Server 12 OS. But, the best is full backups that are disconnected.

Even now, AC backups of any kind should be backed up to hardware which you can disconnect.

Very quickly come forth with total transparency and explanation of both of these changes. There are a few things going on behind the scenes for the good, which may delay this a week.

Summary:

The temp key at the moment is the least of your concern. Make a non-virgin machine. Or realize you may have to wait four to 24 hours to obtain. These temp keys should be available 24/7/365 by AC. Not sure if they are. Doubtful.

If you have 9.1 or are going to switch to 9.1, PLEASE do your .enc files with and without II. Find a second way to backup II.

Installing to a virgin machine on your network is a good idea. If you do so for a rainy day restore, I would at least email AC for a key to see how the process works and how long it takes. Try it also on the weekend. Try it Sunday at 5 pm.

If you are going to need to do an elective restore and will need an .enc file, contact AC support ahead of time and tell them I will be sending my file at 6 pm Friday or 8 am Saturday so they are aware.

If you think that if you have a crash or you are considering v9.1 go ahead and install it on a virgin machine and get a temp key so you can restore it and are good to go. If this is not going to be your actual database, disable it in some way. If the .xml file is removed or if you change the name to .xmlold, it will be there when you need it.

Please do not just rely on AC backups. This is not a good idea anyway. When I write on backups or give a talk, my first comment is your most important backup is your complete server/main computer backup nightly. Hopefully an image. And, even better, a bare metal restorable image. Back them up nightly. Check they are being backed up weekly and test them monthly. NOT OVER THE PRODUCTION MACHINE.

Sorry this is so long. If only part of it is right, you should still have a better understanding of what is happening. If all is right, and you are still confused, at least you will have a better understanding. You can PM me with questions.

Also, another take home message. Both of these changes do make sense. Both help with security. I just think, in my opinion, AC neither knew these changes would result in this, and I don't think they realize their fix is not enough of a fix. The overall chaos hasn't hit a crescendo, because most people are not needing to install programs to a virgin machine or upgrade to 9.1 using a level 4 backup.

The irony here is that while some have said otherwise, I have always found the .enc file backup to be extremely reliable and rock solid, bullet proof. ACPM is changing this.

Thanks Bert. I think the length of your note illustrates exactly what is wrong with the limitations AC has created. That, plus they aren't a 24/7 outfit. They can't respond fast enough for 24/7 operations like our practices.

Why do I need a 24 hour key to install AC ver 9.1 on a new computer? I already have an account password & service agreement.

AC would be better off trusting their customers to manage their own database backups. They have enough to do just getting the software right.

Gianni, I understand and I am with you. I share your concerns about data ownership and your analogy to PF is appropriate. AC has a history of a rather unique approach to this; one that is quite important to many of us. We own our charts and data. Period. In prior discussions with AC regarding their data-sharing and ownership policies, some of us argued this point quite forcefully (ask John Squire; he will tell you I can be quite a PITA about it). What I learned though is that the company is quite committed to keeping us in control of our data.

AC has a user base of thousands, and they sometimes overlook the sizable - and vocal - group that is very "hands-on" with the EMR. So in an effort to improve security, they made changes presumably without recognizing their full impact. Many users simply want a "set and forget" back-up that is secure; I suspect that was the goal here. Many of us want (and will insist on) more than that, though.
At the least, they should have clearly notified everyone of these "procedural" changes. In fact though, they should recognize that what seems like a minor shift has significant implications. In addition to what is stated by others above, AC now becomes a subscription product. Annual purchase of support essentially becomes a requirement.

And as ryanjo says, "They are still OUR databases, I assume?". I am sure that AC will say that they are: but what does it mean to own a database that you cannot access?

Current AC users need to be able to set-up a new computer and install the program AND restore a back-up (either as a test or in a real "disaster") without relying on AC support (at least, as support stands now).

We should push hard for this: past experience tells me that the company will respond appropriately.

Just finished with support today Sunday now have 9.1 on my new/virgin computer up and running just fine.
Will be trying later today to clone my C drive onto a SSD(damn new computer had a spinning drive forgot how 'slow' they can be) anyway the tech wasn't 100% sure that it will all be fine when I switch out the spinner for the cloned SSD. Will post back later should be no problem I'm thinking.

It shouldn't be a problem because the image or clone will already have 9.1 and the activation key and the data already done. Even if you hadn't restored yet, but the restore was good and your AC 9.1 was valid, 9.1 and the data should recognize the things it is looking for.

But, if the tech isn't absolutely sure, it should be off to the lab to get to 100% sure.

Damn I know I have 2 USB 3 to SATA cables, turned the house and the office upside down no luck, even took a ride to local Staples that was a waste of gas.
Looks like the cloning will be delayed a few days.

Every SSD I ever bought comes with a combination SATA connector to USB connector. I have about three. I will throw it up in the air, and maybe you will find it.

Thought I would throw in my 2 cents here. To summarize the issue, with the new licensing key scheme of AC, you can no longer even install it on a new machine without obtaining a client key. There's only a few reasons to implement the license key requirement and this is to control upgrades. Most likely they are concerned about piracy.

This raises a few concerns:
1) For people who upgrade to 9.1 and then discontinue their support plan a year later, would they have to resubscribe to get the install key? If so, the Amazing Charts licensing agreement needs to be updated to reflect that you're getting usage rights to the program and no longer own it.

2) Make sure you let people know that upgrades can only be done by notifying AC if planning to move to new hardware. Wouldn't want someone trying to upgrade an AC over the weekend and being unable to get a key til Monday morning.

Solutions to the Problem:
1) Move away from AC backup and focus on whole system backups especially if you're not on the support plan. That means disk imaging like Macrium, Acronis, etc.

2) Use virtualization. If something happens to your server, you can move Virtual machines between servers without needing identical hardware.

so then if you move the VM from 1 host to another host, AC won't know it's diff hardware and no new key will be needed?

That should be the case. I'll be testing this in a week or two since a local cloud provider just went out of business and everyone's data needs to migrated off ASAP.

Had some time this weekend. I can confirm moving Virtual machines between computers maintains the licensing state. However, now that AC knows, I don't know how much longer until they patch it

A long time. And, not too many people are going to go to the trouble of setting up a VM. Then purchasing a OS for it. Move it to another machine with a VM, unless you are going to uninstall that VM and then add an OS to it there, unless you can use the same one.

Feel free to correct me on all that, lol. But, still a bit much for most people.

Lol yep, but for those that have VM's, it's good to know it's as easy as copy and paste. I believe Gianni (thread OP) uses VMWare. For people who have it on physical hardware, I also tested both Macrium and Acronis and confirm it works. BUT! If you are cloning to new hardware, you will need to use Universal restore (Acronis) or Redeploy (Macrium).

Full server image backups should be the preferred way in case of server failure. That way you can restore all services at once. AC data backup is a backup-backup for me. It's hard to backup full disk images to the cloud, but data files are pretty easy.

OK everyone. Prepapre yourselves.

I COMPLETELY agree with my man, Sandeep.

I like to call the AC backups, my quick modular backups. If something goes astray with AC, I don't want to have to restore from a large image. Just restore and done. But, you have to have the full server backup. Plus, if you back up the server, you are backing up your AC backup.

Medware is like that. Medware is a unique throwback program. Doesn't really install to the registry. Very easy backup. Solid.

I should say, Sandeep agrees with me. I always agree with him. He is numero uno.

Yep, I agree with Bert. Thanks ha. Just to expand on Bert's idea of a modular backup. A lot of people also like to use the AC backups for testing in a sandbox. E.g. Upgrading to new version to see the performance.

But, that gets you to the upload/download thing.

WHICH THEY ARE WORKING ON AS WE SPEAK.

As Bert mentioned above, in response to user concerns posted here regarding the new .enc encryption and restore process, our Development team is currently working on improving the user experience. Once it's completed I will provide more details. The objective is make this as autonomous as possible for all our end users. I should have more information in the next few days.

Thank you for responding, Chris.
I hope the "user experience" improves soon.
I was all set to move to 9.x before this thread scared me off.
Since I regard MU as completely hopeless -- and the new iteration of "path to value" (MACRA) to be beyond insulting, I am stuck at 6.3.3, which is quite functional and suits my needs very well.

I really don't think that the people who run the world have any idea what doctors actually do for a living. And maybe that is just as well. I will hide in the interstices of reality and enjoy my practice with patients I like, and who like me.

Yes, we use the VMWare ESXi environment. We *love* it. Virtualization is just flat-out amazing.

I noticed both Bert and Sandeep mentioned Macrium. I will have to look into it. Generally speaking, when either of those two characters talks, I listen, lol. And Sandeep gets another vote of "numero uno" from me.

Chris @AC - thanks for taking the time to look into this. Yours is a tough gig, and we appreciate you.

In response to user concerns posted here regarding the new .enc encryption and restore process we have made some recent modifications that will offer our users a more streamlined and efficient solution minimizing any negative impact to your practice.

As of version 9.0, all fresh installations of Amazing Charts, as a server, must require entry of a special license key to control improper distributions of the Amazing Charts software. This key will be provided by Amazing Charts upon request. Simply contact Customer Support, provide your email address and a new installation key will be emailed to you. This key will be valid for 24 hours. An Active Support agreement (GAS) is not required to receive this key as your original purchase agreement entitles you to re-install Amazing Charts on multiple servers in your office.

Effective with version 9.2, in regards to the restoration of your Amazing charts backup file (.enc), we have modified the new encryption utility so you will not be required to send the enc. file to CS for re-encryption which introduced unnecessary extended downtime. Instead, our CS tech will download the encryption utility to your new server and re-credential it to accept the .enc created on the original server, effectively credentialing both AC servers to exchange the same .enc files.

For those users wishing to stand up a secondary AC server to validate backup integrity or to have a spare AC server on hand in the event of a crash the process will be:
1. Contact CS for installation key
2. Install New AC software on the alternate server
3. CS will credential the alternate server for your current .enc file.

From that point forward your workflow is the same as it is today on systems prior to 9.1 and you can restore your .enc file at will anytime you desire without assistance from CS.

Descriptions of this new process have been added to the 9.1 and 9.2 release notes so that our users are cognizant of the new process and may implement contingency plans that will minimize potential downtime in the event of a system crash.

Chris this will apply only to a new server new client computers will be able to be added without any new dance steps correct?

Correct.....only servers.....you can install as many clients as you need without a license key.

Sounds reasonable.

So then to set up a client to be available to be a 'spare' server I would have to reinstall AC with SQL on it, get installation key, get it 'certified' to be a server but not load the database until necessary that is would still use it as a client by pointing it to the database on the current server. Once certified by AC could I load the enc file on the spare server at anytime if needed to be used as the server?

Koby,

Hopefully, I can help here a little. And, I may have one thing wrong, because, frankly, it is a little confusing. There are two reasons this has become so confusing.

First, is that AC made two big changes at once. Part of that wasn't their fault. They didn't foresee the issue with the new higher encryption. But, given that it became a problem, we were all trying to wrap our heads around two very new requirements we hadn't had to deal with before.

Second, while I still find Jon Bertman to be one of the greatest geniuses I have ever known (I mean learning C++ or whatever programming language, reading books larger than servers on Access and somehow designing a program all WHILE has had a full time practice), he still had ideas that on the business side were somewhat rudimentary. Read his first EULA if you want to see. Think about it. I have installed multiple versions of AC on multiple computers at one office, then multiple computers and servers at another office, in sandboxes, VMs and at home. Simple. But crazy. Almost all software you purchase nowadays requires an activation key. And, if you try to move your OS or Adobe or even add one of the key components that MS counts toward a new hardware configuration, have fun on the phone with them getting your activation up and running.

As a case in point, I just downloaded the home version of MBAM as MSE wasn't quite doing its job. I decided to use the trial version which is a full version of the product. I have two weeks. At the end of those two weeks, most of the functionality will stop working, and I will be offered the opportunity to purchase a license. That license will likely be sent to me in an email to copy and paste into the program. It will be specific to that computer. I can take the same installer and use it on my laptop, but I will have to get another key. So, imagine how much cheaper and easier it would be for me to send an email to MBAM and say, "New license please."

So, basically, AC is now doing what should have been done ten years ago. They are simply allowing you to activate AC and SQL on a new computer. My guess is they don't even mind if you install it on your laptop, tablet or home computer. You can still get the key sent to your office where it matches your licensed email. So, yes, go ahead and install AC to every computer you think you may need to use. But, remember, that is only giving you insurance so you can change instantly to that computer. As far as elective changes, it won't be that hard to wait on support. Even if it were an emergency, you would likely have little issue getting a key quickly. Hell, and Chris will hate me for this, but I would be emailing Chris. So, that is part one. The free installation key.

As to the .enc file, version 9.2 is looking for a higher encrypted backup file. In order for it to accept an .enc backup file from 8.2.4, it will need to be "credentialed" not "certified" a minor detail but important. Once, the new software version is credentialed and has been restored with the older backup, all subsequent backups will be 9.2 or higher backups and they will not need to the special tool.

The thing that may be cool would be if you had the special tool, if you could use it anytime you wished.

BUT WE ARE ALL MISSING THE BIG POINT HERE: Something I have rebelled against since v1. Unless I am dreaming, Chris referred to support as CS support. Customer Service support. I think we are finally getting away from Guardian Angel.

My question was more once 9.2 comes out would it really be as simple as contact support to get a back up server certified, then whenever it might be needed to be used as 'the server' just go ahead and load the ENC back up and no need to contact support further?