Home Forums Discussions General Discussion help urgently required !

hello,
paid AC tech support to upgrade me to version 10 . halfway thru the upgrade they said they could not proceed because a website that needed to be accessed was blocked .
this is what they sent me:this is the website that they cannot acces and it is stopping the upgrade .
https://accs-api.amazingcharts.net:49060/CredentialsService/CredentialsService.svc
they are telling me they have no clue why and want me to figure it out or call my IT guy. i am in a small town and do not have easy access to any IT support ,
can someone please help me out .
I am stuck because they rolled me back to version 8.3 and to make matters worse , they cannot get the clients to connect with the data base. To add insult to injury, they ate telling me it is because AVG is interfering with it and I should call AVG! this after i prepaid for my upgrade
so I am stuck with either having to turn off my AVG and risk viruses or try to call some tech support in a different country .
this is awful service from AC tech support. can someone please help!
thanks
bala

Hi,

That url page opens up two on Windows 7 Home systems running AVG and Avast using CenturyLink and Comcast:

https://accs-api.amazingcharts.net:49060/CredentialsService/CredentialsService.svc

If you limit your browsing to AC tech support, you're safe enough.

You can open AVG from its taskbar icon and disable it until restart
(You can reopen AVG by the same icon and restart it.)
see if that lets your browser connect

Possibly your Windows firewall is blocking the site?

control-panel
windows firewall
turn windows firewall on or off
turn it off and ignore the warning
see if that lets your browser connect

Possibly you installed a firewall program from AVG or another company?
ctrl-alt-del
start task-manager
click on processes tab to see what's running
click on the description heading to sort by name
see if anything like a firewall is mentioned
figure out how to stop it
see if that lets your browser connect

Restart in safe mode with network
See if that lets your browser connect
if so, some program is interfering

Possibly your modem/router has a firewall set?
much trickier

Cheers,

Carl Fogel

thanks Carl
i actually did have AVG turned off during the installation process as well as windows firewall.
I will try the other options you mentioned .I believe I had set the modem security setting to high so that may be an issue
Don't think I have installed any other firewalls except AVG but will check.
Are you by any chance from Pueblo CO ?
thanks for the suggestions if you have any others would welcome them

Bala

Hi,

If another computer on the network can reach the site, the connection problem is local to your server.

If safe mode lets you connect, another local firewall may be installed. In control-panel, programs-and-features shows what's installed.

If your modem has high security settings, lower them or turn them off.

Try another browser. Both Windows 7 and Windows 10 have Internet Explorer, and Google Chrome is quick and easy to install if you don't have it.

Most browsers offer the equivalent of safe mode, meaning that they disable their add-ons and extensions.

For Google Chrome

1 Launch the Google Chrome browser.
2 Click the "Menu" icon in the toolbar.
3 Click "New Incognito Window" to open Chrome in Incognito mode with your extensions disabled. Chrome continues to run normally in the first window.

For Internet Explorer

Open a 'Command Prompt' window.
Type cd/ to get a blank C: prompt.
Type in "C:\Program Files\Internet Explorer\iexplore.exe" -extoff (where C: is your local drive)
Press ENTER.

For Firefox

1. Open Firefox.
2. Click ☰.
3. Click Help.
4. Click Restart with Add-ons Disabled.
5. Click Restart, then click Start in Safe Mode.

Others may be able to help more easily if you give details, such as whether it's a peer to peer network or a domain server, what version of Windows is running (w7 or w10), which browser you're using, (IExplorer, Chrome, Firefox), and your modem model and ISP company.

Yes, I'm in Pueblo.

Cheers,

Carl

thanks
I will try the browser suggestions that you have provided - on running windows diagnostic it says' computer correctly configured but the device resources ( accs.apl.amazing charts.net is not responding )
did want to mention that
2 of my client computers do not connect to the main computer after version 8.3 was installed .
I get the following error message on one :
"warning 1946 property
(9 F4C2855-9F79-4B39-A8D0-E1D42DE1D5F3) 12' FOR SHORT CUT AMAZING UTILITIES.EXE.LNK COULD NOT BE SET.
on the other it simply says could not connect to database or file not found .
thanks
bala

If all of Carl's of suggestions don't resolve the issue, then it is similar to a problem we have experienced.

In our case it is a firewall that does closer packet inspections, sometimes referred to as SPI.

If it is your firewall, then the rules on it have to be tailored, and that is a whole other subject that is going to be specific to the device.

A simple test is to BRIEFLY connect the main computer to the Internet, and see if the installer is able to run. As soon as it passes that stage, I would disconnect it again. There are always risks in bypassing security, so that will be your choice.

As an alternative, if the main computer is a laptop, you can go to a coffee shop with free Internet, and try it there. Again, there are risks, but it is an inexpensive way to try another network setting.

thanks Indy and Carl
I tried all of Carls suggestions but no luck yet.
as far as 2 client computer not connecting to main computer , Indy I was not sure if you meant firewalls on clients or main computer
could you please clarify
thanks
bala

Also check permissions of the shared AC folder on the server computer.

When browsing your office network in File Explorer, will the main computer with the AC databases appear by using the intranet IP address (192.168.x.xxx)? If so, use Amazing Utilities to reset paths, logon to AC & browse to the main computer by using the IP address.

Dear Carl, Indy John and Kurt,
AC folder is shared on main computer
I was going to try connecting using the IP addresses but have not yet done so because I was able to get them to connect at least yesterday by turning off AVG, windows firewall , all chrome extensions and reducing my modem / router security from high to medium. Don't know which ones actually helped . I was also able to access the website also after that .
I think the 8.3 build 110 is defective . When AC tech support tried to trouble shoot , they were able to connect using ip addresses but not by using the regular method which should not happen . further , when i re installed AC on the 2 problem computers, in spite of using " no this is not my main computer" option and installing it, when I opened AC it said " you dont have the SQL server and data base on this computer, cannot open AC "
which should not happen. Re directing the path thru AC utilities as they suggested led to the error message" file not found " . Eventually , after turning off all the above, when I opened AC it said " no databases on this computer , do you want to try another computer with the databases and when I answered yes, it finally connected . Dont know how long this will last.
appreciate all your help. Hopefully they can finally install version 10 now that they can access the credentialling website and my troubles might be over .

Bala

I have not followed every detail of this thread, but AC version 8.3 has components that are not compatible with Windows 10. You can use AC 8.3 on client computers running Windows 10, but not as main computer.

hi Kurt,
the problem computers have 8.1 not 10
the problem appears to be connecting to the XML file because it can browse to the main computer but it will not connect to the SQL server or the XML file .
thanks
Bala