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Where is AC??? #75903 09/22/2020 11:55 AM
Joined: Jun 2011 Posts: 255 DrLee OP Member
OP DrLee Member Joined: Jun 2011 Posts: 255	Where is AC support??? It has NEVER been this bad. Is anyone even working there now? Very frustrating. David Lee, MD IM Dallas, TX David Lee, MD IM Dallas, TX

Re: Where is AC??? DrLee #75904 09/22/2020 3:38 PM
Joined: Feb 2011 Posts: 1,023 Likes: 5 Cumberland, Md DocGene Member
DocGene Member Joined: Feb 2011 Posts: 1,023 Likes: 5 Cumberland, Md	Comments like these are obviously very troubling. Anyone from AC around to comment? Thanks Gene Gene Nallin MD solo family practice with one PA Cumberland, Md

Re: Where is AC??? DrLee #75905 09/23/2020 1:37 PM
Joined: Jan 2011 Posts: 443 Likes: 2 serene Member
serene Member Joined: Jan 2011 Posts: 443 Likes: 2	I sent a new support case last week on Wednesday. Still haven't heard from AC. Serene Office Manager General Pediatrics Houston, Texas

Re: Where is AC??? DrLee #75906 09/23/2020 4:37 PM
Joined: Jun 2011 Posts: 255 DrLee OP Member
OP DrLee Member Joined: Jun 2011 Posts: 255	And still not a peep from AC...!!! Something seems off. David Lee, MD IM Dallas, TX David Lee, MD IM Dallas, TX

Re: Where is AC??? DrLee #75908 09/24/2020 9:19 AM
Joined: Jun 2011 Posts: 255 DrLee OP Member
OP DrLee Member Joined: Jun 2011 Posts: 255	Ok, so now I'm getting worried. Is the company going under? Do they all have COVID? We are moving our office next week, so I'm sure we'll need support changing address, etc. Anybody else in contact with AC??? David Lee, MD IM Dallas, TX David Lee, MD IM Dallas, TX

Re: Where is AC??? DrLee #75909 09/24/2020 12:13 PM
Joined: Dec 2012 Posts: 22 Washington Charlene Member
Charlene Member Joined: Dec 2012 Posts: 22 Washington	I called early yesterday and left a message for support. I received a call later in the afternoon and they helped. All I need was for them to great a backup file. Only took him 15 and he was done. I don't know if they got back to me soon because it was easy, but none the less, they did. Charlene Office Manager Family Medicine

Re: Where is AC??? DrLee #75910 09/24/2020 12:16 PM
Joined: Jun 2011 Posts: 255 DrLee OP Member
OP DrLee Member Joined: Jun 2011 Posts: 255	I've reconnected, and they've assigned a team to help with the move. Whew! I was getting worried. David Lee, MD IM Dallas, TX David Lee, MD IM Dallas, TX

Re: Where is AC??? DrLee #75911 09/24/2020 12:21 PM
Joined: Oct 2011 Posts: 1,612 Montana jimmie Member
jimmie Member Joined: Oct 2011 Posts: 1,612 Montana	I have noticed the chat is hit and miss, but I got right on the chat to get help two days ago, but usually can get someone on the chat or a return phone call within 24 hours of initially trying, and if i really need them I send an urgent voice mail and during business hours I have had good luck getting someone back to me in several hours. Not too bad but not quite as good as it use to be, when you could get someone right away instantaneously when I first joined AC nearly 10 years ago, wow can't believe it has been that long!!!!! jimmie internal medicine gab.com/jimmievanagon

Re: Where is AC??? DrLee #75927 09/28/2020 1:06 PM
Joined: Jan 2010 Posts: 1,128 Alaska Boondoc Member
Boondoc Member Joined: Jan 2010 Posts: 1,128 Alaska	I'm concerned the company is really not supporting AC anymore, as they've been unwilling to work on certain troubling bugs and now the "Guardian Angel!" support we pay for is not available often. The company has really changed in the last few years. I hope I get advance warning if I need to switch chart systems. Chris Living the Dream in Alaska

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Mark@AC: NewCrop just informed us that there is an outage. They are investigating, but no ETA at this time.

koby: yes what a combo new crop and AC reliable as Amazon......NOT

Mnemonic: A lot of fake stuff on Amazon, Just saying.

koby: but they take it back....NewCrops fixed

Mark@AC: Updox System Issues An update has been posted We will be taking the application offline at 4:30 PM (Eastern) to perform emergency maintenance. The application will be down for approximately 1 hour.

AmazingDave: 10/14. Multiple eRx failures. Anyone else?

JBS: eRx not working for us this morning 10/15 630am Eastern

JBS: Looks like its related to the migration - we completed it by NewCrops apparently doesnt think so

beagle: updox is downdox again, 10/15

JBS: updox back up... now if we can just reach Ac to restore eRx

DocMark: eRx is up for us but slow, unworkable

BrotherJon: eRx issue for many. New Crop and AC working on it.

ChrisFNP: yep, refills have crashed twice today

Dr M @ EmmFamPr: newcrop down for us also; and we did the migration; unable to send anything electronically

ChrisFNP: Any updates fr us in the CST area?

ACZ: Still no fix to prescibing. Nobody available from AC last time I checked. I have an email request in. Anyone else?

ACZ: update on prescribing: After calling thursday morning and leaving a message, received call from AC. They changed something on their end, and prescribing is fixed.

eriklloyd: 11/11/24 - Prescription failure for us. Anyone else experiencing issues?

Pinky: Yes. Prescriptions aren't going through.

beagle: anyone contact ac and get eta fix?

AMCS: Same

AMCS: This is from newcrop: New incident: Investigating We are currently investigating an error that may occur when attempting to transmit prescriptions. This is resulting in prescriptions remaining queued. Our engineers are working on resolution presently.

Bert: I am sure AC knows. It's probably a NewCrop issue and they are working on it

Pinky: It is working now. 1pm EST. 11/11/24.

Clem Surak: Is anyone else using ACPM and the EOBs are not matching up to patient accounts and the EOBs are having to be retyped into ACPM? Started a couple of weeks ago. Payer IDs are correct and match the EOB payer IDs.

tcosta: @ Clem Surak: yes, this has been going on for MONTHS in our office. We've been told it's the payers fault and it has to do with loop segments and payer response. Doesn't make sense to me, considering it's ALL the time now on multiple EOB's a week.

tcosta: It almost never used to happen and now it's constant.

tcosta: ACPM is extremely short staffed and it's taking them days to respond and fix the issue.

Clem Surak: Yes, it has been getting progressively worse. I have a ticket logged, but have not heard back, so I keep retyping the EOBs so that our accounting is up to date. Hope the migration to the new Clearinghouse fixes this issue. Thanks for the response.

Bert: Can anyone tell me where the post is from AIDevelopment

ChrisFNP: Anyone else experinencing sloooowwww prescribing? 11/22/2024 1550CST

Reena: eprescribing has not worked for me all day

awcenter: Anyone having problems with escribe this morning

ChrisFNP: 12/16 very slow escribe but working

ChrisFNP: I think escribe is already on Holiday 12/20

beagle: Alas, random escribe slow downs unfortunately par.

DRMO: anyone else having problems with e-prescribing today? Had issue on Friday also, but it autocorrected. now back 12 30 24

ChrisFNP: can't validate for controlled

DRMO: AC support did a remote assist. problem fixed. TY

ChrisFNP: MIne corrected about 2 cst

Headcase: I cannot Rx Fioricet last few days, put in support ticket....

Headcase: This Fioricet thing probably is of limited general interest, but I was able to send generic...

Bert: This sucks

ChrisFNP: A/C meeting today at NOON EST

ChrisFNP: Meeting is 2/26/2025 should have an email with the invite

koby: does it matter if NewCrap is worse on a Friday than a Monday?

ChrisFNP: nope, both are busy for me

lesmar: "Prescription batch error. There was an unknown failure trying to complete the prescription batch for [patient name]."' I was just trying to send a refill on narcotic medication. Any suggestions would be greatly appreciated. Thanks

ChrisFNP: 3/18 Does anyone else feel like the prescibing is slower than usual?

ChrisFNP: AC meeting today if anyone is interested, 3/19