Home Forums Discussions Problems Where is tech support?

8am yesterday had simultaneous crash of fiber network (boom truck took out half the county) and server crash (Windows 10 won't load). My IT team worked all morning trying to restore; called AC tech support and left an urgent message--no response. Did it again today--no response. Live chat says techs not available for 2nd day in a row. I'm dead in the water... can't access AC, patient schedule, patient phone numbers to call them to let them know the office is dead. WHERE IS SUPPORT? THIS IS IMPORTANT!

Hi Dave,

Sounds like you have internet back and are using your own local server, ​not the cloud.

Do you mean that a peer-to-peer W10 computer acting as a server won't even start and go to its desktop?

Or that your W10 server starts, but won't load AC as a database server for anyone to use?

Or that AC loads on your server, but no one including the server can open an AC session?

Error message?

Cheers,

Carl Fogel

Hi Carl,

Internet was back up at 24hrs. When internet went down, AC ran very slowly, then stopped working one by one on our 4 work stations, first the front desk, then the nurse, and finally mine. My "server" is a dedicated W10 Dell optiplex computer on peer to peer. I attempted to restart the server, and it would hang at the blue Windows logo with a spinning wheel of death that would not progress despite our best efforts. My IT guys (very good by the way) were unable to fix it onsite, and took my server and workstation to their shop to work on rebuilding W10 and restoring my data files. (I have multiple backups on site and in the cloud). At some point in the process AC asks for a support license key to progress. Multiple attempts: phone, chat, email to contact AC support and no response. I've always had good access to AC support in the past, so I'm not sure what's going on.(earthquake, tsunami, EMP, Rapture?). It could be funny, but it's not. Especially as Monday morning approaches.

Dave

Hi Dave,

So something corrupted W10 on the AC server computer, leaving you unable to even boot it.

Then your IT guys took it, managed to get W10 to boot, and are stuck at an AC prompt for a support license key.

***

I don't know if they repaired W10 as it was, ran a repair install, or just did a clean reinstall that wiped out AC.

Since they're stuck at what sounds like an AC install, they may have made the understandable mistake of a clean reinstall.

If they did do a clean reinstall, it's understandable because it's the fast way back to a system and they'd have every right to expect that any and all programs, network settings, and printers could be reinstalled.

***

But it doesn't really matter now--you have to get the key from AC tech.

I'm sorry for your troubles and even sorrier that AC support seems to be no longer working.

Cheers,

Carl Fogel

then presumably you have a back up of AC, right? An enc file, at least, if not an image of the whole machine?

Hi Jon,

I may have confused you--sorry if I did.

When I wrote "a clean reinstall," I meant a clean reinstall of Windows 10, wiping out the existing corrupted Windows 10 that Dave said "booted to a blue windows logo and spinning wheel of death."

There are usually fixes for Windows when it fails to boot, but they can be tricky and take longer than a clean reinstall.

Dave mentioned data file backups, but it didn't sounds as if he has a system image up his sleeve.

I don't know if AC 10's built-in .enc backups can be restored to get around the support-key on a clean reinstall of Windows 10 (as opposed to restoring a system image backup).

Again, sorry if I only confused things.

Cheers,

Carl Fogel

I forgot to add that I've heard of the Windows system restore fixing things, but I've never had the pleasure of seeing it work.

All I ever get is either a tedious wait for the familiar sorry-it-can't-be restored or else a successful system restore that doesn't fix the boot problem.

In any case, it sounded as if Dave's IT guys tried a clean Windows 10 install and are stuck at the reinstall of AC because they need a support-key and AC isn't responding to Dave, who is understandably frustrated, particularly since other threads mention a 15-minute response.

I've reached out several times for my drug history and struggling for support

Thanks for the input guys. Still no response from AC tech support (Day 4 now). AC backups include internal HD, external HD, AC cloud backup. Also have full system cloud backup to the IT team's server. At 16GB, that cloud backup would take awhile, but hey I've got nothing but time... Currently IT has it up and running at their shop as a virtual server with data from up to last month. Can't get fully up to date data files until we get the license key from AC (crickets) support. Hope is to get the workstation back into my office tomorrow, 30 minutes before patients start showing up. I guess I'll feel bad if I find out AC support taken out in a nuclear power plant catastrophe, I guess... maybe...
Dave

Hi Dave,

If you have a full system backup, would it be worth trying to restore that to your server, starting AC, and restoring your most current data backup?

I don't know if that's what your IT guys tried and hit the support-key roadblock.

Or if the system backup has a different version of AC than your current failed system.

Cheers,

Carl Fogel

Hi Dino,

I'm sorry that AC hasn't responded to you.

Elsewhere on this forum, posters have said that they're getting quick responses on other problems.

So it may be that they're not responding to problems with drug history because they've gotten so many drug-history coomplaints and have nothing to offer you.

But if that's the case, AC ought to reply that they'll let you know as soon as they have it fixed.

Cheers,

Carl Fogel

What ever happened to "guardian angel" service..... ??!

Any update, Amazing Dave?

Hi Jon,

Well, I called AC again on Sunday afternoon (worth a try I thought), got a very nice lady who passed the urgency of the matter along, got a response from tech, put them in touch with my local IT guy (also working on this over the weekend), got AC up and running on a hosted virtual server by Monday. Some recent appts and imports were missing, but limped through the day on a reduced schedule. Came to work Tuesday with high hopes, couldn't send an eRx, got a message saying the disk was full, Weird. Uh, oh, I've seen this before. Checked and found the server hard drive was full. AC had attempted an automatic backup and filled up with failed attempts. That was Tuesday's project. Have had 2 successful backups since then, just finished my Wednesday 1/2 day and had NO GLITCHES today. Still operating on a virtual machine with plans to transition back to a local server in the next week or so.

I had my IT broach the subject of the mandatory v11 upgrade at some point with AC tech, and the IT to IT conversation was not very encouraging. Hopefully somebody is working on fixing the upgrade before the deadline. I don't really need to do this again.

In retrospect, my best guess is that the server was in the process of an automatic Win10 update when the network went down and corrupted Win10. Either that, or a toad or small dwarf living in the stomach of the server...

Dave

Hi Dave,

Glad things are going better for you.

Sounds like you suffered the same AC backup glitch that I kept seeing in one office, where it just keeps making backup after backup until it fills the hard drive.

Beastly thing to clean up and stop--endless files to delete, processes to stop, and lying to the system about what day it is to get things going correctly.

I kept fixing it, but it kept coming back, sometimes in two weeks, sometimes in a few months. AC tech had no fix, but I could hardly blame them--no other office ever had the problem.

I hope it never bothers you again.

Cheers,

Carl Fogel

Looks like AC has problem with support team !!!!!!!!!

I am trying to reach support for over 1 week, left message, e-mail but no response ????

Need help to contact support........

@practice.

Send me an email directly with your issue and I will try and get support to contact you. mdabeck@harriscomputer.com

Please keep in mind that if this is about upgrading to V11 of AC, support is responding to those in the order that they are received and you may not hear a response immediately.

Hi Mark

We are now seeing a new ERX problem that was not there when we first migrated to 11.1.2 and Newcorp got activated.
A ticket has been opened CAS-177641-G2Z9G7. Screen shot provided.

Not sure what we are having Erx problem after it had been successfully migrated


Ask for your help to have someone look at it as a priority since clinic operation is stalled now.

Thanks
Aramiz
Houston TX

Hello Mark

I appreciate all help to quickly fixing AC problem.

😊😊

We are also having problems with AC support.. they have been spotty in the past, but now its becoming embarrassing.. We havent been able to send out prescriptions for many of our patients because eprescription stopped working suddenly yesterday.. We have left multiple messages asking for help but I have not heard back.. we have tried the phone, email, and of course chat support is dead.

Is AC going under? what is going on w/ the support quality? It is impossible to get in contact w/ anyone, hopefully someone can respond here? this is very frustrating.

Hi Sookie,

Please email me your practice information and contact information and I can look into the issue for you.

mdabeck@harriscomputer.com