Home Forums Discussions General Discussion Help with installation of v11

I am wondering if the correct method of installing v11.1 or 2 is to backup directly over v10 or to uninstall and then install the program. My setup is a little different so I am trying to take all the variables out.

My setup is: windows server 2012 R2 (I know gonna have to change that soon, or retire sooner) clients all Windows 10 Pro I've updated V10>V11.1.1>V11.1.2 on top of each other with no installation issues

We did uninstall and reinstall.
In the past did uninstalls with Revo but had some issues and this time was specifically told by support "we used to recommend Revo but now do not. Just use the Windows uninstall".

Thanks guys. FYI....I have gotten into trouble, specifically with Veeam Backup using Revo. I think if a program uninstalls but not fully or leaves behind many registry keys or something, Revo can be helpful. But...

My upgrade to v11.1.2 was an unmitigated disaster. Back on 10.0.2 with no thoughts about changing quite yet. Then again, getting here at 4 am to insure I could get AC working again wasn't that bad. Just no Dunkin Donuts open at that hour.

What happened?

I went straight from 10.0.2 to 11.1.2 with no issues. Just followed steps on the AC.net self help site. Just dirty installed 10 over 11, run the tuner and good to go.

What problem did you have?

Well, it was a nightmare. First I have to install it twice. Hard to explain, but it has to be installed on Windows Server Essentials VM and then on the remote VM. Which is how you access it. But, that is making it too difficult to explain.

Simply put, the "main computer" is Windows Server Essentials. It has 10.0.2. Did updates. Did a new backup (omg thank god unless support is really, really good). Set the checkpoints on the VM which makes it impossible to go wrong. Set a checkpoint, then do whatever you want. Install 20 programs, corrupt all of them. Click on the check point and all that goes away. So, I am definitely good to go.

Now here is where the problem may be and I checked. The normal method is to contact support, do the install, then you can't use eRx until the switchover. AC contacts NC. They pull the lever and, wa la, you are all set. Except the switch was done before I did the install. Supposedly if they switch you over before, you also can't use eRx until you upgrade. But, that was not the case. I could eRx. I checked with NC, and they said they were looking right at it. Script17. Switched over. So, I think, cool, I can just install and go home and drink some beers. Everything was good. Until it wasn't.

So, I installed 11.2. Without a glitch. Green bar tracking along. Installed successfully!! Clicked on finish. And, there was the most beautiful error message you would ever want to see. "Your version of Amazing Charts is not compatible with the Surescripts medication database. Tried to open it. Nope. So....I uninstalled it. I installed it again. Same thing. Database tuner. Nope. Uninstalled it. Late Sunday night. So, I installed v10.0. 2, which like Jon, I happened to find a copy on Box.com. Downloaded it from Box.com and installed it. Installed beautifully. Yeah. Clicked finish. And, "Your version of 10.0.2 does not work because it isn't the latest version of 10.0.2. So, I uninstalled it. Tried a few more things. Then looked in the AC folder, and the databases were there and a few scattered .xml files but nothing else.

Whew! NP. That is what the checkpoints are for. Click on the checkpoint and everything that happened would magically go away and I would be at step one. I put the mouse pointer on the Yes. Or should it have been No. No it's No. So, I clicked yes. Just as I clicked it I realized I actually canceled and deleted the checkpoint so I had accepted the machine the way it was. Yes. Broken. So, now it is 11:00 pm. Do, I call or email support and ask them to try to fix it? To be honest, it was so screwed up at that point, I figured it was beyond repair.

So, I sent in a Level 1 support ticket to Veeam. Told them to meet me in Citrix at 5:30 am. After all I had a brand new backup just seconds before the botched install. I left a message telling them this was Level 1 and I was going home to get some sleep. So, midnight to 4 am. The four scariest hours of my life. Back to the office at 5 am, coffee on one side of me, donuts in the middle and Red Bulls set at 37 degrees F to my right. 5:30 am, I get the call. Should be easy. Good backup. You can just do Quick restore. The tech asks me if I want to do it by the manual and he will send me the correct page the correct page as it was easy to just follow along. Or if I were nervous he could remote in and do it. So, I spit my coffee out trying not to laugh at the two options. Ummmm..... like send me the code number so you can remote in.

He did. He hit one button here, one button there and said, ok hit OK thanked god that Changed Block Tracking was set. It was. I did, and he said email me back when it's done. It's finishing. It's 8:30 am. Patient in the room. Blocks compared. Blocks deleted. Blocks repaired. Everything is exactly the same as I left it. I click on the AC icon, and stare, and there it is. v10.0.2 in all her glory. Slowest prescription writer in history (and I love watching every second of it now). I log in and it opens, and I am back to normal..

My next attempt will be after I contact NewCrop and tell them to turn it back. But, I need reassurances that when it installs and database tuner is run if necessary, the medication database will be compatible. And, damn, if I am going to make a checkpoint, then click on the right button next time.

At that point I think I would assume the upgrade itself was successful, and I would leave it in place, knowing that I could not eRx until I called New Crop the next day and asked them to make a change on their end.

I was worried that I couldn't coordinate that last part. But, because of the switch over prior to the install, it wouldn't even open.

So, I tried again and same result. Installed perfectly, but then threw an error message when I tried to use it. Fortunately, I learned my lesson and simply clicked on "Apply" for the checkpoint and the server was instantly back to the original state.

Props to Mark@AC for following this thread and emailing me to insure it was taken care of. He couldn't get hold of me so he asked Ryan@AC to contact me.

Triple props to Ryan@AC for spending close to two hours fixing everything. Damn, I don't need support that often, but when I do, they really come through.

And, all this while Ryan's kids were learning their ABCs in the background. At least I hope it was his kids. He's pretty good with computers if he is still learning his ABCs.