Home Forums Discussions Problems Just a Bitchin Post

AC runs in my office on a Server with 3 clients did the SQL 2016 upgrade without a hitch fine. However since my practice also takes care of patients in other outpatient settings (assisted living) I run another instance of AC on a laptop also with the SQL 2016 update; that laptop however is showing it's age 2nd cracked screen intermittant keyboard issues so figured time to replace it. Looks like I'll get dinged at least twice for extra fees by AC both for database transfer and then SQL update. Just very disappointed actually pissed.
Vent over.

Well maybe I'll just remote in to the office server instead

That sucks Koby. I'd also like to quickly vent. We have a 32 bit SQL and the guide says to contact AC for further steps so here is my chat.

Rebecca 05:20 PM
Okay if you're on 32 bit SQL you need to have us do the appointment. You can request an appointment from our website by going to https://amazingcharts.com/appointment-with-technical-support/
Josue 05:21 PM
Is there going to be a charge?
Rebecca 05:21 PM
Yes unfortunately there is still a charge
Josue 05:22 PM
How much? I can do this myself
Rebecca 05:23 PM
200$, you'll need us to do it as there are passwords needing to be entered on the AC end that only we have,

What's the point of AC hiking Support fees if they don't cover this!!
I am pretty sure they installed 32 bit SQL.
It is maddening to be told to have to pay for PASSWORDS.
That is just so low.

My practice also ignored by AC support, only response to three emails 7/3/2022, 7/5/2022, and again 7/5/2022 to same is robo generated case# f/b "we'll get back to you shortly" with no response to date.

Using AC since 2010. Currently using v11.1.2. Always followed self service instructions in past, and when they failed contacted support who remoted in and made changes to my peer to peer AC installation. In my case, instructions fail on page 1 pre-requisite checks line 14 for "You have SQL 2012 Express SP2 of(sic) higher installed*".

Followed instructions on page 6 to see if I have SP2, but these instructions also fail as SQL Server Configuration Manager referenced is not found. Fortunately, JamesNT helpful response to my post on that provided another way to check, and confirmed I don't have SP2, only two year earlier 2012 "RTM" version, despite following all directions and allowing AC Support to log in and make changes over 12 years of subscribing.

I complied with page 1 "if you do not have SQL 2012 express SP2 or greater installed, contact our support team at (866)-382-5932 for directions on how to proceed and do not attempt the upgrade process listed below." Calls go straight to voice mail. left two messages on VM 7/5/2022. No response to date. Clicked on "Chat" but from 7/5/2022 to today pop up box "Our agents are not available at the moment."

I am also wondering what my yearly support subscription payment is for.

Suppose somewhere there is definition of what is included with the support fee I suggest it needs to be renamed.

Agree, we have bought a product from AC/Harris and we pay a substantial yearly support fee; they make changes to the product to keep it functional/HIPAA legal/useable then charge extra for implementation because of passwords!!! Really is a 'WTF'. If I have some time maybe I'll review the current user agreement. Still waiting for my 'request for appointment' to be answered but when they do I'll ask for a contact to legal to show me the appropriate language in the agreement.
In the meanwhile my old laptop does still functions so there's that.

From my chat it basically meant you'll have to pay for them to upgrade you. I would get your "place in line" by filling out an appt request:
https://amazingcharts.com/appointment-with-technical-support/

It frustrated me that the instructions say contact our support team but when you do, they direct you to the form instead of just setting up the appt for you...The rep said "I don't have access to the calendar..fill out the form"

How inconvenient!! Just tell me in the guide to request an appt instead of having me try to get a hold of you just to tell me that.

Oh, and btw, that link doesn't work in Edge on Windows (the OS that their software runs on). I had to get on a Mac and open Safari to fill it out. How hard is it to get a form to work on the latest Windows browser??