We continually have difficulties with many of the upgrades, to the extent that we now do not install them until all the bugs are worked out. On occasion, we forget to "hold" an upgrade, and then we have to deal with the ensuing problems. It's finally time to voice our frustration.

When upgrades are released, the end user expects, with all confidence, that the upgrade can be installed immediately with very little or no impact on existing data and systems. The end user should not have to WAIT for the ‘bugs’ to be detected and fixed before the upgrade can even be installed. The term ‘upgrade’ implies improvement, not system lockup and data corruption/loss. The expenditure/cost of the Softrak modules, along with the annual maintenance fees, should give the end user confidence that all is working as it should. (If we used the software "outside the box," we could understand. But we do not.)

If Softrak is unable to release reliable upgrades, then perhaps we should cease installing them altogether? We could certainly save the company thousands of dollars in annual maintenance fees.

Hello Margaret,

Since this is your first post on the Forum since 2013, I'm not really sure what you are referring to.

We work hard to release reliable Upgrades, but there is a point of diminishing returns in the QA process, and we feel it is better to be responsive to issues brought to our attention than continuously test hypothetical processes internally. Our average response time for a Hot Fix release is less than 48 hours.

All software has bugs, but a bug that you have not encountered does not exist for you. We recently discovered a problem in MultiCurrency revaluation that required a Hot Fix for Adagio Payables. For sites not using MultiCurrency in the specific manor that exposed the problem, the issue is irrelevant.

Almost 40% of the incoming questions to Technical Support are environmental in nature. We cannot possibly test all the different environments in which our clients run Adagio. There are many popular anti-virus products, including some that we specifically recommend against such as Microsoft Defender, but that doesn't stop people from using them.

One of the services a Reseller provides is assistance in evaluating the impact of a Hot Fix/Service Pack/Upgrade on your particular operation and making sure that sufficient testing is performed prior to deployment to minimize operational disruption. The bigger and more complex your site, the more important it is to establish a good relationship with an Adagio Consultant.

If you decide not to use their services, then you need to embark on a comprehensive learning process - making sure you have reviewed all of product documentation, how-to videos and recorded webinars, and Technical Tips. You should also attend every training opportunity such as the Adagio Opportunity Conference to establish a support network and product knowledge from other users.

Yes, that's a long list, but it's what your Adagio Reseller tries to do in order to provide the quality advice you need.

Perhaps you could clarify what specific difficulty prompted this post?

Current issues are with the PO module. During one of last week's EOD process, we lost 30 invoices. Currently we are experiencing deleted POs, and insertion of blank (white) lines on the PO/Receipts grid where a PO should be listed. We have paper copies of these POs, so we know one was generated. Sometimes you click on the white line and the missing PO opens. Sometimes you click on the white line and the next PO in line is referenced. A recurring error message continues to pop-up. I'll send that to you as soon as it reappears.

We work closely with our consultant and couldn't operate without him. It is his recommendation that we delay installations because he cannot help us with upgrades failures.

Hello Margaret,

This is all news to us, and unfortunately we cannot address things we don't know about.

Perhaps we could start by having you send us a System Snapshot (from Help | System Status choose Snapshot from the button in the top left hand corner of the dialog and email it to us).

It would also be useful to know what exact version of PO you are running, and whether the data passes the Data Integrity Check.

(I am Margaret's consultant)

I spoke with Margaret and explained to her that Softrak assigns different grades (in the Release Notes) to Upgrades, and that she should check with me only for ones graded "Difficult". The PO 9.2B upgrade was graded "Difficult". Most upgrades, such as GridView 9.2B which came out yesterday, are graded "Easy".

I took a look at her data. While PO was clean, IC was not, and after rebuilding IC, the blank (white) lines disappeared.

I know she is using IC 9.2A (150428), which has known incompatibilities with PO 9.2B. But when she tries to install the latest IC 9.2A service pack, her anti-virus software is complaining that Inventory.EXE is a virus and will not let the install proceed. She is working with her IT people on that issue.

Steve

Hi, Steve,

What about the 'missing' POs? Or has that been resolved also?

An Adagio Snapshot can help tell us if they are experiencing some serious h/w problems or not and what versions(release dates) and program files they are using as well. It helps takes the guesswork out.

Data might tell us if there is something else going on or not.

I'm glad to hear that taking care of the IC integrity errors resolved their blank lines issue.

Also, glad to hear they are working with their IT people regarding their antivirus issue. It would still be useful for us to know what that AV software is, etc. in case someone else were to encounter a similar issue.

I'd like to put this on hold until after they install the Inventory service pack and then we'll see if any problems still exist.

As for the missing PO's, actually they were invoices that didn't get sent over to Payables, and they keyed them in manually. At least that is my understanding, Margaret can correct me if I'm wrong.

Steve