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fmcrt
Canine III

Orthotrac Updates 14.2

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We recently received 14.2 update and were prepared to put on our system tomorrow when we had a staff call tech support on an issue in charting.  She was told by tech support person to NOT TO PUT ON THE NEW 14.2 UPDATE due to issues in loading the schedule that can take up to 30 minutes...WHAT?.  Why isn't this announced to all users to prevent the lost time and IT time we spend on these updates only for more headaches! This same thing happened on 14.1 that we fortunately didn't put on our system.  What the heck is going on?  We have many issues from the 14 install from the summer and have been promised for months to get fixes and instead we are getting more issues.  Frustrating to say the least....

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paularyfa
Premolar I

Re: Orthotrac Updates 14.2

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We experienced the same issue.  We could not add days to our calendar because it took so long it really seemed like it was not working. Support had to put those days in for us.  I feel your frustration.  It'd be nice if the updates fixed the glitches from the previous updates rather than presenting new ones.  

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jterpstra26
Canine II

Re: Orthotrac Updates 14.2

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I called on this issue yesterday and there is not a work around, it takes forever to load the schedules.  

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fmcrt
Canine III

Re: Orthotrac Updates 14.2

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24 hrs later what is your response OT? What is going on?
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Moderator
Moderator

Re: Orthotrac Updates 14.2

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Good day Rob ( @fmcrt ),

OrthoTrac version 14.2.1.140 has NOT been pulled from distribution so I am unsure why anyone would tell you not to load it.  It does indeed correct many of the defects that were reported in version 14.1 so if you were waiting on those fixes, you may certainly go ahead and load that version. 

Attached below are the Support Notes for version 14.2.0.133 (which WAS pulled from distribution after discovery of a game-breaking new DF in Scheduling), as well as version 14.2.1.140, the current version, released not long after 14.2.0.133 to address the major Scheduling issue found in 14.2.0.133. 

With that said, as @paularyfa and @jterpstra26  have mentioned below, there *is* a known issue in 14.2.1.140  where there is a long delay when bringing up the Add Days function of Schedule Maintenance. This delay does not make the function unusable, it just makes it very slow to load initially and slow to refresh the calendar display once you select a schedule standard.  This item has already been reported to Development and already been corrected in code which is slated to be included in version 14.3, projected for release in late December or early January. 

Obviously we cannot tell you how to run your practice.  Please look over the lists of fixed defects in version 14.2.0.133 and 14.2.1.140   in the attached files.  You can then decide if you would rather have those fixed now by loading 14.2.1.140, or if you would rather wait for version 14.3  to address the Add Days schedule delay. 

@paularyfa and @jterpstra26  , I am sorry you are being affected by the Add Days schedule function delay.  As I mentioned to Rob, this will be corrected in version 14.3 which is slated for release at the end of December or early January. The version you are now on, however, does fix many of the defects that you reported earlier, so I believe that on balance you are better off with the newest version. 

Regards,

Phil Carter / OrthoTrac Escalations

CS Dental Employee
CS Dental Employee

Re: Orthotrac Updates 14.2

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@fmcrt

Thanks for taking time to connect with us on the Exchange.  One of the highlights of v14.2 is that we introduced a new functionality to add a new standard over an existing standard for practices that wish to add time to their schedules to eliminate the current manual process that is required in older versions of the software.   This feature was highly requested from our voice of customer research as it did not exist in previous versions of the software.    This is a major advantage of the former manual process of adding time and/or locations, which was very time consuming to say the least.

And in the process of generating this new workflow, there was an inadvertent tweak in the software that created some delay.   

As @prcarter mentioned, the delay does not make the function unusable, but can simply vary from practice to practice depending on how much data is currently loaded in your schedule.   Taking up to 30 mins is a bit extreme and rare.    It appears that there may have been a miscommunication on our end regarding this time estimate.

We discovered this delay through feedback of an office upon launch and immediately fixed it to be released in v14.3, which is to be completed by the end of December for distribution in January 2019.   

Not only is this a quick turn around to address this issue, but we proactively took measures to fix it for the upcoming release.       

However, there is tremendous value in 14.2 as we resolved many of the issues communicated to us from users of v14.0.    14.2.1.140 addresses issues that were reported to us and provides tremendous value to those offices who may have experienced a few challenges since updating.

All in all, since launching v14.0 earlier this year, we've taken proactive measures to not only generate additional value and functionality in the software, but also have addressed issues we've found along the way in improving OrthoTrac. 

v14.2 provides a new scheduler interface, time-adding functionality, enhancements to search up to 50% more fields in Contact Experts, and provides resolutions to those issues discovered in v14.0, all of which demonstrates our commitment to continue investing in OrthoTrac to improve its capabilities.     

Please continue to provide us with your feedback as it is truly valuable to our team.

 

Uriyah Robinson, Product Line Manager-OrthoTrac

 

 

fmcrt
Canine III

Re: Orthotrac Updates 14.2

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Thanks Uriyah for the additional information. You all still need to consider offices who are risking putting on updates with errors to be aware of what and why things are not working. You hear from an office and you fix the problem great, but how about telling all of us out here about what you have found. Isn't this blog a communicative tool to allow your clients to be aware of issues. Again having IT come in and install updates from errors cost each of these practices money for every one of them and if you know there are problems we should know about them in real time not find out weeks later by happenstance from support. You can do this better and we deserve to have this set up better on issue dealing with updates. Thanks, Rob
sundberg101
Premolar II

Re: Orthotrac Updates 14.2

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Saw this post and immediately grabbed the copy of 14.1 that I've had sitting on my desk since June because when we got 14.1 I called to see if it was going to fix the major issue we had with the charting module. At that time we were instructed to wait on installing 14.1 until after we got 14.2 because 14.1 did not address the issue. 

On 10/10/18 I called OT support to find out when we would be getting 14.2 and actually wrote a note on the front of the envelope that says: Do not install! 14.2 put on hold due to issues with it, OT will send 14.3 when it's available-No ETA @ this time for 14.3.

We do not use the cloud version. We installed 14.0 within a couple weeks of it being released to everyone and ended up reverting back to the old charting view within days of installing because there were so many issues with it. We have now been waiting more than 6 months for "the fix" so we can utilize the "new and improved" charting module that was touted by OrthoTrac for months prior to the release of version 14.  

After using OT for going on 12 years now I've decided that OT will tease users with what is going to be released in the next version for 2-3 years, then release it and take another 2 years to work out all the fixes that didn't get found during beta testing. So I figure that by 2020 we might be able to fully use version 14! But then my hardware that we had to buy in order to upgrade to 14.0 will be outdated and not able to handle all the requirements needed for the umpteen updates that will be needed to get 14 to work like it should have when it was initially released this year.

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CS Dental Employee
CS Dental Employee

Re: Orthotrac Updates 14.2

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Thanks for your reply.   Yes, we discovered an issue in the first roll out of 14.2 DVDs and immediately halted the shipment of additional copies until we resolved the issues.   That issue has been fixed.    Our support staff can ship you the updated version of the 14.2 DVD.    We proactively advised customers who called in to update with a copy of the first copy of 14.2 to not install.     However, one of the features that we introduced in 14.2 has a small hiccup, but still works nonetheless.  14.2 also contains a ton of quality improvements that we've tackled since rolling out v14.0 based on customer feedback.    We are doing our best to listen better than ever and resolve issues as quickly as possible.

As I indicated in the aforementioned response, we immediately fixed this issue discovered in 14.2 to be released in v14.3.

In order to better improve our process, we are always looking to enroll more beta customers to work hand in hand with us proactively to ensure we deliver an amazing update.    

Would you be interested in joining our beta user group?   You would be able to work hand in hand with us to resolve any issues that may pop up that we can fix before general release.     

I think your practice would be a great office for us to collaborate with for future version of the software.

paularyfa
Premolar I

Re: Orthotrac Updates 14.2

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I'm not sure if the beta test invite was directed at me or not but I've been chomping at the bit to beta test because I think it is a valuable and necessary tool in improving updates.  I've got no business complaining about things if I'm not willing to work to help improve it.  Thx.

 

Merry Christmas !

 

- Paula