claudetools/clients/four-paws/docs/avimark-recovery-playbook.md

# Four Paws — Avimark Recovery Playbook (post OS-reinstall)

**Scenario:** Four Paws' Avimark server had its **OS reinstalled** (same box — NOT a hardware migration). Avimark
must be re-stood-up on the freshly-installed OS. Source: Covetrus "Moving Avimark to a New Server" (2024).
Digested 2026-06-23 (Mike) for Howard, who is doing the hands-on recovery.

## Client context
- **Customer:** Four Paws (Syncro customer_id `33050383`). Josh Fender — fourpawsarizona@gmail.com — 520-321-0277.
  4750 East Grant Road, Tucson AZ 85712.
- **Avimark mode: CLIENT/SERVER** (confirmed from the 2026-05-18 incident — `AvimarkServer.exe` had vanished from
  Services; fixed via AvimarkGuardian "Install AVImark as a Hidden Service"). So this recovery follows the doc's
  **"When Using Client Server"** path, not the simple file-copy path.
- **Avimark/Covetrus Tech Support: (877) 838-9273 Option 1** (sub-options below). 877-999-2838 is sales, not support.

## The OS-reinstall reality (how this differs from the Covetrus doc)
The doc assumes old + new server both live on the network so you can copy the Avimark folder across. Here there is
**no old server** — same machine, wiped OS. So the #1 question is **where is the Avimark data now:**
1. **Surviving partition** — if Avimark lived on a non-OS drive (e.g. `D:\Avimark`) and only `C:` was wiped, the
   data folder is still there. Best case: re-point to it.
2. **Backup restore** — if Avimark was on `C:`, restore the **entire `\Avimark` folder** from backup (image / file
   backup / Data Vault). Get the most recent good copy.
- **Do NOT start a fresh/empty Avimark install over the top** — you'd lose the practice's data. Recover the existing
  Avimark folder first.
- If the **hostname changed** during reinstall, client-workstation UNC shortcuts (`\\OLDNAME\Avimark\...`) break and
  must be recreated to the new name. Keeping the **same hostname** avoids reworking every workstation.

## CRITICAL safety callouts (data-loss risks — read first)
- **Rebuild the Attachment index on the FIRST Avimark launch, immediately.** If you get ANY rebuild error — STOP, do
  not proceed, call support. Skipping/ignoring = inability to access attachments.
- **Attachments stored OUTSIDE the Avimark folder** are a known footgun. If any were ever stored outside `\Avimark`
  (or you're unsure) — call support before/while recovering, or those attachments won't resolve.
- Verify the **Documents / Forms / Photos / File Attachments** paths point at real, restored locations
  (Avimark: Work with > Hospital Setup > Advanced tab > Advanced Options). Ideally all inside `\Avimark`.

## Recovery steps (Client/Server)
1. **Locate/restore the Avimark folder** on the (reinstalled) server per "OS-reinstall reality" above. Confirm the
   sub-dirs (Attachments, Documents, Forms, Photos) are present and ideally inside `\Avimark`.
2. **Share the Avimark folder** — full access (users can change files). Share *just* the Avimark folder (recommended)
   or the whole drive if the sub-dirs live elsewhere on it. **Disable the Windows Sharing Wizard** first
   (see Avimark "Recommended Settings" doc).
3. **Users must run as power user / administrator** on the server.
4. **Avimark.ini** holds the server location for client/server. If carried over from the old OS it may point wrong —
   if the server can't start clean, delete `Avimark.ini` from the `\Avimark` folder and let Guardian recreate it.
5. **AvimarkGuardian** (create a UNC shortcut to `AvimarkGuardian.exe`, Run as Administrator):
   - Open it → "Open AvimarkServer" checked → **Run**.
   - In the blue **Avimark Server** window: **File > Options** → set **port 9191**, **password 123** → OK.
   - Back in Guardian: **Install Avimark Server as a hidden Service** → Run. Wait until status shows the server is
     running as a service, then close.
   - (This is the exact thing that fixed the May incident — the hidden service must exist + be running.)
6. **First client connect to seed the link:** make a UNC shortcut to `Avimark.exe` (Run as Administrator). Copy its
   Target path, append ` /connect` (e.g. `C:\Avimark\Avimark.exe /connect`), run it →
   choose **"Connect to Application server on the network or Internet"** → enter the **server's computer name** +
   the **same port 9191 / password 123** → OK.
7. **Rebuild the Attachment index immediately** (see CRITICAL callout). Errors → STOP + call support.
8. **Remove the ` /connect`** from the Target path once connected.
9. **Workstations:** delete old Avimark shortcuts; create **new UNC shortcuts** (via Network > the server's
   `\Avimark` share → right-click `Avimark.exe` > Send to > Desktop), Run as Administrator. **Do NOT map a drive.**
10. **Oplocks/Caching:** on the server, Avimark **Help > About Avimark** → if a **System Settings** tab exists,
    click **Correct** on the Oplocks and/or Caching messages → **reboot the server** for it to take effect.
11. **Print test** from a workstation inside Avimark — errors/failure → call support.
12. **Recommended Settings doc** (Avimark.net > Support > Support Documents): apply caching, power management, and
    firewall settings for the OS version.

## Ancillary services — each needs a Covetrus call AFTER recovery (don't skip; some are silent failures)
Confirm with Four Paws which they use, then call the matching number:
- **Data Vault (cloud backup):** call **(888) 538-8348** after the move or backups silently stop.
- **Avimark Payment Solutions (APS)** credit-card processing: (877) 838-9273 opt 1 sub 3.
- **Dragonfly** (if on the Avimark server): (877) 838-9273 opt 1 sub 8.
- **VetXML / Sync Service / Intelligent Inventory / VetRx / IVLS / Time Clock / Rapport-PetWise-eMinders:** all need
  support steps (opt 1, or opt 2 for Rapport/PetWise/eMinders, opt 4 sub 2 for IVLS lab). See the source doc p.3-4.

## RESOLVED + VERIFIED — 2026-06-23 (via GuruRMM, agent ccb55043)
Avimark is back up. Verified end-state on the server:
- **Hostname renamed to `SERVER`** (was DESKTOP-18P49QQ) — now matches the client INI `IP=server`, and workstation `\\SERVER\AVImark` UNC shortcuts resolve.
- **`AVImarkServer` service = Running** (Automatic start), **listening on port 1095** (pid AVImarkServer).
- **`C:\AVImark` shared** as `AVImark`.
- Client INI: `IP=server`, `Port=1095`, `StandAlone=0`; client password blob regenerated = freshly re-connected.
- Outstanding (confirm with Josh if used): Data Vault backup re-register (888-538-8348) + other integrations.

## LIVE ASSESSMENT — 2026-06-23 (via GuruRMM, agent ccb55043 / DESKTOP-18P49QQ → renamed SERVER)
- **OS reinstalled today** (Win 11 Pro build 26100, installed 6/23/2026 15:10). localadmin logged in at console.
- **Data INTACT:** `C:\AVImark` = **45.4 GB**, last activity 6/15 (restored from backup). Binaries present:
  `AVImark.exe`, `AVImarkServer.exe`, `AVImarkGuardian.exe` (in `C:\AVImark`).
- **`AVImark.ini` [Client]:** `IP=server`, **`Port=1095`**, `StandAlone=0` (client/server), encrypted password blob.
- **THREE breakages (root causes):**
  1. **No Avimark Server service** (`Get-Service *avimark*` = none) — same failure mode as the May 2026 incident.
  2. **`C:\AVImark` not shared** (no non-admin SMB shares) — workstations can't reach it.
  3. **Hostname = `DESKTOP-18P49QQ`** but clients expect host **`server`** — old box was almost certainly named `SERVER`.
- **Fix order:** (A) rename box to old name (likely SERVER) + reboot → fixes `IP=server` + workstation UNCs; (B) share
  `C:\AVImark` full-access (disable Sharing Wizard); (C) AVImarkGuardian → Open AvimarkServer → File>Options **Port 1095**
  + password → Install as hidden Service → run; (D) launch AVImark, rebuild attachment index (stop on error); (E)
  Help>About>System Settings → Correct Oplocks/Caching → reboot; (F) workstations; (G) Data Vault re-register + integrations.
- **Use existing Port 1095** (NOT the doc's 9191) so existing client INIs keep matching.
- Coord to Howard: msgs 10f4fd4f (playbook) + 6ecf8bcd (live findings). Howard is hands-on at the console.

## References
- Source PDF: `Instructions-for-Moving-Avimark-to-a-New-Server-2024-1.pdf` (Covetrus 2024).
- Client/Server setup doc: https://software.covetrus.com/wp-content/uploads/dlm_uploads/2021/03/Setting-up-an-AVImark-client-server.pdf
- Recommended Settings: avimark.net > Support > Support Documents.
- Prior incident: `session-logs/2026-05-18-session.md` (Syncro #110507180 — AvimarkServer service reinstall).