Best Of

I take it you have shown this to help others as I already found this out,

Thanks for showing this screen to help others.

I agree with your comments

Not all issues have a known readily available or documented solution.

In some cases, troubleshooting requires some trial and error to eliminate possible contributing factors and narrow things down.

But my feel that Reckon tec support were not narrow things down except for the initial help as they got me to repeat the same steps over and over, even when I told them I had done the steps they requested previously with no solution to the issue. It was through the community group that our IT guy identified the issue.

Thanks

Thanks Alexis . Lesson learnt, can laugh about it now and finally catch up with all the back log of work.

Hi, everyone, GREAT NEWS IT'S FIXED.

A BIG THANK YOU to everyone who gave us input, the best input was from this community.

Thanks for all your suggestions and inputs, I have learnt a great deal more about reckon.

Some of the suggestions lead us to realise it couldn't be the Reckon company file as it worked on one computer and not others.

Fixed and it was such a simple thing. Sharing to help others

It was simply the fact that the computer that could open the Reckon file had different item column settings than the other computers. Setting the column settings back to default on all computers fixed the issue and going forward we will ensure that if the columns are changed or added/deleted they are the same on all computers/users.

Things I leant:

1/Ask the community before contacting Reckon support. Not just look for answers in the community like the Reckon support line suggests. Although I didn't get the solution from the community. The community input was so valuable. Your suggestions helped us to work through and find the answer. Reckon support didn't really know how to fix the issues, they seem to have been given a list of things to try all of which are incredibly time consuming and need to be done in single- user so productivity got behind. Only after 6 days, 6 full verify & triple rebuilds did Reckon Tech support admit they didn't know what else to try and that I should contact the Reckon Data recovery team. I cannot tell you the frustration I felt with them especially as I was asked to repeat steps I had already taken previously and that hadn't solved the issue.

2/With Multi-user keep lists columns the same on all computers and reset & resort on all computers /users if issues occur. Reckon support suggested resort but no one mentioned trying rest columns to default

3/Don't let Reckon limit your backups to 3. Although our crash issue was not related to the company file. We back up nightly and realised we didn't have the backup prior to the crash issue which only occurred the next time someone went to add an item which was more than 3 days. Not limiting the backups enable you to delete the older backups once you have verified etc. It also allows time for any potential issues i.e crashes or errors to occur and then you will be able to restore a older working back up.

4/Even deleting data & reducing text does not reduce the number of items, accounts etc. shown in the information screen or reduce the company file size. Our company file grew slightly larger every time we did it a rebuild which in the end was almost 20 times.

Thanks again 😀