Is anybody having trouble logging from the Customer Portal to an account book?

WallinaWallina Member Posts: 20
edited August 2018 in Reckon One

Comments

  • RavRav Administrator Posts: 9,861 Administrator
    edited August 2018
    Hi Wallina,
    Are you receiving any error messages at all? If not, what's happening when you try?
  • WallinaWallina Member Posts: 20
    edited August 2018
    No, it comes up with a blank page saying the page cannot be reached and to check address but I am already logged into my portal page to start with.

  • RavRav Administrator Posts: 9,861 Administrator
    edited August 2018
    Which browser are you using?
    Can you please clear your browser cache and cookies , close the browser and then retry.

    Also, does the same problem occur if you try logging in on an alternate browser as a test?
  • WallinaWallina Member Posts: 20
    edited August 2018
    Thanks for that, I have cleared browser and still having the same trouble. I have also tried in another browser and having the same trouble....

  • WallinaWallina Member Posts: 20
    edited August 2018
    Oh I forgot to mention that I use Edge and also Internet Explorer as an alternate. I have been using it on Edge prior and have had no problems.
  • Krystal-LeeKrystal-Lee Member Posts: 1
    edited August 2018
    I am getting an application error the last 2 days when trying to log in. logged into portal ok but wont open book. 

    message reads : The application has encountered an unknown error.It doesn't appear to have affected your data, but our technical staff have been automatically notified and will be looking into this with the utmost urgency.
  • WallinaWallina Member Posts: 20
    edited August 2018
    No well, I am just getting that the page can't be reached! So frustrating as I have only just changed to this online product and I can't use it!! Anyway hopefully I can get it sorted..

  • RavRav Administrator Posts: 9,861 Administrator
    edited August 2018
    Wallina,
    Can I just confirm, is this occurring when you attempt to open the Reckon One book itself? ie. the OPEN button

    Can you please press Ctrl+F5 to do a hard refresh of your browser before pressing the Open button and also when you receive the blank screen. 
  • WallinaWallina Member Posts: 20
    edited August 2018
    That is correct Rav, when I select OPEN on the book it sends me to a blank page. I have done the Ctrl+F5 and it still doesn't work. I have tried on other devices and it is doing the same thing.

  • WallinaWallina Member Posts: 20
    edited August 2018
    I have two books and it's happening to both.
  • RavRav Administrator Posts: 9,861 Administrator
    edited August 2018
    Thanks for trying all that, can I please get you to give our Reckon One support team a buzz so we can have a technician take a look into this further and establish what is causing this. 

    1300 RKN ONE (1300 756 663)
  • WallinaWallina Member Posts: 20
    edited August 2018
    Thanks Rav.
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