Connection Has Been Lost

Lance CarrLance Carr Member Posts: 8
edited September 2019 in Accounts Hosted
I have lost
connection to Reckon Hosted - a Connection has Been Lost error

message has come up while I was in the middle of something and now when I
want to log back in the Welcome to Reckon Accounts : Reckon Accounts Hosted
Edition 2018 box comes up and when I click open existing file I can't seem
to find any QBW QBB or QBM files ?

I have tried to sign into Reckon Hosted to send them a message about this
but the password I have on file for Reckon Hosted doesn't work.

image

Comments

  • RavRav Administrator Posts: 10,790 Administrator
    edited February 2019
    Hi Lance,
    Sorry to hear you've had some trouble today, when you log back in are you able to navigate to your company file by going through File > Open or Restore a Company and then opening your company file from its location.
  • Courtney WarrenCourtney Warren Member Posts: 2
    edited February 2019
    I also have the same problem. I've managed to reopen my file after a few attempts. I've been trying to back up my file but it will only go so far and then say its unable to back up
  • Lance CarrLance Carr Member Posts: 8
    edited February 2019
    Hi 

    After clicking on open an existing file I get the 3 options

    • Open company file (.QBW)
    • Restore a backup copy (.QBB)
    • Restore a portable file (.QBM)

    However I have no idea what the backup file would be or where it is – this is a Hosted / online file isn’t it so shouldn’t it automatically backup to the ‘cloud’ somewhere on the internet?

    Cheers

    Saira
  • Courtney WarrenCourtney Warren Member Posts: 2
    edited February 2019
    I selected Open Company file then had to go back to where the file was original upload on the cloud server and then open it from there.
  • Lance CarrLance Carr Member Posts: 8
    edited February 2019
    when I go to Open Company File it on;y gives me the option of looking in this PC or New folder - no cloud server ?

    HELP

    Saira
  • RavRav Administrator Posts: 10,790 Administrator
    edited February 2019
    Hi Saira,
    When you choose to open your company file you'll be presented with a window similar to the below.

    image

    The main Hosted cloud drive is the Q drive.
    The B drive is the default location for backup files.
    You need to locate where you've stored your company file from these locations.

    You'll also find a list of previously opened company files and more importantly, their file directory by going to File > Open Previous Company


  • Lance CarrLance Carr Member Posts: 8
    edited February 2019
    I've called Reckon direct and this issue was fixed promptly - should have done it straight away :(?
  • Lance CarrLance Carr Member Posts: 8
    edited February 2019
    It never gave me the option of My Live Q - only this PC but its all fixed now.

    Thanks
  • Data RecData Rec Reckon Staff Posts: 797 ✭✭
    edited September 2019

    Regards,

    Reckon Data Recovery Team

    You can request assistance via the case request web form below.

    https://www.reckon.com/au/data-services-request/

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