Blank Page on new Payroll App

Bonnici
Bonnici Member Posts: 10 ✭
in Reckon Payroll App & Web

Last month migrated to new Payroll Mobile App and completed figures for July (All went well) . Today went to input Aug figures opened app, obtained auth. code and got blank white screen. Am on basic plan.

Has anyone encountered this issue so I can get advice.

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,092 Community Manager Community Manager
    edited September 2021

    Hi @Bonnici

    Does the same thing continue if you close the app in full ie. swipe it away from your any other running apps on your phone and then reopen it to try again?


    Do you have the latest version of the Payroll App installed? Check your app store for any available updates to install.

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  • Bonnici
    Bonnici Member Posts: 10 ✭

    Tried swiping it away but still there. won't respond at all to swiping from iPad. Not sure what version I have as tried to download latest version but did not work because of blank screen.

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,092 Community Manager Community Manager

    Can you please swipe it the app away (if you can) and then restart your device. Once you've done that before you reopen the Payroll App, go into your app store and just check if there are any updates available for you to download.

    If there are, download and install it.

    If not, then try logging into the app again and see if the same thing happens after the restart.


    If it does, can you send me a screenshot of what you're experiencing on-screen and also let me know the ABN that you've registered to your Payroll App account.

    Cheers

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  • Rav
    Rav Administrator, Reckon Staff Posts: 15,092 Community Manager Community Manager

    And just to confirm, you were previously able to use the Payroll App successfully after migration for creating pay runs and STP submissions etc, correct? I know you previously mentioned you were able to but just confirming.

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  • Bonnici
    Bonnici Member Posts: 10 ✭

    Yep that's correct Migrated from STP to Payroll successfully, then created pay runs and STP submitted to ATO successfully.

  • Bonnici
    Bonnici Member Posts: 10 ✭

    Tried your suggestion. Restarted device. No app updates available. Opened Payroll App and still the same, just a total blank screen. Did not ask for log in details etc. When opening the App a small payroll logo appears for 1 second then blank page.


    ABN is 20 046 741 677

  • Bonnici
    Bonnici Member Posts: 10 ✭

    Hi Rav,

    Wondering if any progress on fix to my problem. I see from another post the exact problem with another user (same blank white screen)

    I have shutdown/restarted iPad as well as uninstalled/reinstalled several times and still no fix.

    I downloaded app yesterday on wife's apple iphone and logged in successfully. Today I logged in on wife's phone to update and same issue as had on my iPad (after getting auth.code went straight to blank white screen).

    I have logged in on Reckon website and my data/records are recorded

    Perhaps there is an issue with the App. Your assistance appreciated,

  • swakhlu01 .
    swakhlu01 . Member Posts: 485 Payroll App Expert Payroll App Expert

    @Bonnici I can confirm the Payroll Basic app is working ok with my android phone. No problem logging in or out. Can you check if you are on the latest version 2.12.16

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,092 Community Manager Community Manager

    Hi @Bonnici

    Can I please get you to try the Payroll App again one more time now and let me know if there has been any change in behaviour. I'm looking at a particular data point on your account and just want to see if its causing the problem.

    Ensure that is closed in full first before attempting to launch it.

    Let me know how you get on.

    Cheers

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  • Bonnici
    Bonnici Member Posts: 10 ✭

    Tried that Rav and still no change. Same problem

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,092 Community Manager Community Manager

    Thanks for trying. I'm asking my dev team to lend a hand here because from what I can see everything looks ok in terms of the account setup. I'm thinking there may potentially be something in the data formatting in the last pay run or maybe employee setup that has caused something to go astray.

    I've sent the details over to the team and I'll let you know as soon as I hear back.

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  • Bonnici
    Bonnici Member Posts: 10 ✭

    Many thanks for your help Rav. Hope they find a solution

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,092 Community Manager Community Manager

    Hi @Bonnici

    One of our app developers has just got back to me in relation to your case after investigating. They ran some account access testing and encountered no issues in any of the attempts. I've know you've mentioned you've already uninstalled/reinstalled the app previously but the devs have asked if you can please try this -

    Make sure that the Payroll App is closed in full ie. swipe it away from any other currently running apps

    Go into Settings ➡️ General ➡️ iPhone/iPad Storage ➡️ Reckon Payroll App ➡️ Offload App


    Once that has been done restart your iPad then tap on the Payroll App icon.

    Does the app allow you to login after this?

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  • Bonnici
    Bonnici Member Posts: 10 ✭

    Hi Rav,

    Have done what you asked but no change at all. After completing the stages, tapped App and then payroll logo appeared for 1 second and went blank again on white screen.

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,092 Community Manager Community Manager

    Thanks for trying @Bonnici, this is a bit of a strange one.

    Let me ask the devs one more time to see if they can give it a second look just to see if there is anything that sticks out that might have been missed the first time.

    Will come back to you on this one.

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  • Bonnici
    Bonnici Member Posts: 10 ✭

    Hi Rav, I noticed you are dealing with other posts having issues with blank white screens. Has any progress been made by the dev guys in solving the issue.

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,092 Community Manager Community Manager

    Hi @Bonnici

    Apologies for the delay in getting back to you on this as promised. I've spoken with our devs again in relation to your specific case and they cannot track any corrupt or missing data which is the most common cause of the 'white screen' issue.

    Something that has cropped up over the last couple of days however, which you've alluded to, is in regard to the newly introduced iOS15 and specifically when using biometric authentication.

    With that said, can you confirm the model of the iPad that you have the Payroll App installed on as well as the version of iOS that its running.

    Have you recently upgraded to this iPad and are you using a biometric authentication option eg. FaceID, TouchID etc with it?


    Also, just as a test are you able to login successfully and view your account if you login here on a PC (preferably) - https://payroll.reckon.com/

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  • Bonnici
    Bonnici Member Posts: 10 ✭

    Hi Rav,

    model îs Apple iPad 6 (MR7J2X/A using OS 14.8. Have been using this iPad for past 3 years and have not recently upgraded and using keypad authorisation only to log into iPad. No faced ID or Touch ID used at any stage.

    I have logged on via this PC as set out above and successfully viewed my account.

  • Sari_10862581
    Sari_10862581 Member Posts: 4 ✭

    I have this same problem and really need a solution! Please hurry!

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