Unable to access company file

Julie C

I have been trying to access my company file for over 1 hour this morning. Prompting me with username and password incorrect. Details are stored in a password app and should be correct

Rav

Hi Julie,

Is this occurring when you attempt to login to the Hosted service itself (https://hosted.reckon.com/) OR your company file login after logging into Hosted?

Julie C

My company file after logging in to Hosted

Rav

Right ok. If you enter the user name and password manually yourself rather than populating it via the password manager app does it work?

Julie C

No, it doesn't work using my password

Julie C

Rav, any other suggestions. Tech support lodged a case at 8.30 and I haven't heard back. I'm unable to access my data file

Kris_Williams

Have you got a backup, you could restore this and see if problem persists

Julie C

Yes, I have tried this, still coming up incorrect user name or password. I access this file every day and has only become an issue this morning after the update over the weekend

Rav

Hi Julie,

A couple of things;

Are you opening the correct/right file? ie. do your files have a similar naming convention and if so, are you opening the appropriate file that you're looking to access?

Have you actually designated a unique password to the file? ie. If you are the admin have you tried the login window as Admin and the password field blank?

Aside from this, the only other option I can suggest to the password removal service which I'll link some info to below

https://community.reckon.com/discussion/7923044/data-recovery-how-to-request-a-password-removal-service-for-reckon-accounts-hosted-and-desktop

Please note, the work that was carried out over the weekend to Hosted was only specific to the removal of QBB files older than 12 months and does not have any impact on file logins.

Julie C

Thanks Rav, the company file I am trying to access is dated today. I did a backup on Friday morning and I am unable to open this file. The message is not a QBW file, yet the extension is a QBW file. Admin also does not work

Kris_Williams

As Rav stated, do you have more than one qbw file? Are you selecting the file or just trying to open the one that comes up after you have logged in to Hosted?

Julie C

There are only 2 company files to select in the Q:. One is dated today and the other July 2021. The backup I did Friday is in the B:

Kris_Williams

I am happy to have a look with you on the phone if you are happy to give me your login details.

0415940843

Julie C

Thanks for your offer Kris. I ended up using data recovery (at a cost) to reset the admin password. It still doesn't make sense as to me what happened and why I had to pay to access my data file.

Omar_ReckonLtd

When encountering a problem with opening files, especially ones that only recently were accessible it is good to determine:

1) What are the file names and locations, shown on the "No Company Open" screen as these will list the most recently previously opened files.

2) Determine what QBW files are named and are present on the root Q:\ drive

3) Determine whether there are any shared folders and what files are contained there

Are there similarly named files?

What are their file sizes?

What 'date' is shown alongside as to when these were last attempted to be opened?

The express password removal service is chargeable.

We do offer free password removal services, however these are assigned to a low priority queue.

If you make regular backups as required, these can be a valuable in allowing you to quickly restore the most recently good accessible copy of the data file, removing the need for any chargeable data services.