Issue updating from Reckon One to Reckon Payroll

Manorford
Manorford Member Posts: 8 Novice Member Novice Member
edited August 2023 in Reckon Payroll

In working through the upgrade I am now getting the following error and cannot access payroll. I was up to reviewing the allowances when this error occurred and cannot move past this point.


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Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,649 Reckon Community Manager Community Manager

    Hi @Manorford

    Can I just confirm, is this occurring when you're working through the STP Phase 2 Checklist (after Reckon Payroll launches successfully)?

    After you hit the Try Again button on-screen, what happens? Does the error persist?

    If you refresh the page and/or close Reckon Payroll and then go back in does the same error appear again and in the same place?

  • Manorford
    Manorford Member Posts: 8 Novice Member Novice Member

    Yes that's correct it happened as I worked through the STP Phase 2 checklist at the allowances stage.


    The try again button just keeps going round and back to the error message. SAme error same place

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,649 Reckon Community Manager Community Manager
    edited September 2023

    Thanks for that @Manorford, sorry to see you've run into trouble.

    Can I just get you to try it one more time by accessing Reckon One/Reckon Payroll via an incognito/private browser and let me know whether that is successful for you?

    If not, then I think we'll need to get our dev team to investigate why this is happening for you.

    Let me know when you can.

    Cheers

  • Kerri
    Kerri Member Posts: 13 Reckoner Reckoner

    To Resolve this .

    Go to Settings

    Then Pay Items

    Then Allowances Tab

    Click on small pencil Icon of Each allowance item to edit

    Under their setup select correct expense account and save the setup.

    Go back to allowance checklist and try to complete.

  • Manorford
    Manorford Member Posts: 8 Novice Member Novice Member

    Regrettably this issue has not resolved and I cannot get to the settings page to complete the fix as noted above.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,649 Reckon Community Manager Community Manager

    Really sorry to hear the above didn't work for you @Manorford

    I've taken a look and I can see our team has escalated this over to our dev team for further investigation. I'll keep an eye on it as well and let you know as soon as we have more info on this being fixed up.

    Sincere apologies for the hassle this is causing at the moment.

  • Kerri
    Kerri Member Posts: 13 Reckoner Reckoner
    edited September 2023

    @Manorford I made you video just incase you missed something.

    https://drive.google.com/file/d/17U4f4qsET5SQyPQRKzTQDSEU0Sprpc8P/view?usp=drivesdk


  • Manorford
    Manorford Member Posts: 8 Novice Member Novice Member

    Looks like everything's been resolved now.

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