✅RESOLVED✅ 500 Server Error & Blank screen when editing a pay run - Reckon Payroll (5 September)

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

Hi everyone

We're currently investigating reports from some customers who are receiving a 500 Internal Server error message when trying to access an employee and/or a blank menu when attempting to edit a pay run.

Screenshot examples of the errors below.

Our teams are currently investigating this at the highest priority and we sincerely apologise for the inconvenience and hassle this is causing at the moment.

I'll post further updates below as soon as they come to hand.


📢THIS ISSUE HAS BEEN RESOLVED 📢

CLICK HERE FOR THE LATEST UPDATE 🖱️

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Comments

  • adam_zafra
    adam_zafra Member Posts: 3 Novice Member Novice Member

    Thanks Rav.

    We look forward to updates on this thread or via our support ticket.

    Please let us know if there is a workaround in the meantime that will allow us to process STP payments for payruns that need to be finalised today. We are routinely checking to see if service has been restored.

    I cannot access the mobile app either on iOS (which I thought might be a Plan B). I am receiving an error "You can't use this app to manage your existing books... but you CAN go ahead and create a new and separate book to use with this mobile app." The credentials I am using are the same as those I am using to login to Payroll Web.

    Many thanks

    Adam

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

    Hey @adam_zafra

    Will definitely let you everyone know with further updates here as soon as I have them. Apologies for the hassle its causing you at the moment.

    In regard to the mobile app, don't worry it doesn't sound like you're doing anything wrong. The Reckon Payroll App (and the Reckon Mate app) will become available for our upgrading Reckon One users a little later this month. We're just putting the finishing touches on those mobile apps for our customers who are upgrading from Reckon One and we'll have announcements here on Community as soon as they're ready 😀

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

    📢 UPDATE 📢

    Hi everyone,

    Our dev team are currently in the process of testing out a fix for this issue and pending the results of that, it will be released into the Reckon Payroll service shortly after.


    Further info to follow.

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

    📢 UPDATE 📢

    Hi everyone

    I'm happy to advise the fix for this issue has been successfully rolled into the Reckon Payroll service and is live now.

    The ability to edit existing pay runs and accessing your employee list should now be back to normal.

    You may need to refresh the page if you're currently still logged in or alternatively just log back in.


    I'll keep this thread open for a little longer so if you're still running into the same errors outlined in the opening post please let me know.

    Finally, thank you all for your patience while we straightened this out, our teams really appreciate it and apologies again for the inconvenience this has caused.

This discussion has been closed.

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