Cannot open company file, error codes -6000 & -301

I'm using Reckon Accounts Premier: Contractor edition 2023 and, up until now, have had a few minor issues, however this is one that I cannot fix, and have been waiting 3 working days now for Reckon to assist, however it is strangling me not being able to use RA.

I primarily store my data file on an external hard drive. This has never been an issue in the past, however mid week last week RA decided to have an issue, resulting in the software crashing. Since then, I have been unable to open the company file, and I can't run rebuilds on it (because I can't open it). The error codes -6000 and -301 are the only two codes I get.

As suggested by the online help section, I have tried to open the data file on a different computer to run a rebuild, however I get the same error codes, and still cannot run a rebuild.

Does anyone have any other tips or tricks on how I may get around this? I have got a pile of jobs here that need invoiced this week, however I can't do a thing and am stuck.

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,097 Community Manager Community Manager

    Hi @Geordie Gibson

    Perhaps take a look at the info in this help guide linked below -


    Just a tip though, its best to keep your file on a local destination on your PC as opposed to an external storage and then when required copy the file over as a secondary/backup copy.

  • Geordie Gibson
    Geordie Gibson Member Posts: 13

    Hi @Rav,

    Sorry I probably shoud have mentioned at the start that I've already been through that guide and tried everything as suggested in it, with no luck - been searching these errors since Wednesday and would like to think I've tried every possible solution that's online.

    Thanks, unfortunately it doesn't help in this situation.

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,097 Community Manager Community Manager

    Good work on trying those step out @Geordie Gibson

    I have a unfortunate feeling that your file might corrupt 😟. Does a recent backup copy of the file open up correctly ie. without the error message?

  • Geordie Gibson
    Geordie Gibson Member Posts: 13

    Yes, exactly what I'm thinking too. I can open backup copies easy enough, the next problem is that Reckon hasn't been saving any automatic backups (or verifying data on shut down) since 5th July, so a lot of info is now missing. Surely there must be a way to repair the data, and to ensure backups and verification is actually being done as per the settings inside Reckon?

    Seems strange that Reckon gives you the option to set the frequency of these but it never actually runs them.

  • Kris_Williams
    Kris_Williams Member Posts: 3,204 Reckon Accounts Hosted Expert Reckon Accounts Hosted Expert

    Have you tried turning off your internet security, I only suggest it because it was exactly the solution to my error this morning. I was lucky enough to find that information here too

  • Geordie Gibson
    Geordie Gibson Member Posts: 13

    Hi Kris,

    Thanks for the suggestion, I hadn't seen that one before. Unfortunately no luck for me though, disabled every security setting I could think of but no change. Worth a try though.

    Thanks

  • Kris_Williams
    Kris_Williams Member Posts: 3,204 Reckon Accounts Hosted Expert Reckon Accounts Hosted Expert

    Sorry to hear that, good luck

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,097 Community Manager Community Manager

    @Geordie Gibson

    I'd recommend putting a Data Services request via the form below and my buddy @Datarec_ReckonLtd might be able to take a look.


  • Datarec_ReckonLtd
    Datarec_ReckonLtd Reckon Staff Posts: 982 Reckon Staff

    Hi @Geordie Gibson

    I already have a case open for this issue and analysis is still in progress.

  • Geordie Gibson
    Geordie Gibson Member Posts: 13

    Thanks @Rav for the link, the info and tagging them, that's the request that I submitted last week. I believe they have all the info they requested at this stage.

    Thanks @Datarec_ReckonLtd, hopefully you have some luck, otherwise I'll have to try rebuild all the info from emails over the next couple of days.

  • Geordie Gibson
    Geordie Gibson Member Posts: 13

    Well, just to give everyone an update - my opinion is that this is an issue within Reckon itself. I have managed to rebuild my data from emails and such for the most part by re-entering all the data since the last functioning backup copy, however having run verification and rebuild steps several times, and still getting data verification errors tells me the software isn't repairing the data file.

    It also is refusing to save all the options I tick such as for where the backup file is kept, how often backups are to be done, and how many files to save in the same location. This is why I suspect it's a software issue, not so much a data file issue.

    The solution provided to me by Reckon was to pay between $500 AUD and $700 AUD to have them repair the data file, my way has cost me less than half of that in down time, however I can't see either way avoiding the issues being created when trying to run verification and rebuild - almost seems like the software itself is either corrupted or just isn't functioning 100%.

    Seems like the best solution may be to find another software vendor, which is a shame - I always found Reckon to be the easiest, most intuitive accounting software to use (for non-accountants) that did everything I wanted it to do, yet this one major flaw is driving me insane.

  • Datarec_ReckonLtd
    Datarec_ReckonLtd Reckon Staff Posts: 982 Reckon Staff

    HI Geordi,


    The data file is damaged, not the software.

    The (-6000, -301) error indicates that the Reckon Accounts Database Server Manager process which the Reckon Accounts application uses is unable to connect to your QBW data file.

    The analysis on your QBW file that we received shows that the file header is damaged and is not being recognised as a valid QBW data file, which is why the RADSM is unable to connect.

    Is your 'last functioning backup copy' the older file you provided to us to also undergo analysis?

    That backup when restored, shows that the accompanying "TLG (transaction log)" file is significantly larger than the actual QBW (company data file).

    This indicates that this particular backup was performed with the option for "Complete verification" set as disabled. While disabling the verification option results in a faster backup process, if for example, you backup daily, we'd recommend that you create at least an end-of-week backup with the "Complete verification" enabled.

    You've indicated that you have made use of the built-in file integrity checking functions of the Reckon Accounts software (Verify Data / Rebuild Data) and found that the errors persist.

    We offer data services to attempt to resolve problems that are detected that are not able to be repaired by the built-in repair function.

    The alternative to data file repair is restoring a good error-free backup.

    The software is not corrupted. The data file is damaged.

    No software is perfect. Data stored on hard drives on spinning magnetic platters or solid-state devices is not immune to errors, even with the built-in error-correction functions of those storage devices.

    Prevention via the regular creation of backups, in which those files first undergo error-checking, is one of the best ways to minimise the impact of any unforeseen data problems.

    If considering an alternative accounting software vendor, ensure that you confirm their data file validation and backup functions, along with whether they offer any services to assist in the event of a data problem.


    Recommendation:

    1) Get the issue that is present in your existing data file resolved (we can assist with this if necessary).

    2) Backup regularly and ensure that the "Complete Verification" option is enabled OR that a manual Verify Data/Rebuild Data is performed as frequently as suits your needs. This will confirm whether the backup or copy of the file you are creating is error-free.