RAH - Screen display

JO-ANNE_7327707

Can someone please tell me why I just lost the top half of my screen?

The display has been cut off just above the task bar.

I was using RAH and it just happened.

Alexis McKeown

Dear @JO-ANNE_7327707 ,

If this happens again, you may want to check your web browser's "Hardware Acceleration" feature.

In some instances, web browsers using hardware acceleration can cause visual oddities in Reckon Accounts Hosted.

You can read more about the how and why here: https://help.reckon.com/article/xofsx7u6rp

Kind regards,

Alexander McKeown

Reckon Senior Technical Support

JO-ANNE_7327707

I logged in and out a couple of times, it seems to have fixed itself.

JO-ANNE_7327707

Morning All

can someone please tell me why this is happening?

I have logged out twice but it continues.

Rav

Hi @JO-ANNE_7327707

I've merged your new post into this existing one.

In the first instance, I'd recommend checking out the info and article @Alexander McKeown has shared above as that usually does the trick.

If you don't have any joy after trying out the above let us know.

JO-ANNE_7327707

Hi Rav

yes I did that last week when I was having a similar issue.

This morning, i have logged in and out several times, it seems to have fixed itself.

Alexis McKeown

Dear @JO-ANNE_7327707,

Can you go into your Google Chrome's settings and disable Hardware Acceleration?

To do so, you can do the following:

1. In Chrome, click on the three dots in the top-right-hand corner.

1. Click on "Settings".

1. In the search bar at the top of settings, search for "hardware acceleration".

1. Disable hardware acceleration.

1. Relaunch Chrome by clicking "Relaunch".

After this, try to access Reckon Accounts Hosted again - it should prevent these visual oddities.

If it happens again, do let me know.

Kind regards,

Alexander McKeown

Reckon Senior Technical Support

JO-ANNE_7327707

HI Alexander

I did this last week when I had a similar problem.

I have just tried again, the option won't come up

Alexis McKeown

Hello @JO-ANNE_7327707 ,

It seems the latest Chrome update has changed this to "Graphics acceleration".

Can you search for this instead and see if it's still disabled?

Kind regards,

Alexander McKeown

Reckon Senior Technical Support

JO-ANNE_7327707

Looks like it is still disabled.

Alexis McKeown

Dear @JO-ANNE_7327707 ,

Do you happen to have any extensions (eg. Chrome Color Enhancer; Norton Popup Blocker)?

If so, can you test this by going into Incognito mode (you can do this by pressing Control + Shift + N) and logging into Hosted that way?

If it works after that, you may need to disable some extensions.

Failing this, do you have Chrome or Hosted magnified? You should be able to spot this in the website/address bar at the top of Hosted. If it's on 90% or 110%, then press Control + 0, or click the magnification option to reset the magnification level.

Kind regards,

Alexander McKeown

Reckon Senior Technical Support

JO-ANNE_7327707

https://community.reckon.com/discussion/comment/20643785#Comment_20643785

I don't believe so..

Alexis McKeown

Dear @JO-ANNE_7327707 ,

Let me know how you went testing Incognito Mode/resetting your zoom level - we need to investigate all angles as to why this may be occurring for you.

Kind regards,

Alexander McKeown

Reckon Senior Technical Support

JO-ANNE_7327707

I don't have any of the extensions you have mentioned.

it doesn't show in the address bar the magnification option

Alexis McKeown

Dear @JO-ANNE_7327707 ,

And how about running in Incognito mode? Does that resolve the issue?

Have you tried another web browser (eg. FireFox, Edge)?

I apologise if there is a lot of questions - we need to cast a wide net to see why this issue is occurring.

Kind regards,

Alexander McKeown

Reckon Senior Technical Support

JO-ANNE_7327707

it happens randomly.

It happened yesterday and a couple of weeks ago. It's not something that is happening all of the time.

You mentioned a google update, when was the last one, maybe something is happening with the update.

The problem a couple of weeks ago, was there a google update then too?

Alexis McKeown

Dear @JO-ANNE_7327707 ,

It's entirely possible - though I cannot confirm the exact timing of these Google updates. I can only really speak from a product service point of view.

Due to the lack of other incidents around this situation, we can't be certain it is relative to Google updates, hence my querying around this issue.

When it happened yesterday, were you on Hosted for a long period of time? It's possible that the active time in the Hosted session may have caused some oddities (this is sometimes caused by Chrome/Chromium refreshing a tab if it's left idle for too long, then re-opened).

Kind regards,

Alexander McKeown

Reckon Senior Technical Support

JO-ANNE_7327707

I operate Hosted from 7am to 5pm every week day.

Alexis McKeown

Dear @JO-ANNE_7327707 ,

If it happens again, I might suggest exiting Hosted and re-launching.

As it stands, there's not enough evidence to state a conclusive cause for the issue - as such, it seems it may be specific to either your browser, or your time inside of Hosted exceeding that of the idle timer limit.

The best fix for this would be to exit out of Hosted when this happens (File -> Exit), doing a hard refresh on the Hosted dashboard (Control + F5), then re-launching Hosted.

Apologies that I could not figure out a definitive cause for this issue - I will keep an ear out for other Chrome-based visual issues should they arise, and we will investigate them if it becomes more frequent.

Kind regards,

Alexander McKeown

Reckon Senior Technical Support

JO-ANNE_7327707

all good, it's difficult when it's random like this.

will take note of things next time it happens.