I've been having a few glitches of late

kymnixon
kymnixon Member Posts: 10 Novice Member Novice Member
in Reckon One

first one yesterday I wasn't able to attach a scan copy of a receipt to a payment

And second one today I am unable to save transfers between accounts.

Help

Answers

  • Tanvi_kataria
    Tanvi_kataria Reckon Staff Posts: 271 Reckon Staff

    Morning @kymnixon

    Apologies for the inconvenience.

    Please check this out for your reference - I cant save any bank transfers — Reckon Community Feel free to let us know for any concerns/issues. Thank you!

    Regards

    Tanvi

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,210 Reckon Community Manager Community Manager

    Hi @kymnixon

    Welcome to the Community and thanks for flagging this.

    Is there anything happening on-screen when you attempt to add your attachment to the payment? ie. is there any error message appearing? Is this still occurring for you now or has it started working again for you?

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  • kymnixon
    kymnixon Member Posts: 10 Novice Member Novice Member

    Hi Rav, error message is Upload Error - Internal server error. I have used two different computers and still the same result. Only have reckon one portal open.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,210 Reckon Community Manager Community Manager

    Thanks for that @kymnixon

    Is this occurring on any payment you attempt to add an attachment to at the moment? What is the file-type that you're trying to attach? eg. JPG, PNG, PDF etc.

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  • kymnixon
    kymnixon Member Posts: 10 Novice Member Novice Member

    Hi Rav, happening on any payment and I have tried different attachments. File type is PDF.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,210 Reckon Community Manager Community Manager

    Ok thanks for that. I think we're going to need to take a closer look at this.

    I'm going to shoot through an access request to your book, it will come through separately in an email so if you can please take a look and grant access that would be great.

    We'll do a bit of testing on our end and get our devs to investigate.

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  • kymnixon
    kymnixon Member Posts: 10 Novice Member Novice Member

    thanks for your help 👍

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,210 Reckon Community Manager Community Manager

    Hi @kymnixon

    We just ran a bit of a test with a PDF attachment and upload to a payment transaction was successful.

    The test was run on all payments dated 2 September 2024 which I believe is 4 separate transactions. In all of those cases the test PDF attachment uploaded as normal and saved.
    (Please note: All test attachments have been deleted after upload was confirmed).

    Are you continually running into the error when you attempt to do so from your end? If so, can I grab a screenshot of the error message that appears on-screen? Also, which browser are you using? Does the same thing occur if you attempt to try from a different browser?

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  • kymnixon
    kymnixon Member Posts: 10 Novice Member Novice Member
    image.png

    still getting the error. trying to upload a PDF.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,210 Reckon Community Manager Community Manager

    Hi @kymnixon

    Are you using the drag & drop method when trying to attach your file to the transaction?

    If so, instead click on the Browse option that you see on the Attachment section and select your file from the file explorer window that pops up.

    Give that a go and it should work as normal but let me know how you get on.

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  • kymnixon
    kymnixon Member Posts: 10 Novice Member Novice Member

    Using Microsoft edge browse and have tried Chrome but getting the same error.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,210 Reckon Community Manager Community Manager

    How did you get on with my suggestion above of using the Browse option instead @kymnixon?

    Did that allow your attachment to upload successfully?

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  • kymnixon
    kymnixon Member Posts: 10 Novice Member Novice Member

    Okay using the browse option has worked. I have always done the drag and drop option which worked previously. I'll have to change my ways.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,210 Reckon Community Manager Community Manager

    Glad it worked for you @kymnixon

    We're looking into why drag and drop isn't working at the moment and hopefully we'll that back to normal very soon. I'll keep you posted.

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