Recurring Unexpected error when generating transaction reports

PCsforKids
PCsforKids Member Posts: 35 Reckoner Reckoner
in Reckon One

For the past 2 weeks we have been getting error frequently when generating transaction list type reports eg. customer transactions and supplier transactions. This morning it is occurring all the time.

"Report generation error

An error occurred generating the report:"

Is there a timeout or something?

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,652 Reckon Community Manager Community Manager

    Hi @PCsforKids

    So this error is appearing each time you attempt to generate this report today?

    Is there any difference if you change the date range? For example, as a test if you change the date range to something short does the report generate successfully for you?

  • Tanvi_kataria
    Tanvi_kataria Reckon Staff Posts: 349 Reckon Staff

    Hi @PCsforKids

    Apologies for the inconvenience.

    When you're trying to generate a report, if you can please confirm the following -

    • What are the date range you're entering?
    • Have you tried with different range of Dates in Reporting Period with a small span?
    • Have you tried with different Orientation option?
    image.png

    If not, please try and confirm if that works or still getting the same error. Thank you!

    Regards

    Tanvi

  • PCsforKids
    PCsforKids Member Posts: 35 Reckoner Reckoner
    edited September 2024

    It defaults to "This month" so that is what it generates for when you select the report. Once it has had the error it just keeps doing the same thing even when you change date selection to one day.

    Over the same time period we also cannot upload attachments using drag and drop. Attachments will load using Browse.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,652 Reckon Community Manager Community Manager

    Thanks for that @PCsforKids, I know this is going to sound a tad silly but just checking, after you change the date selection, are hitting the green Refresh button for the report to regenerate with those new dates?

  • PCsforKids
    PCsforKids Member Posts: 35 Reckoner Reckoner
    edited September 2024
    Reckon Unexpected Errors.docx

    Yes definitely hitting Refresh. I have attached a doc with screen shots. Also includes screenshot of the Upload error which started happening at the same time - get error on drag and drop but not on Browse and select attachment.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,652 Reckon Community Manager Community Manager

    Excellent, thank you those screenshots really help.

    Ok, I'm going to shoot through an access request to you book. It will come through as a separate email for you to grant access. I'd like to get this over to my dev team for a closer look.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,652 Reckon Community Manager Community Manager

    Also - just a note on the drag & drop not working when attaching a file, we've got that being looked into at the moment 🙂

    As you've said, in the interim if you use the Browse option that will upload your file normally until we get that straightened out.

  • PCsforKids
    PCsforKids Member Posts: 35 Reckoner Reckoner

    Just letting you know that the transaction listing reports are still giving the same error. PC has been shutdown overnight and restarted today.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,652 Reckon Community Manager Community Manager

    Thanks for that @PCsforKids

    I've got this over to my dev team who will be looking into this for us. We've got some work happening already in the background in relation to improving performance which should help and I'll keep you posted as soon as I hear more info on progress from my devs.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,652 Reckon Community Manager Community Manager

    Hi @PCsforKids

    Just dropping in to say I haven't forgot about this. We've had some work happening in the background which we hoped to have released this week but unfortunately have hit some snags in testing which has caused some delays.

    I'll keep you posted on this.

  • PCsforKids
    PCsforKids Member Posts: 35 Reckoner Reckoner

    Hi, Not being able to generate transaction reports is starting to hold up work we need to do. Is the release close to being ready yet?

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,652 Reckon Community Manager Community Manager

    Totally understand where you're coming from @PCsforKids and I'm really sorry for the delay.

    We actually went through a deploy earlier this afternoon however unfortunately we noticed some unusual behaviour so we've rolled it back and we're going to take another look at it.

    I'll let you know more info around the release as soon as I have it.

  • PCsforKids
    PCsforKids Member Posts: 35 Reckoner Reckoner

    Hi Rav,

    No advice of a release and reports still not generating so assume you are still having problems.

    This problem started as I was trying to close out July and August and now it is nearly end Sep and end of quarter. Please give me some good news🤨

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,652 Reckon Community Manager Community Manager

    I do have a little bit of good-ish news to share @PCsforKids

    As you may have seen we just released a pretty significant update for Reckon One today (details HERE). That release carried some pretty large performance improvements along with some foundational work for the issue with reports.

    Now that the release is out, this allows the team to deploy a hotfix for the issue with reports that you're currently contending with. The release for this is actually scheduled for today but that could be subject to change without notice so I'll confirm with you if/when its out later in the day.

    Hang in there! I know its been a little while coming now and you've been super patient and I can't emphasis how much the team appreciates that. Apologies again though for the hassle its caused.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,652 Reckon Community Manager Community Manager

    Hi again @PCsforKids

    I'm really sorry to be the bearer of bad news but the hotfix build hit some issues during testing in staging today so it hasn't proceeded with release. The guys and girls in the dev team are re-examining and we'll give it another go ASAP.

    Believe me when I say, I've communicated the urgency around this release to the team so they're fully aware.

    As always, I'll keep you posted.

  • PCsforKids
    PCsforKids Member Posts: 35 Reckoner Reckoner

    Thank you for the update, Rav. I have spent a long career in IT, mostly software development management and so I feel your pain and understand that reports not running appears a simple issue from the outside but could involve deep complexities. As a user, however, I just want it to work😀

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,652 Reckon Community Manager Community Manager

    Really appreciate your patience @PCsforKids, thanks so much.

    I do have a little update to share, I don't want to get too far ahead of things but the team are giving the deployment another go today and are working through the release tasks at the moment. Its looking much more promising so hopefully we'll get sign-off later this afternoon.

    More info to follow.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,652 Reckon Community Manager Community Manager

    Hi again @PCsforKids

    Can I get you to please test your reports and let me know if they're working correctly for you now?

    Let me know when you can

    Cheers!

  • PCsforKids
    PCsforKids Member Posts: 35 Reckoner Reckoner

    Hi Rav,

    Tried just now. Reports do work after clicking Wait on "page not responding" 3-4 times. I tried Receipt List and Payments List. No longer getting Unexpected Error pop up.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,652 Reckon Community Manager Community Manager

    Thanks for confirming @PCsforKids, glad the main error message has been sorted.

    Does that Page Not Responding message appear consistently when you try generating a report?

  • PCsforKids
    PCsforKids Member Posts: 35 Reckoner Reckoner

    Hi Rav,

    I was running it from home over the past few days with laptop running wireless connection and consistently took 3-4 Waits. Today I am in the office using desktop with ethernet connection - Receipt List for This Month takes 1 Wait - Payment List for This Month does not take any Waits.

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