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personal plus has stopped working, will not open at all

m3993003

Firstly on day 1 all my shares data had disappeared but the rest of the program worked, then on day 2 this is what I now get when I try and open the program:

Firstly pics Q1, 2 and 3 in order. Then we I try to restore from the backup file, I get pics Q4, 5 and 6. From pic 6 there is no option so save in a Quicken folder.

thanks

Geoff

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m3993003

I have over 20 years of data saved, including full records of 20+ years of SMSF activity. It will be disastrous if this cannot be fixed. Please help

Geoff

Lucas Andrews

Hi @m3993003,

The file you are opening appears to be in the temporary Windows folder and most files disappear from there. I suggest moving them to another location like your documents or desktop.

I just want to make sure that you are browsing outside of the Temp file location after restoring a file from your USB, it would need to be moved as files stored in the TEMP folder after an extended period of time are removed by Windows. That's most likely why you are experiencing issues opening and saving the files.

On another note, could you please take a look at the post below on how to take a screenshot as it allows for us to clearly identify issues easier and provides a higher quality for us to offer suggestions on how to answer your post based on the information in front of us:

#TipTuesday - A Picture Paints A Thousand Words — Reckon Community

Thank you and speak to you soon.
Lucas

m3993003

Lucas thanks for the quick reply. Unfortunately and weirdly my keyboard does not have a print screen button!

The backup file is located on a USB, it has nothing to do with Windows Temp. It was saved on 14/2/2024.

Yes the Reckon file was in Temp and I have moved it to desktop however it does not contain any data files.

I cannot get past the screens shown in pics 1-3.

m3993003

Also I've just found a Reckon accounts personal plus folder in Program files but it also does not contain a data file.

Nickiu

Hi m3993003,

As per your screenshot, it seems like you saved the file in Temp folder. Can you try to save it in different location such as Desktop.

Thanks,

Nick

m3993003

Nick have u read my previous response? One Reckon folder, that did not contain a data file was in Temp. I have moved it.

I cannot open the program to save a file anywhere!

A suggestion: My renewal fee is due in a couple of weeks. What if I pay it now, then Reckon gives me access to download a replacement version? I'll then uninstall the current version, install the new one and hopefully open my 14/2 backup from the USB. Please confirm if this is acceptable? And provide me with a download link once you confirm receipt of my payment.

Nickiu

Hi m3993003,

I’d suggest the clean uninstall and reinstall by following the article instructions below. A clean reinstall may also fix issue.

https://help.reckon.com/article/ily7uoxuo3-kba-4333-clean-uninstall-and-reinstall-of-accounts-personal

Let me know if you need further assistance!

Nick

m3993003

Nic my Quicken folder is in Downloads. It does not have a delete option see pic Q8. I have a Reckon Accounts Personal Plus folder in Program files but also it does not have a delete option.

Can I use the Windows delete program tool to remove the Reckon Accounts app? Will the Selective Startup option still work. I am now becoming very concerned. I have been unable to add any data for nearly a week. Surely the simplest way is how I suggested? I fully uninstall the current Reckon app using Windows. Then I install a new version which I will pay for as soon as I get the OK to go ahead

Geoff

m3993003

Sorry I did not attach the pics, here they are

m3993003

Update. I was able to open the program by using open sample file option, then finding my latest file 14/2. BUT! all my investment data is missing, over 20 years worth! Suggestions please

Nickiu

Hi m3993003

Do you have a backup file, if so, Can you try restore backup?

Cheers.

Nickiu

Hi m3993003

Also, Could you please locate all instances of QDF files, as well as their corresponding supplementary files (such as the QPH files containing share price data) on both your computer and any USB drives?

Once you've found these files, could you compare the names and file sizes?

Typically, the QPH file that matches a QDF (same name, different extension) will be small, especially if it doesn't have any data. However, you might find another QPH file elsewhere that’s larger.

Let me know how you go.

Nick

m3993003

Nick The sniping tool nor print screen work on my PC. This is what appears after I copy and paste the latest backup USB files.

The only QPH file I can find is in the Quicken folder which in turn is in the Documents folder. It is dated 24/10/2024 which is no use because of the date, regardless it wont open. There is no QDF file in the this Quicken folder.

Nic, thanks for your help but clearly here my program is either corrupted or faulty in some way. Again I ask for download access to a new program, I pay the $220, and I delete this current program and replace it with the new one.

m3993003

follow up, Nic the copied backup files will not appear in the above post.

m3993003

what is happening now??? 6 days no reply!

Nickiu

Hi @m3993003

To assist you further I could need more details to scope down the issue and assist you better,

could you please provide the following information:

1: Confirm your current software version: Please confirm the version of Reckon Accounts Personal you currently have installed. It appears the file you're working with may be from an older version, so verifying your software version will help us determine if this is the issue.

2: Last successful file access: Could you let us know when you last opened the software and successfully loaded a data file containing share price information?

3: Update your software: If you haven't already, please install the latest version of the Reckon Accounts Personal software to ensure you have the most up-to-date features and fixes.

4: Clarify file details: We need a detailed list of your files. Please confirm the following for each file type (RKN, QDF, QPH) on your computer as well as any USB drives:

File names
File sizes
Locations of the files

5: Screenshots vs. mobile photos: The images you provided seem to be taken with a mobile phone. Could you confirm if you're using Windows inside a Mac via Parallels? Also, are you aware of the PrintScreen or PrtScr button on your keyboard, or if there’s another method for capturing screenshots?

6: File consistency: If you have QDF files without a corresponding QPH file in the same folder, the share price data may be missing, as these files are essential for that data.

Thank you

m3993003

Nic the program has reverted to not opening at all. There is a Quicken folder in downloads that contains a QIN, HCX, IDX, Reckon accounts QDF, QEL AND QPH file. In program files there is a Reckon Accounts file with a large number of mainly dll files all dated 28/9/2021

I believe it is PP 2015

Software last opened successfully 14/2/2025

There is 2069kb QPH dated 31/10/2024, and QDF file with 15575 kb dated 31/10/2024 in the Quicken folder in Documents. I cannot find a RKN file anywhere on the PC. There is a RKN file in the USB containing 16195kb dated 14/2/2025

As explained twice before my keyboard does not have a print screen button and the sniping tool only produces very small copies. I can clearly see the mobile pics in the posts above.

I would very much like to update the software. Can u please provide a link where I can do this

Geoff

Nickiu

Hi m3993003

To download new software, please visit here to get the download link. please login with your Customer-ID and Pin number.

For the screenshot, if you are using Windows OS, the alternate way is to press Windows key+ Shift key + S. Have you had a chance to try this method?

Cheers.

m3993003

Nic I have submitted the email confirmed correct customer ID and customer PIN. I get the no error message return to this page, so I have cleared all cookies and still return to the same no error message page.

yes I have tried screenshot method and all I get is a tiny unreadable section copied with no provision for enlargement. Again can I state I can clearly read the screenshots in the messages above.

Datarec

Hi @m3993003

Your screenshots whilst readable are not fully showing the full file name.

They appear to be very long due to the inclusion of dates as part of the file name.

Consider expanding the Name column to the right so you can show more of the actual file name.

If you are taking a screenshot by pressing the PrintScn or Print Screen key on your keyboard (desktop) then it gets copied to the clipboard.

This would allow you to 'paste' that into the body of a community post by pressing the CTRL key and the letter V (CTRL + V).

Nickiu

Hi m3993003

I have privately messaged you to request additional information for troubleshooting.

Thanks.

Nickiu

Hi m3993003

Just following up to see if you still need assistance. I sent you a private message but haven’t received a response yet. It would appreciate it if you could let me know.

Thank you

Nick

m3993003

Nick the last message I received from you and the community was to ask for my customer no which I provided. Nothing since and this is the second time today I have responded. Can u please provide a working link where I can re download the program? It appears this is the only possible hope I now have

Geoff

customer no again is 103360

Nickiu

Hey @m3993003

It seems I didn't receive your private message, please ensure you are actually responding to the private message and not sending an email if that's what you've done previously.

I've just tried reaching out but couldn’t get in touch with you. I’ll try again in about half an hour.

Thanks

Nickiu

Hey @m3993003

I just tried to get in contact with you again but didn't succeed.

Thanks

Nickiu

Hey @m3993003

The above customer ID you have provided is not the correct one for your Reckon software. I have sent you the correct login details and the link to download the new software via private message. Please use this information to proceed with the download.

Thanks

m3993003

Nick thanks I've downloaded the new file but it will not open the latest backup file from 14/2/2025. Incredible and really upsetting. I have 20 years of records there including all my SMSF data. I appreciate what u have done. Is there a number I can call you please? Thanks for calling me earlier. I am hard to reach. I will be home now and from about 3.30 pm tomorrow