Logo not printing on invoice with new RAH upgrade

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Kris_Williams
Kris_Williams Member Posts: 3,999 Reckon Hall of Famer Reckon Hall of Famer
edited April 4 in Accounts Hosted

I am trying to print an invoice with a logo. All was good prior to this upgrade but now Print preview shows the logo but when printed the logo does not print, even though the setting is to print on plain paper

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  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Hi there @Kris_Williams, thanks for flagging this.

    When you print the invoice, is the space where the logo appears blank or does it appear with a black box or something else?

    Any chance we could grab a screenshot of the print preview screen and the outputted invoice?

  • Kris_Williams
    Kris_Williams Member Posts: 3,999 Reckon Hall of Famer Reckon Hall of Famer
    edited April 4

    this is what is printed

    image.png
  • Kris_Williams
    Kris_Williams Member Posts: 3,999 Reckon Hall of Famer Reckon Hall of Famer
    edited April 4

    sorry @Rav, I have just gone out so canโ€™t send the preview as I hadnโ€™t read properly. But it shows a large logo the size of that box.

  • Kris_Williams
    Kris_Williams Member Posts: 3,999 Reckon Hall of Famer Reckon Hall of Famer

    this is what happens now if I try to logon from my phone

    IMG_5016.jpeg
  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager
    https://community.reckon.com/discussion/comment/20653737#Comment_20653737

    That's ok, no worries @Kris_Williams

    I've had a word with the Hosted team about this. When you're back in front of your PC, can you do me a favour and re-upload the logo image to Hosted and template and then retry printing again.

    Let me know how this goes and if you encounter the same behaviour.

  • Kris_Williams
    Kris_Williams Member Posts: 3,999 Reckon Hall of Famer Reckon Hall of Famer
    edited April 4

    I did select the logo again from the images folder, even though it was already there. And I get the same printout as it shows in the print window when I actually print it out

    image.png
  • Kris_Williams
    Kris_Williams Member Posts: 3,999 Reckon Hall of Famer Reckon Hall of Famer
    edited April 4

    this is the print preview view

    image.png
  • Kris_Williams
    Kris_Williams Member Posts: 3,999 Reckon Hall of Famer Reckon Hall of Famer

    How can I get the floating red toolbox window so I can download the logo and check it out

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Thanks for getting back to me @Kris_Williams

    Ok, to download a file on the new platform for RAH click on My Files from the toolbar at the top. Then click on Q drive. You'll find all your files and folders there (including the Upload folder).

    To download a single file, just click on the file and it'll download to your PC.

    Download File - RAH New.gif
  • Kris_Williams
    Kris_Williams Member Posts: 3,999 Reckon Hall of Famer Reckon Hall of Famer
    edited April 4

    ok all fixed. I found 2 copies of the logo in the upload folder so I selected the other one, and all good.

    FYI, I donโ€™t like the new way to access the files, maybe have to get used to it

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Glad to hear you got it sorted @Kris_Williams

    You're right, I think once it becomes a bit more familiar it'll be second nature like the Floating Toolbar was, but would be keen to hear if there's anything specific you're not liking about the new process? ๐Ÿ™‚

  • ViCSPA
    ViCSPA Member Posts: 10 Reckoner Reckoner

    Hi Rav

    I am having this issue as well - I have re-uploaded the logo but still not working

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Hi @ViCSPA

    Can you let me know the steps you performed to re-upload and add the logo to the template?

    Also, what is the file-type of the image file? eg. .jpg, .png, .bmp etc?

  • ViCSPA
    ViCSPA Member Posts: 10 Reckoner Reckoner

    We have two trading names for one company and one logo is fine (set under one template) but the other isnt.

  • ViCSPA
    ViCSPA Member Posts: 10 Reckoner Reckoner

    I went to my files and clicked on q drive then went to upload & chose the file. I didnt need to do anything for the other template its working normally.

    jpeg files

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Thanks @ViCSPA

    Did you add that newly uploaded image file to the invoice template as well? (The template that currently isn't working). If not, can you please try doing so and let me know if this still continues to occur afterward?

  • ViCSPA
    ViCSPA Member Posts: 10 Reckoner Reckoner

    Yes I did that & still not working

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Ok thanks for trying @ViCSPA

    I'm going to shoot you a private message shortly to get a little bit more info. Specifically, I'd like to get a copy of the image file that you're using and also a copy of your invoice template that you're having trouble with along with a few other details.

  • ViCSPA
    ViCSPA Member Posts: 10 Reckoner Reckoner

    ok thankyou Rav I will wait for your message

  • LisaGray2022
    LisaGray2022 Member Posts: 6 Reckoner Reckoner

    Hi Rav, I am having the same issue this morning, I have completed the steps to upload the image again but it is still showing on the preview & not on the printed invoice

  • Kris_Williams
    Kris_Williams Member Posts: 3,999 Reckon Hall of Famer Reckon Hall of Famer

    Try duplicating the logo and upload and then add the new one! Good luck

  • LisaGray2022
    LisaGray2022 Member Posts: 6 Reckoner Reckoner

    Hi Kris, I have already done that twice, it shows on the preview but when I select to print it just shows a black box where the logo should be

  • Kris_Williams
    Kris_Williams Member Posts: 3,999 Reckon Hall of Famer Reckon Hall of Famer

    have you tried saving the logo file in a different format, e.g. bmp

  • LisaGray2022
    LisaGray2022 Member Posts: 6 Reckoner Reckoner

    Hi Kris, thank you so much, that has now worked, really appreciate your help

  • Kris_Williams
    Kris_Williams Member Posts: 3,999 Reckon Hall of Famer Reckon Hall of Famer

    Thatโ€™s great, happy to help.

  • Renee scaddan-nile
    Renee scaddan-nile Member Posts: 4 Novice Member Novice Member

    Hi have reuploaded logo as png closed reckon reopened but still no logo. also are you now affilated with amazon as when I closed down this is the window that appears. Really need this sorted re Logo

    Screenshot 2025-06-01 091449.jpg
  • Renee scaddan-nile
    Renee scaddan-nile Member Posts: 4 Novice Member Novice Member

    Ok have got it to work didnt work as jpg png but did work as bmp thanks

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,288 Reckon Community Manager Community Manager

    Thanks for flagging @Renee scaddan-nile (and welcome back to the Community ๐Ÿ™‚)

    Glad you got it sorted and to answer your other question, yes that is a legitimate screen from your screenshot.

    For any other Community members that come across this post, I'll just add a link to our info on missing logo images when printing after upgrading to the new RAH platform here - Missing logo image on printed invoices after upgrading ๐Ÿ–ผ๏ธ๐Ÿ–จ๏ธ

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