Slower speed and font quality

System
System Member Posts: 212 Moderator Moderator
in Accounts Hosted
This discussion was created from comments split from: Upgrade to Reckon Hosted.
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  • Admin316171
    Admin316171 Member Posts: 12 Reckoner Reckoner

    Hi Rav & Kie,

    I hope it's ok, I thought it easier to jump on here rather than start a new thread.

    I did get notifications of a new platform but have found a couple of things that I don't love. I feel like it is slower to open and go to new screens, though I did feel like it was quicker to load to print. The font looks lighter and I also feel like the quality of the type has decreased - looks quite pixilated.

    Thanks Fiona

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager
    edited April 7

    Hi there @Admin316171

    I've split your reply into its own post as I'd love to get a little more feedback on this.

    Are there any specific screens that you've noticed that are performing a little slower than the previous version?

    In regard to the font and quality, can you let us know which browser you're using along with your operating system? Does it look the same if you login to Hosted on a different browser just as a test?

    Are you using Hosted on an external monitor or a laptop screen and do you happen to know the screen resolution? Are you using any zoom or magnification settings on your browser and/or PC?

    Finally, did you notice this difference since the upgrade to the new platform or prior to that?

    Would love to hear more feedback on this 🙂

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager
    edited April 7

    Also - if you could post a screenshot showing the pixelated font, that would be really helpful 🙂

  • KIE
    KIE Member Posts: 5 Novice Member Novice Member

    Hi, I have also noticed the poor pixelation which only started with the new platform - I'm using Chrome. I took a screenshot of the font, however, it doesn't provide a clear image of the issue.

    To my initial comment, on opening Reckon this morning there is now information available on the changes, which would have alleviated some of my concerns had that been available from inception. It is too early to provide further feedback, however, I will say I do miss the floating toolbar and easy access to the home screen.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Hi there @KIE

    Thanks for your feedback. Appreciate that it might be a little early however if you're experiencing low quality display I'd still like to get a bit of info from you if that's ok.

    • Firstly, can I grab that screenshot that you've mentioned or any other screenshot that you can take which shows the screen quality.
    • Are you using Windows or Mac and waht is your operating system?
    • I can see that you've mentioned you're using Chrome, does this also occur on any other browsers on your PC?
    • What type of monitor are you using? ie. an external monitor, built-in laptop screen etc
    • What is the screen resolution of your display?
    • Are you using any zoom or magnification settings on your browser or PC settings?
    • Is it happening on all screens in Hosted or just some/selected screens?
    • Has this always been an issue or has it only started since the upgrade to the new platform?
  • KIE
    KIE Member Posts: 5 Novice Member Novice Member

    Hi Rav

    The change in resolution only began post the upgrade to the new platform and only occurs with Reckon. It reminds me of the old dot matrix print quality. It is absolutely due to upgrade as only occurs in Reckon and only since the upgrade.

    • Using Windows 10, 64 bit operating system
    • Samsung monitor
    • Due to sensitive information, I am reluctant to upload a screenshot
    • I am not doing anything different to prior to the upgrade, eg zoom and magnification have not been changed
  • KIE
    KIE Member Posts: 5 Novice Member Novice Member

    Hi Rav

    To assist with understanding the quality of the print, if you compare the Calibri font to the MinLiU font, and make that lighter, you will get an idea of the difference in quality.

    Kind Regards, KIE

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Thanks for the above info @KIE

    In regard to the screenshot, that's totally ok. Just to clarify though, is it occurring on all screens that you view in Hosted or only some/selected screens?

    Also, what is the screen resolution of your monitor? To find this, right click on your desktop ➡️ Display Settings ➡️ You'll see the resolution there.

    image.png
  • KIE
    KIE Member Posts: 5 Novice Member Novice Member

    Hi Rav

    The screen resolution is 1920 x 1080.

    Kind Regards, KIE

  • AccountsSwan
    AccountsSwan Member Posts: 9 Novice Member Novice Member

    i am having the same problem with the text ONLY in Reckon Hosted since the upgrade, is extremely light.

    This is occurring for all our users.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Hi @AccountsSwan

    Thanks for flagging this.

    If you wouldn't mind, can I get you to answer the questions I posed to @KIE as well? I'll paste them below as we're pretty keen to get an understanding of various factors as part of our investigation.

    • Firstly, can I please grab a screenshot showing the issue with font display?
    • Are you using Windows or Mac and what is your operating system?
    • Which browser are you using? ie. Google Chrome, Firefox, Edge etc
    • What type of monitor are you using? ie. an external monitor, built-in laptop screen etc
    • What is the screen resolution of your display?
    • Are you using any zoom or magnification settings on your browser or PC settings?
    • Is it happening on all screens in Hosted or just some/selected screens?
    • Has this always been an issue or has it only started since the upgrade to the new platform?
  • WM2
    WM2 Member Posts: 4 Novice Member Novice Member

    We are also experiencing lighter and pixelated text with the new platform. Using edge browser. It is quicker but now I am having connection issues - it won't connect my session sometimes it say's there is an error with connecting your session, try again'. My internet is good and only happens sometimes, only once this week but it will continue for a few hours.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Hi @WM2

    We're currently looking into an issue affecting connections to Hosted. More info on that here.

    In regard to the visual pixelation though, can I please grab the same info from the questions I've posted just above in my previous reply? It would really help us out in getting to the bottom of why that's happening for some users and not others.

    Cheers

  • WM2
    WM2 Member Posts: 4 Novice Member Novice Member

    I am using windows 10 64 bit
    Dell screen
    Browser is edge. I've tried chrome but same thing
    screen resolution is 1920 x 1080

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Thanks for that @WM2

    Any chance you could post a screenshot of any of the screens where you're seeing the display show in lower quality?

    Also, has it only started since the upgrade to the new platform in Hosted or before that?

  • WM2
    WM2 Member Posts: 4 Novice Member Novice Member

    All pages look the same quite pixilated

    image.png

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