RESOLVED - Failed to setup the connection error - Reckon Accounts Hosted

Rav
Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager
edited April 10 in Accounts Hosted

Hi everyone

Just a heads up that we're currently investigating reports of an issue in Reckon Accounts Hosted that is affecting new sessions to connect along with the below error message appearing.

Failed to setup the connection.gif

We're currently looking into this as we speak and from our initial observations, it looks to be affecting new logins only. If you are currently logged into Reckon Accounts Hosted your session will function as normal.

Apologies for the inconvenience and hassle this is causing at the moment. I'll have further updates to follow as soon as possible.

ISSUE RESOLVED - PLEASE CLICK HERE FOR LATEST UPDATE

Comments

  • GerryWinter
    GerryWinter Accredited Partner Posts: 1,448 Personal Range Elite Expert Personal Range Expert

    Anybody else having this issue, have tried 3 different browsers.

    Will turn of my computer and try again.

    Gerry id 6376

    Gerhard Winter

    Ph. 0418907140

    Reckon Store Next Door

    "Always at your Service"

    Email: gwinter0808@gmail.com

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager
    edited April 10

    Hey Gerry,

    Thanks for flagging this, just received word about this from the team as well. It looks to be something on our end rather than your PC.

    We're kicking off an investigation on our end and I'll have an announcement up shortly.

  • Nick_8326929
    Nick_8326929 Member Posts: 17 Reckoner Reckoner
    edited April 10

    im have same issue team

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

    Thanks for reporting @Nick_8326929 and I'm really sorry for trouble this is causing right now.

    We're looking into this as we speak and I'm hoping to have another update to share very soon.

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

    ℹ️ UPDATE

    Hi everyone

    Just a quick update to let you know we're still on this and we've engaged our upstream technology partner for further investigation.

    Apologies again for the inconvenience this is causing. More updates to follow.

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

    ℹ️ UPDATE

    Hi all,

    Work is ongoing at this stage to address the issue with new logins failing to connect for Reckon Accounts Hosted users.

    Resolving this issue is our highest priority at the moment and I'm hoping to have more info to share with you all soon.

  • NathanAxisIT
    NathanAxisIT Member Posts: 2 Novice Member Novice Member

    I have this issue as well.

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

    ℹ️ UPDATE

    Good evening everyone

    The investigation into this issue is still underway by our upstream technology provider.

    Unfortunately I don't have a timeframe to share with you at this stage however I can assure you this is all we're focused on right now.

    Thank you all for your patience so far and apologies again for the frustration and inconvenience this is causing at the moment.

  • Kris_Williams
    Kris_Williams Member Posts: 3,812 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    I just logged on from the iPad using Safari, just for curiosity,- no problem

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

    Hi @Kris_Williams

    Thanks for that info. Can I just confirm, were you experiencing the connection issue when attempting to login at some stage earlier today?

  • Kris_Williams
    Kris_Williams Member Posts: 3,812 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    No I haven’t actually been on Hosted, except for 10 minutes mid morning today- only Reckon One after that

  • Kris_Williams
    Kris_Williams Member Posts: 3,812 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    This is what comes up but I can still logon

    IMG_0155.png
  • Kris_Williams
    Kris_Williams Member Posts: 3,812 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    Same result on computer using Firefox

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

    Thanks @Kris_Williams, if you hit the Launch Hosted 2024 button, does your session connect successfully?

  • Kris_Williams
    Kris_Williams Member Posts: 3,812 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    yes it does ………………….

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

    ✅ ISSUE RESOLVED

    Hi everyone,

    Our teams have worked overnight on a fix and I'm happy to advise this issue is now resolved.

    Access to Reckon Accounts Hosted for users on the new platform experience is fully available and we're monitoring very closely.

    Thank you so much for your patience while we worked this issue out. If you encounter any issues with logging in and launching your session, please let us know.

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