Invoice printing issues with new Reckon Accounts Hosted

Machelle Blair
Machelle Blair Member Posts: 14 Reckoner Reckoner
in Accounts Hosted

The layout of my invoices has changed with the new update and also my log won't print correctly. The logo looks correct when you email the invoice, but when you print it from Reckon it looks like the attached file

Logo issue.png

This is what it looks like if emailed:

Logo issue it should look like this.png

How do I fix this issue?

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,919 Reckon Community Manager Community Manager

    Morning @Machelle Blair

    Thanks for flagging this and for the screenshots.

    So to clarify when you email the invoice the logo appears correctly on the emailed copy, correct?

    However when you print that same invoice the logo looks out of place, almost like its zoomed in based on your screenshot, is that right?

    If you re-add your logo to the invoice template and then attempt to print your invoice, does it print correctly?

  • Machelle Blair
    Machelle Blair Member Posts: 14 Reckoner Reckoner

    I have already re-added the logo to the invoice as per one of the earlier posts that someone put up on the Community board this morning.

    Yes, when the invoice is emailed, the logo is perfect.

    When you print the invoice through Reckon Hosted the logo is blown up so much that you can't recognise it.

  • Machelle Blair
    Machelle Blair Member Posts: 14 Reckoner Reckoner

    This problem is also happening with statements. I can email the statement & the logo is perfect, but when I print the statement the logo is "zoomed" or whatever you want to call it.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,919 Reckon Community Manager Community Manager

    Thanks for the info @Machelle Blair

    Which file format is your logo image? Could you please upload your image file here and we'll try some testing to see if we can replicate this.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,919 Reckon Community Manager Community Manager

    Actually, before we do the the above @Machelle Blair, can you please try out the following and let me know if it helps at all?

    1. Go to List > Templates
    2. Select and edit your Tax Invoice template
    3. Go to Additional Customisation > Print tab
    4. Select Use specified printer settings below for this Tax Invoice
    5. Set the Paper Size to A4 (210 x 297 mm)
  • Machelle Blair
    Machelle Blair Member Posts: 14 Reckoner Reckoner
    SB Electrical Logo.jpg

    Here is a copy of the logo. The file is a .jpg

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,919 Reckon Community Manager Community Manager

    Thanks so much @Machelle Blair

    Can I get you to try one more thing, if you perform the steps below does that help to print your invoice correctly?

    1. Go to List ➡️ Templates
    2. Select and edit your Tax Invoice template
    3. Go to Additional Customisation ➡️ Print tab
    4. Select Use specified printer settings below for this Tax Invoice
    5. Set the Paper Size to A4 (210 x 297 mm)
  • Machelle Blair
    Machelle Blair Member Posts: 14 Reckoner Reckoner

    That didn't work either

  • pipesupportswa2
    pipesupportswa2 Member Posts: 12 Reckoner Reckoner

    We are having similar issues with our logo.

    There are now lines appearing on the RH side and underneath our logo that weren't there before the upgrade.

    image.png

    If we email the document (invoice / sales order / statement) the logo is correct but not when you print them.

    This is how our logo should look & did look pre upgraded version

    image.png

    I have performed the steps suggested above and nothing changed. We still have the problem.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,919 Reckon Community Manager Community Manager

    Thanks for trying guys. One more suggestion, can you please head into File ➡️ Printer Setup ➡️ Tax Invoice ➡️ Advanced ➡️ Select A4

    image.png
  • Machelle Blair
    Machelle Blair Member Posts: 14 Reckoner Reckoner

    Sorry…..that didn't fix it either

  • pipesupportswa2
    pipesupportswa2 Member Posts: 12 Reckoner Reckoner

    Hi Rav

    Have made the suggested change - ours was defaulting to "letter" - but it hasn't fixed the problem with the logo.

  • Reeta
    Reeta Reckon Staff Posts: 251 Reckon Staff Reckon Staff

    Hi @pipesupportswa2, @Machelle Blair ,

    I apologize for any inconvenience this may have caused. Please follow the steps below to address the issue:

    1. Delete the logo from the template and save the changes.
    2. Download the logo file.
    3. Open the logo image in Microsoft Paint.
    4. Save the image as a new file in JPG format.
    5. In Windows Explorer, verify the file size. If it exceeds 200 KB:
      a. Reopen the JPG file in Microsoft Paint.
      b. Use the Resize function to reduce the image dimensions until the file size is below 200 KB.
    6. Open your template in Layout Designer and insert the new JPG image into the Logo field.
    7. Click OK and save to close.

    Please let me know the outcome. Hope this resolves the issue.

    Kind regards,

    Reeta

  • Machelle Blair
    Machelle Blair Member Posts: 14 Reckoner Reckoner

    That has fixed the issue in my invoice. Does that mean that for every template I am using, I will need to change the logo to this new one?

  • pipesupportswa2
    pipesupportswa2 Member Posts: 12 Reckoner Reckoner

    Hi Reeta

    Thanks that seems to have worked on the Tax Invoice. Will now go through and update all other templates.

  • Reeta
    Reeta Reckon Staff Posts: 251 Reckon Staff Reckon Staff

    Hi @Machelle Blair @pipesupportswa2 ,

    I'm glad to hear that it worked. Please ensure that you update the templates with the newly uploaded logo, replacing the previous one.

    Thank you .

    Regards,

    Reeta

  • Sean Cresswell
    Sean Cresswell Member Posts: 19 Reckoner Reckoner

    Thanks @Reeta….was just about to post about this issue, but, it appears this is the fix for the new limitation.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,919 Reckon Community Manager Community Manager

    Morning @Sean Cresswell

    Can I just confirm, was your logo image appearing larger in a similar way to the OP above or was it missing when you printed the invoice?

  • Sean Cresswell
    Sean Cresswell Member Posts: 19 Reckoner Reckoner

    Morning @Rav,

    Yes correct, our admin is working her way through all of the templates, and resizing logo images now.

    2025-05-09 (2).png
  • Rav
    Rav Administrator, Reckon Staff Posts: 13,919 Reckon Community Manager Community Manager

    Thanks for that info and apologies for the hassle this is causing. Can I grab a copy of the image file? I'd like to provide this example to our Hosted team to further their investigations around this.

  • Sean Cresswell
    Sean Cresswell Member Posts: 19 Reckoner Reckoner
    edited May 9

    No problem @Rav ….as attached. Also, I see it is under 200KB, so I presume the workaround provided by @Reeta was meant to be 200px (Pixels). [our header image is 2480 x 490, and only 66.18KB]

    2771_NZ_Manufacturing_Letterhead_Header2 (002).jpg

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