New Reckon Accounts Hosted printing page not loading for EOM Statements run

Vanessa Loudon

Logging into Reckon Accounts Hosted this morning, we were launched to the new updated version.

I've attempted to start the End of Month process to create customer statements and have found the usual print screen no longer springboards to open a new tab with the list of statements for viewing prior to printing off. In fact, I get a message on the new dashboard, stating that a new tab with my temporary file will be created but nothing eventuates no matter how long I wait.

It's been 6 attempts so far and I've had to click on 'No' when the regular pop-up asks 'Did each statement print correctly?'
How can I access our statements under this new platform version?

Rav

Hi there @Vanessa Loudon

Is this a large print job with many, many pages?

The reason I ask is, on the new Reckon Accounts Hosted platform if you're printing a very large report with many multiple pages, a message will appear on-screen to let you know the print job is generating before it opens in a new tab. This message will close automatically once the new tab opens and your report will appear.

Is the new tab with the report not opening for you? Which browser are you using?

Also, did you previously allow pop-ups on the new platform when you were prompted on logging in/starting the print?

Vanessa Loudon

Thanks Rav.

It was the statement run for approx. 80 customers so possibly considered a large 'print' job?
Our issue was that the expected pop-up / printing tab wasn't activating at all in the new version, regardless of how long we left the program to 'do its thing'.

Google Chrome is our default browser, based on Reckon Accounts Hosted requirements.

I logged out of Reckon and shut down my computer twice when the issue wasn't resolved after the first shut down.
Looking into my computer's settings, it appeared that our chosen anti-virus program had overridden the Reckon Print Screen pop-ups as malicious.
Once this was reset, I was able to complete my End of Month process.
Another issue I did notice was that previous monthly statement copies saved as .pdf files were for a similar number of customers with files of only 800 kb - however, the saved statements for End of Month April 2025 was considerably larger at 49,780 kb.

Rav

Thanks @Vanessa Loudon, that's actually really helpful info.

Out of curiosity, which security software are you using that blocked Hosted's pop-up permission? This could be something we can incorporate into our help guides to assist other users in future.

Another issue I did notice was that previous monthly statement copies saved as .pdf files were for a similar number of customers with files of only 800 kb - however, the saved statements for End of Month April 2025 was considerably larger at 49,780 kb.

This is also quite interesting. I'm assuming there hasn't been a huge amount of additional data added to this month's report compared to the previous statement, would that be correct?

Vanessa Loudon

Pop-up permission was intercepted by Trend Micro.

The Monthly Statements' data file being saved on the shared server drive for April definitely wasn't considerably larger than those of previous months.
We regularly create between 75 to 83 customer statements every month, with only 1 customer's statement occasionally being slightly more than a single page.

The Save/Print option I've used for previous months was 'CutePDF Writer' which created the smaller black & white statement file sizing I'm used to seeing.
However on last Friday with the new release, the only Save/Print option available on my print screen was 'save as PDF' which appears to have saved the statements in full colour.

We have this week added the 'CutePDF Writer' option back into my printer listing which appears to have rectified the saved data file size issue.

Thanks.