Issue with Templates After Reckon Upgrade

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prasanna
prasanna Member Posts: 79 Reckoner Reckoner
in Accounts Hosted

Hi Team,

We are currently experiencing an issue with our templates following the recent Reckon upgrade. We have noticed that when printing documents to PDF, the header and footer labels/images are missing. However, documents sent directly through Reckon appear to be unaffected.

Thanks for your help

Best regards,

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Comments

  • Tanvi_kataria
    Tanvi_kataria Reckon Staff Posts: 472 Reckon Staff Reckon Staff

    Morning @prasanna

    Apologies for the inconvenience and thank you for your patience.

    The issue with the logo image is due to the format change which has corrupted the image and caused the problem.

    Attached are the steps to help you with the issue -

    • Download the image from the software
    • Open it in Microsoft Paint and resave it in JPG format.
    • Re-upload the image
    • Select it in the template.

    Please try and follow the steps and confirm if that helps. Feel free to reach out if you have any concerns/issues. Thank you!

    Regards

    Tanvi

  • prasanna
    prasanna Member Posts: 79 Reckoner Reckoner

    This is a poor upgrade by reckon ,

    we cant send invoices and Reckon messed up all our template, it is nasty

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,376 Reckon Community Manager Community Manager

    @prasanna Did the steps above work for you or are you continuing to experience a missing image on your print?

  • prasanna
    prasanna Member Posts: 79 Reckoner Reckoner

    Hi Rav,

    I hope this message finds you well.

    This is a harrowing situation for us, as we currently have over 30 templates with missing images when generating PDFs. These images are critical to the branding and clarity of our documents.

    What is especially perplexing is that the same images do appear correctly when the templates are emailed directly to customers from Reckon. This leads me to ask: if the images are available and visible in the emailed versions, why are they not displaying when we print or save the templates as PDFs?

    This inconsistency is causing disruption in our workflow and customer communications. kindly request your immediate attention if you can to resolve this matter, as well as clarification on whether this is a known limitation or a technical issue that can be resolved.

    We appreciate your prompt support and look forward to your response.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,376 Reckon Community Manager Community Manager

    Hi @prasanna

    I'd just like to clarify and get an understanding here, have you updated the image file on one of your templates but are continuing to encounter the same issue when printing an invoice that uses that template?

  • prasanna
    prasanna Member Posts: 79 Reckoner Reckoner

    Hi Rav,

    I have not touched image files at all.

    Thank you

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