Missing logo image on printed invoices after upgrading 🖼️🖨️

Rav
Rav Administrator, Reckon Staff Posts: 13,918 Reckon Community Manager Community Manager
edited May 1 in Accounts Hosted
Missing Logo.png

Hi everyone

We've received a small number of reports from Reckon Accounts Hosted users that their logo image has disappeared when printing their invoices after upgrading to the new platform.

Invoices that are emailed retain the logo image correctly however printed copies are appearing blank where the image should be. This is not affecting all Reckon Accounts Hosted users but if you are currently experiencing this, please try the steps below.

Change the format of your image file to something else such as .png then upload that to Hosted and add it to your template.

To change the format of your image, open the image file in Microsoft Paint (or other image software), click Save As and select the format as PNG. Alternatively, you can try resaving it as a JPEG if you wish.

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Comments

  • John Graetz
    John Graetz Member Posts: 1,569 Reckon Legend Reckon Legend

    I am experiencing this problem in respect of receipts, rather than invoices. I do work for a not-for-profit organisation which receives donations from donors who donate in different currencies, hence the need for multiple receipt templates to cover different currencies. The current templates have all been created from templates within Reckon, using the Sales Receipts templates as the basis for my customised receipts. This does not therefore allow me any known way to be able to change the image file to say .png or .jpg. Each of these receipts has been, in the past, been sent with a customised email by someone else. At the moment, the only convoluted means I have of issuing proper receipts, is to email the customer receipt to my email address, open that email and receipt attachment, print it to pdf and rename to what is appropriate in the circumstances. I have tried using three different browsers in an effort to resolve this, all without any success. I have also tried importing the Receipt Template into Paint but it tells me that it is not a bitmap file and is unacceptable.

    I also mention that when I select Print Preview, the image shows correctly, but then when I try to actually print the receipt, the logo disappears.

    Is there any likelihood of this error being fixed in the short term, please? John L G

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,918 Reckon Community Manager Community Manager

    Hi @John Graetz

    Good to hear from you! 🙂

    But also, sorry to hear you're having some trouble with this. If you head into the Sales Receipt template then click the Select Logo button, it should open a file explorer window that shows all image files in your Q drive. Are you able to locate the logo image here? It will likely be in the Company File Name - Images folder.

    If you can track down the image, download it from the My Files menu (info here) and then try out the steps I've outlined above.

    Let me know if that helps or if I'm not on the right track in terms of your specific situation.

  • John Graetz
    John Graetz Member Posts: 1,569 Reckon Legend Reckon Legend

    Thank you Rav for providing a very clear clarification of the instructions on how to update the logo. I still have enough active grey matter to have worked out the way to do everything! All is now good. Just a pity that when one tries to make the change, many of the fields at the top of the form re-arrange themselves and then have to be changed back to their original position, not that this is something new though. Part of this also means getting used to the changes from the floating toolbar - much clearer for me now after this exercise. Thanks again, Rav. John L G

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,918 Reckon Community Manager Community Manager

    Excellent, glad to hear you got it sorted @John Graetz and great to see you on the Community again 🙂

  • Ilizebel
    Ilizebel Member Posts: 8 Novice Member Novice Member

    We have update the logo to PNG which solved the logo disappearing, but when we email any document out of Reckon directly it still displays as black, how do we solve this? If JPEG, logo disappears, PNG its black when emailed directly out of the system, really frustrating, can you please urgently assist?

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,918 Reckon Community Manager Community Manager

    Hi @Ilizebel

    Sorry to hear you've been having trouble with your logo, especially after already updating it. While what you've described isn't specifically caused by the new platform, its obviously frustrating nonetheless. We've got some info with steps on how to correct this in our help guide here - https://help.reckon.com/article/itjny64xlh

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