Certificate-based authentication is not available

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PeterC67
PeterC67 Member Posts: 50 Reckoner Reckoner
edited July 6 in Accounts Hosted

One user out of 6 online this morning, has got this the below error message on screen…

Does anyone know what it means, and how to get around it.

image.png
image.png

I have cleared internet data etc. (cookies / data / reset site permissions)

It is now sitting on the "Connecting" screen, but has got no further

____________________________________________________________________________________

26 June 2025

ISSUE RESOLVED - CLICK HERE FOR THE LATEST UPDATE

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Answers

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager

    Hi @PeterC67

    Is this still happening for this particular user since you published your post?

    If you go into the Hosted control panel, does it show any active sessions for this particular user ID in there?

  • PeterC67
    PeterC67 Member Posts: 50 Reckoner Reckoner

    We believe as it may be a Chrome issue.

    Have moved them to Edge and seems to have resolved it.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager

    Hi @PeterC67

    Thanks for getting back to me and glad to hear they've been able to get back in to Hosted.

    I'd be interested in getting a little bit more info from you. The only reason I say that is, Google Chrome is the supported and recommended browser so I can't say for certain at this stage whether its a browser issue or something on our end occurring at that time of the morning.

    When you noticed this occurring to the user, did you check the Hosted control panel in conjunction with the other troubleshooting you previously mentioned (clearing cache etc)?

    Around what time approximately was the user able to successfully login?

  • PhillHawtin
    PhillHawtin Member Posts: 3 Novice Member Novice Member

    We have this issue this morning.

    User has rebooted. She was on Chrome and has the same issue with Edge.

    She is not showing as logged in on the Hosted Control Panel.

    Unable to log in as at 8:00 26.06.25

  • Timberyard
    Timberyard Member Posts: 4 Novice Member Novice Member

    Hi there,

    I am also having this problem this morning. I have moved from Google to Edge and have no success to log in.

  • Sean Cresswell
    Sean Cresswell Member Posts: 22 Reckoner Reckoner

    Yes, seeing this issue here also…..our users are a mix of Chrome & Edge.

  • AlyshaDew
    AlyshaDew Member Posts: 8 Reckoner Reckoner
    edited June 25

    3 of us having this issue this morning @Rav looks to be wide spread pls advise

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager

    Morning all,

    Thanks for your reports of this and apologies for the hassle it's causing.

    We're looking into this as we speak however if you enter your Reckon Accounts Hosted password into the password field and then click the sign-in button it should allow you to proceed.

    Can you please try that out and let me know if you're successful?

  • AlyshaDew
    AlyshaDew Member Posts: 8 Reckoner Reckoner

    Yes i was able to log in without authentication process

  • megan_9161514
    megan_9161514 Member Posts: 15 Reckoner Reckoner

    No good here, that wont let me log in.

  • PhillHawtin
    PhillHawtin Member Posts: 3 Novice Member Novice Member

    No, this didn't work for us.

    She can log into the Accounts Hosted page, but after clicking on the Launch Accounts 2025 button we get the below:

    image.png
  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager

    Hi @PhillHawtin

    If you enter your RAH password into that certificate error message that pops up, what's happening after that?

  • JandCLegh
    JandCLegh Member Posts: 4 Novice Member Novice Member

    Am having same issue with Chrome, Firefox, Edge. Have cleared all caches, rebooted. Tried entering password again and nothing has worked.

  • Vicki_10862349
    Vicki_10862349 Member Posts: 19 Reckoner Reckoner

    I had the same issue but I was able to enter my password and login.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager

    Hi all,

    Just to clarify my earlier reply, the password to enter is the same password you use to login to Reckon Accounts Hosted, not any password you may have set on your company file.

    Let me know if this is successful for you

  • JandCLegh
    JandCLegh Member Posts: 4 Novice Member Novice Member

    Tried this, not successful for me

  • megan_9161514
    megan_9161514 Member Posts: 15 Reckoner Reckoner

    Yep in now, I had to put the password in for our Admin as that is what account it was coming up as. Hmmmmm should of looked at that. Thanks

  • Sean Cresswell
    Sean Cresswell Member Posts: 22 Reckoner Reckoner
    edited June 25
    https://community.reckon.com/discussion/comment/20655810#Comment_20655810

    No, this didn't work for us…..also of note, there are two users that are still active in their sessions, but any of us that had a session time-out, are unable to log in.

  • JenSchmidt
    JenSchmidt Member Posts: 10 Reckoner Reckoner

    I had the same problem. Password worked for me.

  • agofarm
    agofarm Member Posts: 67 Reckoner Reckoner

    Morning I am having the same problem today, Any idea how to rectify it. I am using Edge. My password is not being recognized

    thanks Teresa

  • PhillHawtin
    PhillHawtin Member Posts: 3 Novice Member Novice Member
    edited June 25
    https://community.reckon.com/discussion/comment/20655807#Comment_20655807

    Hi Rav,

    Yes, we just got in using the RAH password into the error's password field now.

    Thank you.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager

    Hi all,

    For the folks who are still unable to login after entering your RAH password into the certificate error window, are you encountering a further error message after doing so OR is it stuck on the certificate error window?

    If you're running into another error message, can you please post a screenshot of it here.

  • Julie C
    Julie C Member Posts: 83 Reckoner Reckoner

    Also experiencing this issue 26/6. Entering RAH password into the error allowed me to login successfully.

  • Zappy
    Zappy Accredited Partner Posts: 5,355 Accredited Partner Accredited Partner
    edited June 25

    @Rav

    Used the password in the error screen

    Worked like a charm

    Good work everyone

    Im super glad the community is here

    Zappy

  • Sean Cresswell
    Sean Cresswell Member Posts: 22 Reckoner Reckoner

    OK, closing out of the browser, and logging in, we are able to get the RAH password to accept…….thanks for the workaround @Rav.

  • JEN
    JEN Member Posts: 135 Reckon Star Reckon Star
    edited June 25

    I got the error message but went to the Control Panel in RAH, logged off remote sessions to refresh the page. Typed in the RAH password in the error message panel and got in.

    I don't know if this helps but it worked for me.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager
    edited June 26

    ℹ️ UPDATE

    Just a general update, our teams are working with our technology partner to investigate this and it looks like the cause has been identified and is being worked on right now.

    We've tested on a number of accounts and scenarios and entering the RAH login password into the password field on the error message window should allow you proceed into the service successfully. A couple of our Community members have reported above that they needed to log off any active sessions in the Reckon Accounts Hosted control panel and close the browser window first so if you're not successful on your first attempt, please try this and it should allow you to successfully access the service.

    Apologies again for the trouble and inconvenience this is causing today, we're working on putting this right as quick as we can.

  • Vanessa_10085275
    Vanessa_10085275 Member Posts: 39 Reckoner Reckoner

    Same issue this morning. My RAH password does not allow me to log in and I'm receiving this error after entering password

    [WinError: 1326] Unknown username or incorrect password. Please double-check your username and password. If the issue persists, please contact the system administrator for account verification.

  • brisbaneblinds
    brisbaneblinds Member Posts: 8 Reckoner Reckoner

    We had 3 users unable to log in but tried with the RAH password & that seemed to work.

  • kimsydenham
    kimsydenham Member Posts: 3 Novice Member Novice Member

    I rung the help desk, his advise was not to panic, it should be fixed in a couple of hours. Dont panic, it is the end of the financial year. Do better Reckon

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager

    Hi @Vanessa_10085275

    Thanks so much for that info. I've checked in with our teams in relation to that error and that appears if the incorrect password has been entered into the window. Please end any active sessions in the Reckon Accounts Hosted control panel and logout.

    Once you've done that, log back in and if you run into the certificate error window again, enter your correct RAH login password into the window. Ensure its typed in correctly and it should allow you in.

    Let me know how you go.

  • Vanessa_10085275
    Vanessa_10085275 Member Posts: 39 Reckoner Reckoner
    https://community.reckon.com/discussion/comment/20655817#Comment_20655817

    I'm still unable to log in and this is the error message after using RAH password

    [WinError: 1326] Unknown username or incorrect password. Please double-check your username and password. If the issue persists, please contact the system administrator for account verification.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager
    https://community.reckon.com/discussion/comment/20655825#Comment_20655825

    I'm sorry to hear that was the advice you were given @kimsydenham

    I've fed that back to our support team leaders to ensure we're all on the same page in terms of our communication and you're right, any issue at this time of year isn't ideal.

    As mentioned above, entering your RAH login password into the field on the error window should allow you to proceed successfully. If its not successful on your first attempt, logoff any active sessions in the Reckon Accounts Hosted control panel, logout and close your browser. Try again and if you run into the certificate error window again, enter your correct RAH login password into the window. Ensure its typed in correctly and it should allow you in.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager
    https://community.reckon.com/discussion/comment/20655827#Comment_20655827

    @Vanessa_10085275 were you able to login successfully after trying out the info from my previous reply to you above? I'll also add it again below 👇

    https://community.reckon.com/discussion/comment/20655826#Comment_20655826
  • Pivacadmin
    Pivacadmin Member Posts: 44 Reckoner Reckoner

    Morning,

    I am having the same issue and it will not recognize my password - now what??

    I have payroll to do this morning and EOM stuff , please tell me what to do

    Username is pivacadmin and the log in is asking for password for 0713715-1 which is mine

  • Samantha Robertson
    Samantha Robertson Member Posts: 9 Reckoner Reckoner

    Hi

    Please advise the latest update on this ASAP.
    I also need to process payroll and other extremely important payments this morning!

  • Pivacadmin
    Pivacadmin Member Posts: 44 Reckoner Reckoner

    Hi - is anyone able to re-set my password so I can get in???? This is urgent

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager

    Hi @Pivacadmin & @Samantha Robertson

    We've tested on a number of accounts and scenarios and entering the RAH login password into the password field on the error message window should allow you proceed into the service successfully.

    A couple of our Community members have reported above that they needed to log off any active sessions in the Reckon Accounts Hosted control panel and close the browser window first. So if you're not successful on your first attempt at entering the RAH password into the error message window, please try those steps and it should do the trick.

  • Samantha Robertson
    Samantha Robertson Member Posts: 9 Reckoner Reckoner

    @Rav - how do I get the RAH password please?
    I only have the customer ID and PIN

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager

    @Samantha Robertson

    Just to clarify, the password I'm referring to is the same password that you use to login to the Reckon Accounts Hosted service.

    image.png

    You would have used this password to login before encountering the error.

This discussion has been closed.

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