Error importing bank QIF files in Reckon After Upgrade v34 (for FY26)
We updated to Reckon Accounts Premier v34 (the latest version) and since upgrade have been unable to import QIF files.
When attempting to import the QIF file (Banking → Import Bank Statement…), we enter the file location, select the correct account for import and the QBO file is created successfully.
However, after this, rather than importing the QBO file into Online Banking Centre for reconciliation, a second instance of Reckon pops up with the below error message. The transactions are not imported and no bank statement is visible in Online Banking Centre.
"An error occured when Reckon Accounts tried to create, open, or use the company file. Please try again.
If the problem persists, contact Reckon Technical Support and provide them with the following error codes: (-6150,-1006)."
I've tried the following which didn't solve the issue:
- Perform a rebuild (same error)
- Perform a backup and restore (same error)
- Create a new bank account and attempting to import a QIF file (same error)
- Create a new company file to test import (this worked - indicating that the issue is not generic to the new version, but to my specific company file since upgrading)
As mentioned earlier, we had no issue importing QIF files prior to the upgrade.
This also seems to have effected previous upgrades as I found the below thread which discusses the same issue back in 2017, however unfortunately there's no documented solution.
Looking for suggestiong on how we can resolve this or someone who can resolve the issue for us.
Comments
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I had the same problem. Fortunately, I'm also running RA Hosted. The QIF file was readable there and the QBO file created online was able to be used by the desktop version to do the import.
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I don't have RA Hosted, so I don't think I can do the same thing.
I am getting a QBO file created before it errors. I'm not sure whether the problem is with the format of the created QBO file or the import process for the QBO file.
How were you able to import the QBO directly, I can only see the option to import the QIF which is then converted as part of import
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For the QBO file, I think I used File → Utilities → Import → Web Connect Files
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Thanks - I didn't know you could do this!
That does the trick as a work around at least, the QBO file imports without any issue.
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Quick update - The work around continues to do the trick which is great.
However, I had raised with Reckon support prior to Jeff posting the suggested workaround above.
Despite spending 90 minutes on the phone with a support agent and showing them the issue via remote desktop, they were unable to suggest the work around that Jeff suggested.
Instead, they requested a copy of my company file to further investigate the issue.
It's now been two weeks and support has completely ghosted me. No response from the support team regarding the issue, no response to emails, no response from the support agent lokesh.chauhan@Reckon .com who promised to provide a quick update on the issue. Nothing.
So, to any one reading this, don't bother wasting your time with support, they don't seem to understand how to use their own product and don't want to learn. If you and the community board can't solve the problem or find a workaround, there's no chance the support team will be able to help.
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My view is that this is a bug in RA desktop introduced in the v34 update, not picked up during testing as this use case was not included.
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Hi @bradec
I'm sorry to hear we've dropped the ball here in regard to your support experience.
I'd like to follow up on this to see where things are at and what we're doing about it. Can you shoot me the case number you have with our technical support team please and I'll take a look.
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I thought that, but when I was troubleshooting I created a brand new file and the import worked. It might be upgraded files only that have the issue - I haven't tested with others.
Regardless, a competent support team would let you know 1) we don't have a fix, but share a work around or find one, 2) let you know the outcome of further investigation. If it's a bug fine, I'll use the work around until it's fixed, but communication is lacking
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Hi @Rav
Thanks for your response - I raised CAS-358251-R6H0K5 prior to calling the support phone number and speaking with Lokesh. I can't find another case number so I'm not sure whether Lokesh raised a new one or used this one.
I also have RKN:00000000940000000270 as the remote access session that was used and the claim id (claim ID: 3Fghug52UmeVkj5A) for the file that was delivered for further investigation.
To be fair to the support team, after searching, it looks like there was a follow up email from Shabnam that attempted to provided a work around, however unlike Jeff's suggestion Shabnam's steps didn't actually work.
There was also no further information provided around a permanent solution - is this a problem with the file, is this under investigation as it may be a bug?
Communication and follow up to see the issue through to resolution could be much better.
That said - thank for reaching out and I do appreaciate that given your outreach, my interaction with support to date may not be representative of the entire team.
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Thanks for the info @bradec
I've had a quick look and I can see we've got a couple of cases logged for you in relation to this, both of them on the 8th.
We could have certainly done better in terms of our communication in one of the cases in particular. I don't want to deviate too much from the actual issue that you're contending with here but I'd also like to provide some actionable feedback to our teams, so in relation to the email Shabnam sent through to you on the 9th with a potential workaround, did you respond to advise the steps provided didn't work for you? The only reason I ask is, I can't see that in the case timeline so I'd like to ensure I've got all the details accurate.
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I first raised a support case online on 8 July, and followed up with a 90-minute phone call with Lokesh from your support team that same morning. During that call, Lokesh attempted to open the QBO file directly — the same workaround later suggested by Shabnam in her email on 9 July. As it did not work during the call, nor when I attempted it again the following day, it’s clear that this suggestion did not reflect the full context of the troubleshooting already undertaken.
Despite the detailed call and the fact that I was asked to provide the file for further investigation, Shabnam’s response made no reference to the call or the file provided. As such, I reasonably assumed it did not reflect the current status of the case and did not follow up with Shabnam further.
Since then, I have emailed Lokesh on both 15 July and 17 July — but it is now 22 July and I’ve received no response whatsoever.
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FYI, in case it is not obvious, is that this functionality worked fine in the previous version.
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