Reckon Accounts Hosted printing issue - A file has been printed (29 August)
Hi everyone
We are currently investigating reports of printing issues from Reckon Accounts Hosted.
Currently when attempting to print a document such as an invoice or report, a message is appearing on-screen such as the example below and the print job does not proceed.
We are currently investigating this issue in conjunction with AWS, our upstream technology partner at the highest priority.
Workarounds
There are currently a couple of workarounds that you can utilise in the interim while we address this issue.
1️⃣ Email the invoice/report to yourself from Reckon Accounts Hosted. Once the email is received print the document from your local printer.
2️⃣ Save the invoice as a PDF by going to File ➡️ Save as PDF ➡️ Save the invoice to your Q drive and then download it using the My Files menu. Once the file has been downloaded, open it on your local PC and print it.
Admittedly, both workarounds aren't ideal as there are a number of steps involved particularly if there are multiple invoices/reports etc to be printed and we do apologise for the inconvenience this is causing at the moment.
More updates will be posted here as soon as they come to hand.
Comments
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hi all.
Yesterday no issues, this morning I can not print an invoice, It get the below message. Using Chrome.
Nothing opens, nothing happens. Slightly inconvenienced! Any help appreciated.
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Hi @Crown Connections Australia,
Sorry to hear you're experiencing an issue with Hosted printing at the moment.
Have you made any recent changes to your web browser or adding any extensions?
Could you possibly forcefully close out your session using the Control Panel > Remote log off and attempt a print again?
Let me know, how you go.
Lucas Andrews
Technical Support Representative0 -
No new apps/ extensions. I tried that, cleared the cache etc before reaching out. Its printing in general from reckon thats not working, not just invoices...
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I've got the same problem - going to make Friday impossible to get through.
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I am having the same issue.
no problems yesterday, can't print anything this morning.
I have shut down and logged out of everything, no change.
Please address this urgently
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I'm not sure what steps you are asking but when I try and print a quote or an invoice (yet to try a purchase order) and you click the print icon - it takes you to the Print one screen, you click "print" and then nothing occurs and the error listed in the first comment is shown and nothing happens afterwards.
I am running Chrome and am not aware of any updates, have checked extensions, restarted etc and am unable to print.
Please advise what steps we should take to print a document as to not see this error and be able to print a copy of the invoice or quote
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Hi @Tam34 and @JO-ANNE_7327707,
I'm going to raise this matter and get back to you shortly. We do apologise for the frustrations that this is causing you.
Thank you.
Lucas Andrews
Technical Support Representative0 -
It is also not letting me pdf anything - getting same error
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Please note I am only trying to print 1 page only on any document trying to print
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Me too. Its a single invoice, maybe 200kb of data. No pop up icon from chrome since I enabled it after Reckons last update.
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yep same, only trying to print one page.
Bank Rec - one page
debtors summary - one page
customer statement - can't pdf
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Ive never seen this window before today.
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Same error for me. "A file has been printed…" but nothing happens. cannot print Sales Orders or Invoices and probably anything else from Reckon Hosted.
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I'm able to print bank statements etc from Chrome, just not Reckon
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Same for me.
A file has been printedYour file is currently being opened in a new tab, this could take longer than usual for larger files
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Hi everyone,
There is currently an issue with printing in Reckon Accounts Hosted that is widespread and we're investigating this as an urgent matter. Please hold tight, whilst our team investigates to resolve the issue.
Thank you for your patience.
Lucas Andrews
Technical Support Representative2 -
Hi everyone,
Just a quick update to let you know we're continuing to investigate the issue affecting printing as we speak.
A potential workaround in the interim is to email the document you're attempting to print to yourself and then print it outside of Reckon Accounts Hosted. I appreciate that's not ideal and I do apologise for the inconvenience its causing today.
Our teams are looking into this at the highest priority and we're engaging with our upstream technology provider for further investigation.
More updates to follow soon.
Lucas Andrews
Technical Support Representative1 -
Thanks Lucas. Hopefully this weekend's upgrade will resolve the issue. 🤞
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I hope it's fixed before the upgrade for everyone so you can go back to doing what you do best running businesses😊
Lucas Andrews
Technical Support Representative0 -
Same error message here to AND the work around is unfortunately not viable. The form I am attempting to print appears in the Print Forms window but not in the Select Forms To Email window. If I select a different date range, previous forms appear for selection in the Select Forms To Email Window.
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Such bad timing people, Friday, need to print. Error is wide spread I think is an understatement
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that work around doesn't work, cannot print to pdf either.
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Hi guys,
Another workaround is to use the Save PDF function in Hosted.
If you open the window you would like to print such as invoices, reports and more:
- Click File > Save as PDF in Hosted
- Download using my files
- Open and print from your device locally
Hopefully, it will not be too much longer for a fix to resolve this matter.
Lucas Andrews
Technical Support Representative1 -
I'm not sure if its my laggy email exchange or not, but I haven't received a single emailed invoice out of Reckon since 10AM either…
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Hi Rav
Is there a work around for generating Packing Slip/Delivery Notes? We have a bunch of orders to despatch but can't get paperwork to send with them. There isn't an option to email a packing slip?
Thanks
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The biggest issue is not being able to print delivery notes to get products out the door near the end of month.
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I'm really sorry guys, you're right it doesn't look like the Packing Slips can be saved or emailed so the workarounds outlined above won't apply.
I'm a little hesitant in advising this as I know how silly it sounds but I'm also unsure how successful it will be, but while this issue is currently ongoing perhaps you could take a screenshot of the preview of the packing slip/delivery note and send that to your printer or email?
I've put together a quick little screen recording below as an example however it will differ slightly for you depending on what screenshot software you have on your PC. I use Greenshot but if you have the Windows Snipping Tool which usually comes pre-installed on Windows PC's then it'll work in the same way.
Apologies to you both, we're working with AWS to put things right as quick as possible.
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ℹ️ UPDATE
Hi everyone
A quick update on this. AWS have identified the root cause of the issue and are working on implementing a fix
They have given us an estimated timeframe of 90 minutes from now however this can be subject to change. Regardless though, we'll keep you updated as it progresses.
Thank you all for hanging in there, I know its been frustrating contending with this issue today and hopefully we're almost at the end.
More info to follow.
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Thanks for the suggested work around Rav - we only have snipping tool on our system. The quality of the printed snip isn't very good (very blurred) so we will have to wait for the fix. Hopefully its resolved soon.
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ℹ️ IMPORTANT UPDATE
Hi everyone
We've just received confirmation from AWS that the printing issue is now resolved.
In order for the fix to apply you will need to start a new session with Reckon Accounts Hosted.
1️⃣ Please finish and save any current work you are doing and then click File ➡️ Exit. Its important that you select this specific option in order for your file and session to close properly.
2️⃣ Once your file is closed, go into the Reckon Accounts Hosted control panel and log off any active sessions you have listed in the Log Off Remote Sessions screen then Logout.
3️⃣ Log back into Reckon Accounts Hosted and launch your file.
4️⃣ Try printing an invoice, packing slip or report and please let us know below whether its successful for you or if you continue to encounter any issues.
Please let us know how you get on.
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✅ ISSUE RESOLVED
I'm going to mark this one as resolved. If you notice any further trouble with printing please let us know by creating a new post HERE.
Thank you all for your patience today, I know there's never a good time for these situations and Friday is particularly less than ideal so we really appreciate your understanding. Apologies again for the hassle caused.
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Resolved! Thank you.
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Situation normal. Thank you :)
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Reckon Staff 
