Customer Statements email hanging

Pamr
Pamr Member Posts: 3 Novice Member Novice Member
edited December 3 in Accounts Hosted

I am so frustrated. I have phoned Reckon customer support (what a joke) a couple of times and the help is a completely useless. Not sure why we are paying for this. I have +-300 customer statements and the system keeps freezing during email sending. I have to log off and redo this process.Been trying to send since 8am and it is now 10:45am and I now have to check via email report which you cannot print, which statements have been sent! This is ridiculous!!!!! I even tried selecting 40 statements at a time with the same issue. No, it is not our internet as we are big company and have a specialized IT department. ALT+page up used to work and does not work anymore. I am told by customer support that it does work and is a windows command… It used to work on reckon hosted but does not anymore!!!!! I am told well then you need to log out and log back in!!! Amazing customer support. Help!!!!! Hope someone out there can help me!

Comments

  • Lucas
    Lucas Reckon Staff Posts: 564 Reckon Staff Reckon Staff
    edited December 2

    Hi @Pamr,

    Sorry to hear that you haven't had a great experience with our technical support teams. I will relay this feedback for you.

    It looks like you've already attempted to send in batches and which usually does work. Can I recommend completing a data rebuild by doing the following:

    1. Go to File
    2. Utilities > Full data file rebuild

    It will ask you to make a backup before completing the rebuild, which may take some time. If you could please let me know if this helps or the outcome that comes from the rebuild. It would be appreciated.

    Let me know how you go!
    Thank you.

    Lucas.png
  • Pamr
    Pamr Member Posts: 3 Novice Member Novice Member

    Hi @Lucas

    Thanks for your help. This seems to have worked.

    Finally, there is someone at Reckon who can help.

    Pam

  • Lucas
    Lucas Reckon Staff Posts: 564 Reckon Staff Reckon Staff

    Hi @Pamr,

    Good to hear that it has worked for you!

    Does it now allow you to submit larger batches or just resolved the freezing issue only?

    Lucas.png
  • Pamr
    Pamr Member Posts: 3 Novice Member Novice Member

    Hi @Lucas

    Yes, it let me do a larger batch but it's pretty painful that it cannot cope with 1 big batch.

  • Lucas
    Lucas Reckon Staff Posts: 564 Reckon Staff Reckon Staff

    Hi @Pamr,

    This could be an indication of a problem with the data file itself but may have been rectified with the rebuild of the data file.

    Hopefully it does not happen again. Unfortunately, it's a common theme with Hosted not being able to send very large batches and is more successful when broken up like you are doing right now.

    Lucas.png

Categories