The new version Accounts Hosted opening an old version of your company file

John GJohn G Reckon Staff Posts: 2,283 ✭✭
edited September 2017 in Accounts Hosted
Some users are finding that the new version of Reckon Accounts Hosted is opening an old file.  This may happen under some circumstances and is not affecting everyone.

Reckon apologises for the inconvenience this is causing.  

You will know that the last company file opened is not being found if you were asked to upgrade a file that you have already used in the 2014 R3 version.    You should do the following:

Examine all Folders and Shared Shortcuts in your Q-drive for files.  When you find your company file, take note of the date alongside - the date last saved.  If it is not the latest date of access, keep looking until you find the company file with the correct latest date accessed.  

If you cannot find your latest accessed company file then contact Technical Support immediately.

regards, John.

Comments

  • Melody Mayfield-PriceMelody Mayfield-Price Member Posts: 4
    edited February 2017
    Same, all I'm getting is a black screen.
  • Cherie RudzitisCherie Rudzitis Member Posts: 2
    edited February 2017
    I could log into my accounts this morning.......................now they are gone!!!  click to open my company file and says it doesn't exist!!!!
  • SRSR Member Posts: 18
    edited February 2016
    WOULD LOVE TO CONTACT TECHNICAL SUPPORT JOHN, THEY SEEM NOT TO BE ANSWERING THE PHONE!!! PERHAPS SOMEONE COULD CALL ME?? 02 6650 9816???? LOST FOUR SEPARATE COMPANIES. THIS IS NOT ACCEPTABLE.
  • John GJohn G Reckon Staff Posts: 2,283 ✭✭
    edited December 2016
    Hi Margaret,

    Please log out of Hosted and close your browser - not just the current tab but the browser.

    Relaunch your browser and try again.

    If you are using Internet Explorer, please ensure that Compatibility View Settings is turned off.  See; 
    https://community.reckon.com.au/reckon/topics/internet_explorer_10_and_the_new_reckon_accounts_hosted

    Trust this gets you in.  

    regards,
    John
    .

  • John GJohn G Reckon Staff Posts: 2,283 ✭✭
    edited December 2016
    Hi Melody,

    Please see my comments to Margaret above.

    Trust this gets youin.


    regards,
    John
  • John GJohn G Reckon Staff Posts: 2,283 ✭✭
    edited December 2016
    Hi chierie,

    Sorry to hear you have been hit by this issue.  The solution is the same as if an older version of your file opens:

    Examine all Folders and Shared Shortcuts in your Q-drive for files.  When you find your company file, take note of the date alongside - the date last saved.  If it is not the latest date of access, keep looking until you find the company file with the correct latest date accessed.  

    If you cannot find your latest accessed company file then contact Technical Support immediately.

    Hope you find your file there.

    regards,
    John.
  • John GJohn G Reckon Staff Posts: 2,283 ✭✭
    edited February 2017
    Hi SR,

    Sorry to hear of the problems you are experiencing and the delays on the telephone - a few people are experiencing your issue and you should do the following:

    Examine all Folders and Shared Shortcuts in your Q-drive for files.  When you find your company file, take note of the date alongside - the date last saved.  If it is not the latest date of access, keep looking until you find the company file with the correct latest date accessed.  

    If you cannot find your latest accessed company file then you have no alternative but contact Technical Support immediately.  We expect the delays to progressively diminish.  

    We are sorry for the inconvenience the change to the new version is causing you.


    regards,
    John


  • Latisha RyderLatisha Ryder Member Posts: 4
    edited September 2014

    Am still on hold to Reckon support too. This is third phone call - last phone call was 35min and went completely silent, no on hold music, I had no idea whether I was still on hold at all! So hung up and have finally got through again - already up to 20mins.


  • Cherie RudzitisCherie Rudzitis Member Posts: 2
    edited September 2014
    Hi John
    I have located the file now.
    Can we no longer save backup to an external location?
  • Linde Johnston HerdeLinde Johnston Herde Member Posts: 6
    edited September 2014

    Sorry just isn't going to help, this should not have happened what will you do with the bills for lost time and income, we cant afford this and why are you not running parallel?

  • JudyJudy Member Posts: 10
    edited September 2014
    this sounds good news that Reckon can find our last files used, as I started an enquiry at 7.30am, and after being 1 hour on the phone to someone who couldn't help at all, was told his upline would call me back --  still waiting at 11.30am.  All my Q: Drive backups have disappeared!! and cannot get into my USB backup or hard-drive backup!  Hope they get their act together sooooon.
  • Melody Mayfield-PriceMelody Mayfield-Price Member Posts: 4
    edited September 2014
    Still no luck....I know have a blue screen showing my customer id no. and saying 'welcome' but nothing else is happening.
  • Brad HendersonBrad Henderson Member Posts: 2
    edited November 2014
    John, Contacting technical support IMMEDIATELY is an expensive joke. I am in my 38th minute on hold and sitting here reading about everyone else's 2 hour wait. What a messy, unprofessional service we are paying for. Never, ever again will I use or recommend  Reckon Hosted for my clients. You have become worse at upgrades and worse in technical support over 3 years. Not a record to be proud of.
  • InigoInigo Member Posts: 331
    edited April 2015
    No.

    They changed the system.

    -IM

  • John GJohn G Reckon Staff Posts: 2,283 ✭✭
    edited December 2016
    Hi Judy,

    For your backups, look in the B drive.

    regards,
    John
  • Cathy O'HardingCathy O'Harding Member Posts: 21
    edited September 2014
    John I can't even log back in to the system to look for my file! I had logged in this morning but had to get out and now it won't recognise the new password and I have no idea where the forgotten password email is going because it isn't to me! I had clearly found an old version as I was asked to upgrade so I did but I don't know if I am missing the current file! Given how many other users are screaming I would imagine that I am missing the file as it isn't the first time I have lost data at the expense of reckon!
  • Chris SuttonChris Sutton Member Posts: 3
    edited September 2014
    Where is my last saved file? All I see is 3 shared folders with QBW files dates 24 July 2014 - not my last date of access. What is going on here?
    Having just increased my monthly fee by 30%, I would expect a better upgrade experience!
  • InigoInigo Member Posts: 331
    edited April 2015
    Cherie, where did you find your file?

    Was it not in the same location you had it previously?

    -IM
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