RESOLVED - Reckon Accounts Hosted - Missing Files 25 February

2

Comments

  • Cameron TwitteyCameron Twittey Member Posts: 1
    edited February 2016
    I still don't have my files. Do I ring customer service again or just wait. This is ridiculous. I fly out tomorrow morning and BAS is due. Will definitely be changing providers after this.

  • Chrystal RichardsChrystal Richards Member Posts: 11
    edited February 2016
    For the past 2 days, after i log on to hosted and not use for a minute it tends to abort and i'm having to re login over and over again.

    It isn't my internet connection as i have access to all my other programs!

    Does this have anything to do with the current issues at all?

    Very frustrating when doing customer sales throughout the day!
  • RavRav Administrator Posts: 10,792 Administrator
    edited December 2016
    I'm really sorry for the frustration this is causing Cameron and I can fully appreciate that the timing couldn't be worse with your impending flight.

    Our Support team are getting in touch with the small amount of affected users remaining as we speak. I've had a look and you're definitely on the list. You'll be receiving a call shortly from a senior technician.

    Thanks
    Rav
  • RavRav Administrator Posts: 10,792 Administrator
    edited December 2016
    Hi there Chrystal,
    What you've described isn't a reported symptom related to the missing file issue some users have been experiencing at the moment, although it does sound rather annoying!

    I've found a KB article that might be of some help -
    http://kb.reckon.com.au/issue_view.asp?ID=4295

    Take a look, see if it helps and let me know how you get on

    Cheers
    Rav
  • Tania RichardsTania Richards Member Posts: 9
    edited February 2016
    Hi Rav - I did get my phone call to say it was working but not until nearly 1:30 today & I had already found out from this post.  I'm sure they had a few people to ring - hopefully it doesn't happen again but maybe in future a generic email to everyone affected first so they can get back to work & then the personalised phone call when they can.
  • Susanne JackSusanne Jack Member Posts: 2
    edited February 2016
    Received a phone call several hours ago and techs were still working on getting my files back. Have heard nothing since and, of course, have no files to work with and BAS due on Monday. Are they still working on the problem or have they gone home for the weekend
  • Tania CzislowskiTania Czislowski Member Posts: 9
    edited March 2016
    Are you still working on the problem, I still have no files and 4 BAS's still to be done by Monday as well as enter all the data.  I have phoned 3 times since yesterday for updates, it would be good to be kept in the loop as promised on the phone yesterday morning.  Why can't Reckon use back-up of servers that is supposedly done to get everyone up and running quickly.  I was told when enquiring about joining that this was done so if there was any failure everyone could be restored quickly and little down time.  Why are some fixed and not others, please someone give us some explanations.
  • RavRav Administrator Posts: 10,792 Administrator
    edited December 2016
    Hi Tania, Check out one of my posts above which outlines the cause of the issue along with why some files have been restored. The support team have been working through to contact all remaining affected users in order to assist in the retrieval of their missing files. They've been trying their best to get in touch with everyone and this will continue. Sincere apologies for the inconvenience, Rav
  • Tania CzislowskiTania Czislowski Member Posts: 9
    edited March 2016
    You said they have been trying their best to get in touch with us, I haven't left my phone since early yesterday morning when I first got told they would call me back within a couple of hours and there has been no calls yet or any missed calls showing up.  Will they keep working with the week-end started or are they going to leave us in limbo.
  • Tania CzislowskiTania Czislowski Member Posts: 9
    edited March 2016
    Rav
    Could you please tell me if they are still working on fixing my files being that it is Saturday.
  • JeanetteJeanette Member Posts: 6
    edited February 2016
    Like wise. I first reported the issue on Thursday morning and if I had not called yesterday I would not have heard from anyone.  I would also like to know where I am in the queue as I believe I have been very patient for the last 50 Hours!! But this will become short lived 
  • Annette TainshAnnette Tainsh Member Posts: 23
    edited February 2016
    I've been receiving a few emails from a tech support worker yesterday, and was expecting to have my files restored as of last night - however this certainly hasn't happened, and I've had no further updates. I know I'm not alone in saying that I hope there are staff working on this over the weekend!! We need answers...

  • Dale KaschulaDale Kaschula Member Posts: 1
    edited February 2017
    Yesterday I managed to work, but today after a few hours working I cannot log back into my file????
  • Tania CzislowskiTania Czislowski Member Posts: 9
    edited March 2016
    Rav you know to avoid penalty we can't just call ATO close to or on the day the BAS's are due anymore, an application had to be made online well before the due date to ensure we do not get penalty and I have 4 left to enter work for and lodge plus I go away on Wednesday and work at another job until then so I really need this problem to be fixed now please and will still have to work all nights as well as day to even get near the finish if you fix it now. Please why is some fixed and not all of ours.  Surely after this long with the backups they can get us up and running again.  Will someone give us the courtesy of a call with a personal update pleaseeeee.
  • Tania CzislowskiTania Czislowski Member Posts: 9
    edited March 2016
    Yes I hope we aren't sitting here waiting thinking they are working on it now and will be fixed any moment and they aren't working over the week-end, but not one is saying anything.  Interesting you have had emails from tech support Annette as I have only had contact every time I call them.
  • KathyKathy Member Posts: 3
    edited February 2016
    Seriously Reckon, I reported the issue on Thursday morning and was advised someone will call me back between half to an hour. It's 5.30pm on Saturday and have not heard from anyone yet. At least a curtesy call or a quick email to update me on the situation will be much appreciated!!!
  • Annette TainshAnnette Tainsh Member Posts: 23
    edited February 2018
    Reckon, this is absolute crap! Businesses don't just operate 9-5 Mon-Fri and neither should you!! You keep saying that only a small number of accounts have been affected and that no data has been lost - so fix the issue or restore a backup and give us back our files so we can run our businesses. 
    At the very least, give us a decent apology, a timeline for resolution, and regular updates until EVERYONEs files are restored!!
  • JeanetteJeanette Member Posts: 6
    edited February 2018
    Rav  I believe your title is Community Manager, Have your no comment to make or is it that you have the weekend off.  This whole debacle has just lost the business that supports you money as I am sure many accounts once back up and running will then disappear.  So no winners at this stage!
  • RavRav Administrator Posts: 10,792 Administrator
    edited December 2016
    Jeanette, Annette and Kathy

    I can fully appreciate your frustration and I unreservedly apologise that you're still affected by this issue.

    If you have already logged a support call in relation to this issue, the team have been moving through to contact everyone and work with them on an individual level to restore any missing files.

    As has been mentioned above, the first port of call, if it hasn't been done already, is to get in touch with our technical support team. Each file is unique and performing a general restoration from a backup as has been mentioned in this thread will not resolve the issue for everyone. A senior technician will work with you on a case by case basis towards a resolution.

    I have asked our Support team to locate your Hosted accounts using your Community details and get in touch with you individually.

    Thanks
    Rav
  • Kathy HareKathy Hare Member Posts: 2
    edited August 2016
    Rav

    I too am experiencing issues, although you say it is only affecting a small number of files each and every file is important and at this time (ie 1 day from BAS lodgement) frustration levels will be at a premium.
    My feedback to you is that as an on-line hosted product we should now be able to access some form of technical support outside "normal business hours". I have files affected and ones that are fine - this shotgun approach to failure concerns me as to the integrity of all our files currently. Do you have some form of assurance that the files are intact?
    My second comment is that as it is outside of "business hours" it will be nearly 24 hours before I can contact technical support to begin the process - where does that leave those clients of mine with file integrity issues?
  • Aileen BrauerAileen Brauer Member Posts: 3
    edited February 2016
    Hi Rav, I experienced the problem on Thursday last week 25/02, but when I logged in with optimism very early on Friday morning 26/02, the problem seemed to have rectified and I could again see my data. Yesterday, however, I logged in and can only see up to May 2015 again. Yesterday, I emailed Technical Support but am worried they will overlook my email thinking the problem had been fixed (permanently). Could you please ensure I am in their queue again? Thank you.

  • Tania CzislowskiTania Czislowski Member Posts: 9
    edited March 2016
     

    Rav 

    I tried to gain contact with tech support team by sending this following email hoping someone would respond but nothing so as Kathy said how are we supposed to talk to anyone when it is outside your business hours.  Can you update me please - 

    " I had a call this afternoon (Saturday) and was told that someone else that had authority to access my computer was going to look at fixing it this afternoon and that they would call me as soon as it was done.  Anything yet?"

    Are reckon going to reimburse us with the ATO penalties for all the late BAS forms tomorrow and interest on the overdue money because if I don't get them done today/tonight that is what I am faced with for 3 BAS as I have other job I am employed at through the week.  The BAS form penalty isn't a small fee either.  I am very anxious now.

  • Annette TainshAnnette Tainsh Member Posts: 23
    edited February 2016
    Ok Rav, this is getting beyond a joke.  You SAY that senior techs are working on this and we will receive calls. 
    I reported my missing file on Thursday around 12:30 SA time. I have a case number. I had the tech who took my original call emailing me 3 times on Friday to let me know they were still working on it, and he replied when I queried him on it. My last email was around 3pm on Friday. They were expecting my files to be restored that afternoon or evening. 
    I had been able to give them my file name, the last time I was working on the file, and what times I had accessed it this week. They had my account details so they could access my records. All good so far...I could deal with that. 
    Its Sunday 3pm and I still don't have access to my files, no updates, no phonecall. I have staff wagest to calculate, superannuation to submit, and suppliers to pay. My only ray of sunshine is that I submitted my BAS on time, so I won't have the ATO on my back. 
    I'm going to say the C word..... What sort of compensation is Reckon going to offer us for the additional work we're going to have to do if our files are lost and never to be seen again, which with every passing hour becomes more and more a real prospect.... about the BAS statements which people are not going to be able to submit... about the staff that might not get paid, and the suppliers that will not be paid on time. 
    Whatever you do for the 'small number' of customers affected by this, which is very insulting by the way, it had better be very good. I've been with Reckon for over 20 years, upgrading most years and then converting to hosted after lots of assurances regarding how 'safe and secure' the files were, and how quickly issues would be resolved. A few issues have shaken my faith, but this is destroying it very quickly. Fix it NOW Reckon.
    We've waiting long enough. If there is only a 'small number' of accounts affected, then it shouldn't be hard to keep us all updated. Personally. A phone call would be nice. I'd appreciate an email. Or even better. RESTORE OUR FILES!!
  • Annette TainshAnnette Tainsh Member Posts: 23
    edited February 2016
    UPDATE - Its 10pm on Sunday. I just logged on again, hoping... still no files. Has anyone else had success today?

  • Susanne JackSusanne Jack Member Posts: 2
    edited February 2017
    Could we please have an update on what and when this issue is going to be fixed
  • RavRav Administrator Posts: 10,792 Administrator
    edited December 2016
    Working on that as we speak Susanne.

    Will update the thread shortly.

    Thanks
    Rav
  • RavRav Administrator Posts: 10,792 Administrator
    edited February 2017
    Hi everyone,

    The cause of the issue is due to a very limited number of user accounts pointing to a certain file server which developed issues. 

    For the users who still do have access to their file, our IT team are going through each individual user to find which file server you are on now and then which file server you need to be on. Unfortunately, this does take time and is not an automated process.

    Annette, Tania, Aileen & Susanne -
    I have personally seen to it that your cases have been escalated and are in the current batch for investigation for the above the work to be completed.

    Jeanette - 
    I believe our IT team have just completed work to restore your file. Please take a look when you can and let me know

    Again, I do sincerely apologise for the immense frustration and inconvenience this is causing everyone and the team are working hard to resolve all cases as quickly as possible.

    I will update the thread again shortly.

    Rav
  • RavRav Administrator Posts: 10,792 Administrator
    edited December 2016
    Annette,
    I've updated the thread below including reference to your individual case.

  • RavRav Administrator Posts: 10,792 Administrator
    edited December 2016
    Aileen Brauer -
    I've just received an update from our IT team in regard to your case. Can you please advise if you're able to access your file when you've got a chance.

    Thanks,
    Rav
  • RavRav Administrator Posts: 10,792 Administrator
    edited December 2016
    Really sorry to hear that Dale!
    Have you been in touch with our Support team to log a case as yet?
    If not, I strongly recommend giving our Hosted Support team a call as soon as possible so we can investigate and work with you to restore access.
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