RESOLVED - Reckon Accounts Hosted - Missing Files 25 February

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Comments

  • RavRav Administrator Posts: 9,775 Administrator
    edited December 2016
    Hi Kathy Hare,

    I totally agree, each and every file is most certainly important and the timing of this issue is incredibly frustrating, although I guess there is no "good time" to experience a technical issue.

    From my dialogue with our IT specialists, I have been advised that no files have been lost. The cause of this issue is that a small number of accounts were pointed at an older version of their data folders. 

    Once a case is logged with our Hosted Support team and investigation completed, we are contacting each affected user that have made changes in that older folder before redirecting them to the ?correct folder to ensure any changes made over the last few days are not lost.

    In regard to the point you've raised in relation to Support, the extension of our Support hours/availability is a key focus at the moment and there is a lot of work being completed already by a number of teams to make this a reality.

    Please get in touch with us if you haven't done so already and we can get a case logged to get this moving along for you.

    Thank you
    Rav
  • RavRav Administrator Posts: 9,775 Administrator
    edited December 2016
    Hi Kathy Hare,

    I totally agree, each and every file is most certainly important and the timing of this issue is incredibly frustrating, although I guess there is no "good time" to experience a technical issue.

    From my dialogue with our IT specialists, I have been advised that no files have been lost. The cause of this issue is that a small number of accounts were pointed at an older version of their data folders. 

    Once a case is logged with our Hosted Support team and investigation completed, we are contacting each affected user that have made changes in that older folder before redirecting them to the ?correct folder to ensure any changes made over the last few days are not lost.

    In regard to the point you've raised in relation to Support, the extension of our Support hours/availability is a key focus at the moment and there is a lot of work being completed already by a number of teams to make this a reality.

    Please get in touch with us if you haven't done so already and we can get a case logged to get this moving along for you.

    Thank you
    Rav
  • KathyKathy Member Posts: 3
    edited February 2016
    Hi Rav,

    How much longer do we need to wait? Our case number is 4848663.

    Thanks

    Kathy
  • RavRav Administrator Posts: 9,775 Administrator
    edited December 2016
    Hi Kathy,
    Funnily enough I was actually just talking to our Support team about your case!

    I've seen to it that your case has been escalated and will be investigated. I can't give you a timeframe just yet but it's on the way, bear with us.
  • RavRav Administrator Posts: 9,775 Administrator
    edited February 2017
    Hi everyone,

    Our Support team are reiterating, if you are experiencing this issue and cannot access your file, please get in touch and have a case logged if you haven't already done so.

    ?The team are proactively making contact with affected users to work with them on this issue, however getting in touch us can expedite this process where possible.

    ?Thank you everyone for your co-operation and patience with us.
    We are fully aware that this issue is immensely frustrating, not to mention inconvenient, and we sincerely apologise to all our users who have been impacted.
  • Tania RichardsTania Richards Member Posts: 9
    edited February 2016
    Tania Czislowski - the ATO wont penalise you due to the issue - I know its painful to ring them & be on hold forever but they will give you an extension (probably 2/3 weeks) hopefully its all fixed today.
  • Sue BrownSue Brown Member Posts: 7
    edited February 2017
    I am also waiting since last week.  Was told mid morning to try in an hour -  still no success and waiting for a call back 
  • Annette TainshAnnette Tainsh Member Posts: 23
    edited February 2018
    I am pleased to report that I have my files back, and seems up to date. Thanks Leon in Tech Support for keeping me as updated as he could throughout this debacle. 
    Rav, I don't envy you your job, but I really hope that this serves to highlight some of the flaws in Reckon's customer support services and we can see some improvements going forward. I'm still going to be actively checking out other options, because really the delay in file restoration was unacceptable.
    It's going to take quite a while for my faith in the 'cloud' to be restored once more. 
     
  • RavRav Administrator Posts: 9,775 Administrator
    edited December 2016
    Hi Sue,
    If you haven't heard back from the team as yet let me know your case number and I'll see where things are at.

    Cheers
    Rav
  • Cheyanne Elizabeth Becker-StevensCheyanne Elizabeth Becker-Stevens Member Posts: 2
    edited February 2017
    I still cannot access anything!
    Havent had any calls from Reckon and the said they would call me back within an hour (that was last Thursday morning!)
  • Aileen BrauerAileen Brauer Member Posts: 2
    edited February 2017
    Hi Rav,

    Thank you for the Technical Support team and your efforts this morning to restore my account. I was grateful for the professional response - frequent updates and a prompt confirmation of when the problem had been confirmed as fully fixed.

    Whilst there was no need to employ any Business Resilience actions on my part, I was prepared to do so as is necessary for any critical system.

    Kind regards
    Aileen
  • RavRav Administrator Posts: 9,775 Administrator
    edited December 2016
    That doesn't sound too good, I'm really sorry about that Cheyanne.

    Can I grab your Case number please so I can follow up with our Support team.

    Thanks
    Rav
  • RavRav Administrator Posts: 9,775 Administrator
    edited December 2016
    Really happy to hear you're back up and running Aileen. I'll pass on your feedback to the folks in our support team :)

    Thank you so much for your patience during this frustrating issue, and apologies again for the inconvenience caused.

    Rav
  • Cheyanne Elizabeth Becker-StevensCheyanne Elizabeth Becker-Stevens Member Posts: 2
    edited February 2016
    4848630
  • RavRav Administrator Posts: 9,775 Administrator
    edited December 2016
    Hi Cheyanne,
    I've had a chat with our Support team in relation to your particular case which shows that it's just been completed today.

    Could you please fully log out and then back in and let me know how you get on.

    Cheers
    Rav
  • Sue BrownSue Brown Member Posts: 7
    edited March 2016
    thanks I have my file back tonight.  
  • Tania CzislowskiTania Czislowski Member Posts: 9
    edited March 2016
    I know it should be but I can tell you last time i requested at the due date time on the phone a few BAS's ago, even with good reason, was told had to apply online well before due date to be considered. whether it is because of being BAS agent then? don't know!! 
  • RavRav Administrator Posts: 9,775 Administrator
    edited February 2017
    Hi everyone,
    A final update on this issue.

    We have been in contact with everyone experiencing this issue and I am pleased to advise that file access has been restored.

    If you believe you are still experiencing this issue and have not been in contact with us, please give our Support team a call as soon as possible.

    Thank you all for your patience during this time.

    Rav
This discussion has been closed.