Reckon Accounts Hosted - Login Issue 1 March - RESOLVED

RavRav Administrator Posts: 10,790 Administrator
edited July 15 in Accounts Hosted
Hi everyone, We are currently experiencing issues with the ability to login to Reckon Accounts Hosted. Our IT team is aware of this and are working to rectify this issue at the highest priority. Further updates will be provided here. We sincerely apologize for the inconvenience.

*UPDATE - ISSUE RESOLVED*
11:30am AEDT

Hi everyone,
Our IT team have successfully implemented a fix to the issue impacting Reckon Accounts Hosted users today and access is now available.

*UPDATE*
2:17pm AEDT

Hello all

An update to the Reckon Accounts Hosted issues. We are now back up and running and all users are able to log in and access the system.

We understand everyone’s frustration with the outage this morning, and if you suffered any inconvenience we apologise sincerely.

The issue was related to some middleware technology, which connects our users to the platform, which didn’t recognise the leap year and as such we have had to manually update each session host to resolve the problem.

I acknowledge some of the comments on the community today challenging how this could happen. Our team works very hard to monitor the system and to quality assure everything to maintain the best possible user experience. Sometimes in technology things happen that could not be foreseen, and the fact that one piece of our technology was not prepared for the leap year is enormously frustrating.

Please trust that our team is working on all components of our solution to ensure this kind of error never happens again.

Sam Allert

Managing Director - Australia & New Zealand

«13456710

Comments

  • RavRav Administrator Posts: 10,790 Administrator
    edited April 24
    Hi everyone, The cause of the issue this morning has been identified and the team are working on developing a solution. Further updates to follow. We sincerely apologize for the inconvenience.
  • Bobby Lea AndersonBobby Lea Anderson Member Posts: 2
    edited February 2016
    :-( 
  • Martin LeendersMartin Leenders Member Posts: 3
    edited March 2016
    Thanks Rav. It would be interesting to know what time you guys started working on the fix? I have been unable to get any action since starting at around 7 am this morning. 
  • Aileen BrauerAileen Brauer Member Posts: 3
    edited February 2016
    Thank you Rav; 
  • Christopher William WatsonChristopher William Watson Member Posts: 1
    edited March 2016
    Same here. Mighty annoying as I have orders to post (need to prepare invoices) & statements too. Grrrrrr

  • Marshall GhiottiMarshall Ghiotti Member Posts: 10
    edited March 2016
    Yeah. end of the month. Really good timing!!
  • TanahTanah Member Posts: 4
    edited February 2017
    Can you please give a time for when it will actually be fixed? We've got invoices to produce.
  • RavRav Administrator Posts: 10,790 Administrator
    edited December 2016
    Totally understand Tanah and I'm really sorry for the inconvenience this is causing. As soon as I have more information I will share it here.
  • TanahTanah Member Posts: 4
    edited February 2016
    Okay thanks. Is it hours or days? Do you know?
  • Steve MakarSteve Makar Member Posts: 1
    edited February 2016
    this is why i shouldn't have gone on line 
  • Jocelyn HarveyJocelyn Harvey Member Posts: 5
    edited March 2016
    Yes we have been trying since 8 am to get on.  End of the month, start of a new month, Really not the best time for this system to be down.  
    If you can give us an idea. Very inconvenient.!
  • jenny philippijenny philippi Member Posts: 2
    edited March 2016
    Yep very inconvenient being the 1st of the  month. know you are doing all you can but doesn't help us
    Customers are wanting to know an idea of how long
  • AnnelysAnnelys Member Posts: 1
    edited February 2017
    Not what you want to see when you have much work to get done. 
  • Heating CoolingHeating Cooling Member Posts: 2
    edited February 2016
    Good morning, may we please have an ETA on repair? Much appreciated

  • Fiona PayneFiona Payne Member Posts: 2
    edited July 2017
    What time????????
  • Lynda RossLynda Ross Member Posts: 1
    edited February 2017
    How much longer approximately???
  • edited February 2016
    Mine has been like this since 5pm yesterday. Very annoying seeing as I only got all my data back at 4.30pm
  • John ZhangJohn Zhang Member Posts: 26
    edited February 2016
    One of classic Reckon issues
  • Carol MenziesCarol Menzies Member Posts: 4
    edited March 2016
    Come on Reckon - 4 hours is getting a bit too much. Who's going to pay us for working overtime to make up for down time??
  • ianian Member Posts: 34
    edited October 2017
    i managed to get hold of reckon help desk 90 minutes ago and they said the fix would be in 30 minutes after that and still no progress. This would suggest that it is a bigger problem than they thought
  • Fiona PayneFiona Payne Member Posts: 2
    edited February 2016
    Told me the same thing

  • Martin LeendersMartin Leenders Member Posts: 3
    edited February 2016
    "Further Updates to Follow" - Rav we are due something please. 
  • RavRav Administrator Posts: 10,790 Administrator
    edited February 2017
    Hi everyone,
    As soon as I have word on a timeframe/ETA I will update the thread here. I do not anticipate this being a long term issue however I'll wait for word from the specialists for firm information rather than speculate.

    I can fully understand that the timing of this issue couldn't be any worse and I apologise for the frustration.

    I'll keep this thread informed with more info.

    Thank you
    Rav
  • AngelaAngela Member Posts: 25
    edited February 2017
    I rung them again for the second time today. Their advice is to watch this page and wait until they post up that it has been fixed. 3 hours of down time and counting.
  • Lonnae HarrisLonnae Harris Member Posts: 6
    edited February 2016
    Very frustrating - an ETA on repair would be useful please. This is having a big impact on work flow given the time of the month that its happened. Any updates??

This discussion has been closed.