Steph - I'll follow up for you with the portal team this morning.
Abbey Morrison - when you say your books are inaccessible, are you getting the same error that Steph has outlined above OR when selecting 'Open App' is it looping back to the portal page? Or something else entirely?
Just spoke to our Portal team right now, and have some good news. They know the cause of the issue which you are both experiencing and are fine tuning the fix for it. They do need a little more testing to make sure the fix gives the proper remedy you need.
This issue along with another where launching the book loops back to the portal screen are the major priorities and fixes for both are on the way. I know it's not an instant fix which you're both needing at the moment but it shouldn't be far off and I'll let you know more info as soon as I can.
Good morning everyone, Just a quick update on a couple of issues affecting some Reckon One users.
The team is aware that a small number of Reckon One users are experiencing an error message stating - "The application has encountered an unknown error" when attempting to access their book.
When attempting to launch your book by selecting "Open App" the page will loop back to the Reckon portal page
The team have identified the cause of these issues and are in the process of testing fixes which we're confident will resolve the problems in full. Addressing both are our top priority.
Thank you all for your patience so far and Our sincere apologies for the frustration and inconvenience this has caused. I'll provide further updates as soon as possible right here.
With regards to autoentry, you may need to reconnect it in their interface. Again if you need to do this please use the username and password you use for logging into portal when the window pops up asking for permissions.
It's not far off now Steph, just heard that final testing is happening right now. The team will push it through ASAP provided all goes well but I'll check in with you either way as soon as I know more.
How do I renew my subscription in the new portal? As I hadnt setup a direct debit, I must update every month and rather than the file appearing as 'expried' it is 'cancelled'. This seems unusual as it would have only expired less than a week ago.
Hi guys, Unfortunately, the fix to this issue isn't quite ready yet. The team completed a fix earlier but didn't quite have the intended effect. Its been the main focus of the day and the team are working really hard to get it over the line. Work is continuing. Really sorry guys, hang in there. I'll update you again as soon as I hear more.
We have been able to open one of the 2 books, after we asked the particular client to see if they could login using their username and password. Don't know if that had anything to do with it?
This reply was created from a merged topic originally titled Portal. Hi, I would like to know when I am going to be able to use it again. I have not been able to send invoices or create quotes for 2 days now and I am guessing it will be next week before it may be resolved. My business is at a standstill because of this new portal. When I log in all I get is the option to buy it, where is my book and data and when will this be sorted.
Hi Brad, The team are currently working through access issues to books for some customers as we speak. Unfortunately it's taken longer than we'd like as the issue became larger than anticipated but is our highest priority right now. Have you already been in touch with our support team so we can capture your details?
We understand that a small number of users may still be experiencing an error message when attempting to access their Reckon One book through the new Portal (screenshot below). The teams are working really hard to address this problem and has been a priority for us throughout the course of the day.
A fix earlier was implemented earlier this afternoon, unfortunately however did not achieve the result were were looking for. Work is ongoing on this as we speak.
We fully appreciate how frustrating this is at such a crucial time and we'd like to extend our sincere apologies for the inconvenience caused.
I will update the thread with info on progress as soon as I can. Thank you all for your patience.
Comments
Please rectify ASAP
Steph - I'll follow up for you with the portal team this morning.
Abbey Morrison - when you say your books are inaccessible, are you getting the same error that Steph has outlined above OR when selecting 'Open App' is it looping back to the portal page? Or something else entirely?
Let me know
Cheers
Rav
Just spoke to our Portal team right now, and have some good news. They know the cause of the issue which you are both experiencing and are fine tuning the fix for it. They do need a little more testing to make sure the fix gives the proper remedy you need.
This issue along with another where launching the book loops back to the portal screen are the major priorities and fixes for both are on the way. I know it's not an instant fix which you're both needing at the moment but it shouldn't be far off and I'll let you know more info as soon as I can.
Cheers
Rav
Good morning everyone,
Just a quick update on a couple of issues affecting some Reckon One users.
- The team is aware that a small number of Reckon One users are experiencing an error message stating - "The application has encountered an unknown error" when attempting to access their book.
- When attempting to launch your book by selecting "Open App" the page will loop back to the Reckon portal page
The team have identified the cause of these issues and are in the process of testing fixes which we're confident will resolve the problems in full. Addressing both are our top priority.Thank you all for your patience so far and Our sincere apologies for the frustration and inconvenience this has caused. I'll provide further updates as soon as possible right here.
Can you let me know what is happening when you attempt via Chrome? Are you getting the "The application has encountered an unknown error" screen?
Checking in with the team in regard to your API integration query
You can find out which applications you have allowed with the Reckon One API via our Identity Server
the url you need is https://identity.reckon.com/permissions
Then login with your username and password
With regards to autoentry, you may need to reconnect it in their interface. Again if you need to do this please use the username and password you use for logging into portal when the window pops up asking for permissions.
Hope this helps
Thanks
Simon H
Reckon API
Haven't come across other reports of this one specifically but can you please try clearing Chrome's cookies and cache and see if that helps at all?
Let me know
Cheers
Rav
Really hope it is fixed soon
Abby
Worked perfectly! I must owe you a drink! lol
When I log in all I get is the option to buy it, where is my book and data and when will this be sorted.
Note: This conversation was created from a reply on: Introducing the NEW Reckon Portal!.
Hi everyone,
We understand that a small number of users may still be experiencing an error message when attempting to access their Reckon One book through the new Portal (screenshot below). The teams are working really hard to address this problem and has been a priority for us throughout the course of the day.
A fix earlier was implemented earlier this afternoon, unfortunately however did not achieve the result were were looking for. Work is ongoing on this as we speak.
We fully appreciate how frustrating this is at such a crucial time and we'd like to extend our sincere apologies for the inconvenience caused.
I will update the thread with info on progress as soon as I can. Thank you all for your patience.